Ah, OK, I've got it. I typed "kobo.com" in my address bar (without the quotes) and went to the main page. On the laptop, I usually use bookmarks to go to the Kobo site where I browse for e-books, and I'm always signed in when I do that. When I just went to kobo.com by typing this in the address bar, I was not signed in when I got to the page. I clicked on 'sign in' and I was automatically signed in. Then I hovered my mouse over "my account", and a drop down menu appeared and there were two different sections--one for "my ebooks" and one for "my eReader account". The Vox order shows up when I go to the 'my eReader account' section. The refund doesn't show up when I click on "My refunds" on the left side of the page, however. My purchase is there. When I click on "View order" on the right side of the page, then I see tabs with "Order information", "Invoice" and "Refunds".
To be honest, had I known this much sooner, maybe a lot of aggravation could have been avoided. However, anyone I spoke to on the phone, whether it was Darrell or the girls in St. Lucia, also were completely unable to find any record of this order at the time so I wonder if I would have found it even if I had been navigating the site properly.
