I want to report that I used this service and lost 1 XMR.
It either has incompetent staff or they're sophisticated scammers. Avoid this service like the plague.
What happened: I ordered a few books from Amazon, and used this service to pay with XMR. There were a few problems with my executor, and with the packages, but that's all normal. To cut a long story short, I asked my executor to issue a refund. Packages returned to Amazon, his money returned to his wallet, and now it was time for my XMR to be refunded. I waited for a couple of days, and since no XMR appeared to my wallet, I addressed them in Twitter. (Yeah, that's right, I tried sending a message to their Session, but they never replied, so I had to go to Twitter...)
I give them my order ID, ask them to refund, and they say they have already done so. They send me the address they refunded, and it was absolutely not mine. I look on my Monero wallet, and I have labeled the address that I used for Monezon refund. They refuse they ever received this address in the form, and said that the mistake was from my side. (Which could only occur if my computer was infected with a keylogger, which is not true, as I make Bitcoin and Monero transactions on a quite regular basis, and have never had any such issues four years now.)
They either deliberately ripped me off and knew that I had nothing to do in my defense, or their setup is compromised by a hacker who replaces refund addresses with theirs (not always, as people say that they had their XMR refunded in that service). In either case, I would never deal with them ever.
Oh, and BTW, even if they had selected the right address, they wouldn't refund me the full amount. They would keep a percentage (which was close to 10%) as a fee for their service. I would have bought no packages, and still, I wouldn't have all my money back.
Sorry for your loss, and thank you for reporting this. I edited the OP to include your post.
How long ago did this happen by the way? It almost feels as if the system is made to selectively scam people. Why would you make people fill a refund form and then not show them those details on their dashboard or at least send email them a copy of it?