The automated refunds will check a set of parameters to see if you are eligible for a refund. refunds are also very time sensitive.
The D2 refund likely went through as a eligible as it met the criteria. Depending on how long youve been playing your Shadowlands account for, you may just be ineligible purely based on time. And different regions have different laws and constraints. There is currently no ability to swap licences between regions and if for whatever reason your base country currency system does not support the transactions (like Korea with the level boosts) its just something that wont be available unfortunately).
If Shadowlands was a very recent purchase they may be able to help via an actual ticket, but if its been a couple months I would be prepared to hear a no. A no is not bad customer service, companies can’t always do everything we might wish they can do as customers.
Good luck tho, hopefully they can suggest something that helps you out.