Best answer by Maryam
Please first take a look at this Help Article. It covers some useful points regarding this process:
However, since it is an important issue, I would suggest that you consult the Help Center, too. The agents can help you get a definite answer. So, click the link, select the "payments and refunds" and follow the instructions.
You will need to get a ticket number. You can also chat with the agents through the live chat button if you have it on the Help Center page.