Why haven´t we got our refund back?

So there was this one app my mom accidentally subscribed and bought it cost around 60 euros. I was trying to get refund, but then I saw that I could not refund or ask for it, because my mom had already asked for the refund. The only problem here is that my mom did not write in english when asking for a refund. Now I´m scared that we will not get the money back, because no one can understand the reasoning behind the refund, because my mom wrote in finnish asking for the refund. Now when I was trying to ask for refund again it did not let me ask for it, the part where it said previously ask for refund is now all grey. Please someone help us, what should we do or are we going to get the money back. Have a great day.