Other Refund ticket open longer than month

Hello,
I accidentally bought asset by missclick and same day requested refund through `Order Details` page.
https://support.unity.com/hc/en-us/requests/1511175

After 2 weeks contacted asset's author and he also created a ticket for refund. https://support.unity.com/hc/en-us/requests/1522715
Currently tickets are in `Open` status for 35 and 22 days with no response.

I'm not sure if it has to take this long or something failed or refund procedure is different.
Can someone help me with this?