Cancel order: haven't received refund or followup in stipulated 5 biz days?

I placed an order for Adobe Lightroom last Friday (11/29) but after realizing it was only a download version (I wanted the boxed version), I started a chat with Sales to cancel it. After an hour wait with Customer Service, they said the order would be "canceled" but due to the processing time they would contact me within 5 business days to initiate cancellation (or refund? Not sure).
I haven't received any followup (or refund) and have triple checked my spam folder.
On another note, I'm not sure why the refund/cancellation process has to involve a 1.5 hour process and a poor UX experience (had to hunt around); most online shops have an automated cancellation process. It's poor to make it difficult for long time Adobe users (I've used the Creative suite for a few years) to cancel errant orders, and I might add makes me much less likely to purchase directly from Adobe in the future.
Thanks,
~ Jonathan

This is a user to user forum. Can't get help with an order issue here. Unfortunately you have to contact a sales rep again.

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<Personal Information Edited by Host>

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<Edited by Host>

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Cancel order: haven't received refund or followup in stipulated 5 biz days?

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