Old Navy

I purchase a couple shirt online, did a return online and got an email with a barcode and directions on what to do next. Yes i followed the instruction and brought it to my local old navy store. My shirts are still new in clear plastic bag.

When i got to the store and told the lady clerk that i want to return the items i purchase online and here is the barcode from the order. She scan the code and it didnt do anything. Scan it a second time, still nothing. Took my phone frome me and scan it third time, still nothing. She then asked me, did i do the return online already? I said yes i did, that is why i got the barcode and instruction to return to any store. She reply, "oh thats why it didnt take the code when i scan it". She said i will automatically get a refund already. She took my return items. I was like okay, cool and I Walk out. It's been three days and i still haven't got my refund. I track the return items online and its still in the first stage. Im now thinking the clerk didn't know what she was doing when scanning the barcode. Any advice on how to deal with this matter? I will call customer service or go the the store and talk to a manager about it but would like to hear your opinions.

If I buy something online for in store pickup does that mean the item is currently in stock? Would I likely also just find it on the sales floor if I go in?

How does it work? Do employees go and pull the item from the floor and put it in a bag ready for pickup? Then once they send an email Saying it’s ready, you just walk in, they scan the bar code from the email they send, and you take your bag of stuff?

Thank you for any enlightening facts GAP/ old navy employees can provide.