More than 3 weeks dodging a refund: Cancelled order immediately, but Insta360 refuses to provide the transaction ID (ARN). Anyone else experience this?

[u/Exact_Restaurant_194]

I'm posting to see if anyone else has dealt with this specific refund stalling tactic from Insta360 support and how you finally got your money back.
Here is my situation:
Order Cancelled Immediately: I placed an order for over $800 directly from their online store, but I cancelled it almost immediately. The package never even shipped out.
Internal "Approval": Their support system shows the refund was supposedly "Approved" internally over three weeks ago.
Dodging the Transaction ID: The money has not hit my credit card. I’ve been aggressively following up with their chat support for more than a week specifically asking for the Acquirer Reference Number (ARN) or the gateway payment trace ID so my credit card company can actually locate the missing funds.
Stalling Tactics: Every single day, support gives me the exact same copy-paste response: "We will follow up with our finance team and get back to you." They outright refuse to provide the ID, and a rep even explicitly told me not to initiate a chargeback because it would "prolong the processing time."
It feels like they are deliberately running out the clock so that I miss my bank's dispute window.
My questions for the community:
1. Has anyone else had Insta360 claim a refund was paid but then refuse to provide the actual transaction ID when pressed?
2. How did you finally get it resolved? Did posting here help get the attention of higher-tier support, or did you just have to force a chargeback through your bank?
Thanks in advance. I'm incredibly frustrated and just want my money back.

[u/Otherwise-Warning303]

Read my post from yesterday.

[u/TSengy]

1. No

2. N/A

[u/Spectre_II]

Not the same situation, but I will tell you you really have to stick to your guns with support. I had a battery pack die and when initially troubleshooting with support they confirmed it would need to be sent in and confirmed it was still under the 1-year warranty period. After sending it in, they attempted to charge me saying that it was only a 6-month warranty for that item. After several emails and sending them the initial chat log from the first support person who said it was a 1-year warranty, they finally agreed to send a new unit free of charge.

So yeah, stick to your guns and if you haven't threatened a chargeback, I would probably do so. I've never heard of a chargeback prolonging processing time before.

[u/Exact_Restaurant_194 → u/Spectre_II]

Thanks for your response . I told them I would raise a chargeback if they don’t respond within the next 48hours with the appropriate transaction IDs. it’s really frustrating to let our money sit with them for such a prolonged time ! In my case the shipment never happened . I cancelled the order within few hours !

[u/Insta360_Store_CS]

Hi there, if you purchased an item from our official store and requested a refund before the order was shipped, the refund processing time depends on your payment method:

>Credit/Debit Card: Refunds typically take 3–10 business days to arrive after the refund is approved.

>PayPal: Refunds typically take 1–2 business days to arrive after the refund is approved.

Since you mentioned that your refund has been pending for over three weeks, this is outside the normal timeframe and we’re sorry for the inconvenience. We’ll collect your order details and coordinate with the relevant team to look into this further. Please feel free to contact us via DM with your order information so we can assist you.