Refund tool not working

Hey so I’m swax and basically I handed my brother a card told him to get fifa or fc 27 and I mistakenly gave him the wrong card. I meant to give him a different one and I need my money back on the card I purchased the game on and I went on the game launched it on my pc and I only had it open for 9 mins and it’s not popping up on the refund tool or when I go to order history it doesn’t even let me select a ticket and I understand it would pop up under eligible games but how would it not be allowed to get refunded if EA under there refund policy says if the game has launched you able to get a free refund under 24 hours of the game be launched or 14 days after it was purchased and I don’t want to not get my money back for a game that was bought on accident there has to be a way to get my full refund can someone help thanks.