Apple return mix up

Hi everyone.

i got an iPhone 11 as a Christmas present but I decided to return it to Apple for a gift card to get the 13 mini.

When I created the shipping label, I included the iPhone and an adaptor (both were bought with the same order number since the 11’s don’t come with adaptors). I initially lost the shipping label somehow and I got in touch with apple support to create a new label for just the iPhone after I realised I’ll mostly likely need the adaptor for the 13.

later, I found the previous shipping label and sent off the iPhone with it (silly me).

it got delivered by fedex to apply on 27/12/21 and I haven’t received the gift card yet.

I contacted apply support and was told a refund has been processed for the adaptor. BUT I did not send the adaptor but the IPHONE alone… how can they refund an item that’s not there? On the tracking, the return shipping label I used only shows the adapter while there’s another return request that says “I should send the iPhone before 4th Jan even though I already did”.. So I requested to create an investigation with the shipping team to find the iPhone but so far, not a feedback. I keep being asking to hold on and I leave the US next week. If I don’t get the gift card soon, I won’t be able to use it anymore.

Im so gutted, don’t know what else to do: any advise?

Sorry if my post is confusing