Refund process improvements

I initiated a refund over two weeks ago for over $300 in product, and have heard nothing back from Ring. I reached out via chat, and was told I needed to reach out sometime after shipping in order for the refund to be processed. I don't really understand this step. If I initiate a refund online, and then ship the product, why am I then supposed to reach out at an arbitrary date to get the refund processed? Every other company seems to handle this better. Very unhappy with the processes since choosing Ring. Customer service is kind, but there's many extra steps. If I would have known, I would have went with another company.