Lazada complaint: Rejected refund

Firstly I received my order 2182022 but the status at Lazada was still at to deliver. So I cannot file the return because I need to wait till lazada to change to delivered. I even highlighted this matter to the customer service, As soon as I see the status already at delivered, I make a complaint to the seller asking them whether they can send in a new lamp cover. I snapshot a clear enough photo showing the crack and one of the reason the seller said my image is not clear.
I am not sure what is the procedure of Lazada refund and when Lazada requested for another photo, I also enclosed it. I thought that is the end of the story and waiting for Lazada to review and send me a refund form to fill in. Then today, I saw the message my refund request was disapproved because the duration of dispute is over. This is ridiculous as seller can drag by late reply and I did not received any phone call from lazada either. Dispute case 3030200001504828