Thanks Matt. I sent it recently. I was also keen to use their refund page where I can paste the invocie ID. But we're uncomfortable to cancel the plan before we know it will be refunded 馃槃 It's not quite obvious we get the money back.
Long story short our account team misunderstood my request for a paid site plan and they created an account and bought it on a blank page. The site is already done in another paid freelancer workspace though 馃槄
yeah I guess from my experience working support, even if you sent it after the holiday, they are likely working their way through the backlog of tickets that came in during the holiday
