When click on "Return this item," won't allow & instead it says "We can't process your request..."

[beautygalaxy9]

When clicking on "Return this item" it won't allow me to. Instead it goes on to say: "We can't process your request to return this item because payment hasn't been received. Please go to checkout."  The payment was already completed and it still indicates all this.  Any help on how to deal with this?  Thank you