Exact - Incompetent cashier

Store: Exact Chatsworth Durban
Date : 05 June 2022 (Sunday)
Time: Approximately 2.30pm
Item : Grey long-sleeved boys top - size 9-10

I had went to an exact store. The purpose of my visit was to return or exchange an item that was given to my son as birthday present from his friend friend at school. I did have a gift receipt for the said item.

I had seen one of the ladies that was working on the floor and approached her I had explained to her that I did look around to find something else for my son but there isn't anything he likes. I did tell the lady I had received the item in my packet as a gift and since I can't see anything I like what can I do. She had advised me that I could get a gift card and at that moment I'm assuming she was the shift manager who said they do not have gift cards so the lady who I was speaking to first told me I can get a code instead which would hold the same purpose as the gift card she had also give me a list of stores that I could use the voucher code and one of the stores was Jet. At this point I had told the lady let me go to jet and see if I find anything there if I do I will come back and do the gift voucher code. After about 15-20 mins I had gone back into the exact store I waited at the front counter as the lady at the till point was with a customer when it was my turn I told the lady I need a gift voucher she takes my item and does a return (bare in mind I had given her a gift receipt and asked for a gift voucher) as she called her manager to authorize the transaction the manager remember I had come back and she says to me so you found something at another store I had said yes after the authorization was done the teller advise me the credit is gone back into the account. So I ask the cashier what do I do now she says there is nothing I can do and nor can I take my item back it is too late It is gone back into the account holders account. SORRY
at this stage was confused because:
1 - This isn't my account nor was it anyone I knew personally.
2 - I came in with an item and now can't leave with it she had even kept my receipt
3 - if she had no idea what I wanted why didn't she confirm before doing the transaction

I am extremely frustrated and disappointed that my son leaves with nothing and exact ends ups robbing my son of his birthday gift.
This error was done by exact cashier and I would like for it to be rectified. saying sorry does not put the item in my possession. I do know how these processes work I was once an employee for TFG group. Considering that I have to sit with a loss and exact gains is not right. in my opinion since it was her incompetence she should have done a cash sale refund and refunded it to the gift voucher and she would have been short in her till but get a warning!