Refund error

Hi, Team.

I tried to get refund my JR pass for 14 days to purchase JR pass for 7 days but I failed it with an error message in JR pass official page.
I asked the card company about this issue but they said they were not able to handle this and told me to ask the support center I purchased it.

So, I was wondering if you could help me out with this issue and refund process.
As today is the deadline for the refund, it would be appreciated if you could experdite on this.

Please refer to the images below and let me know if you have any questions.

Thank you!

Best regards,
Jinsu Park