Package received but nothing inside

First time this happened to me, I bought 3 cards for 100+ euro but when I received the package there were no cards inside.

A few hours later after I paid for all on CM a card was refunded by the seller because it was already sold in their store which was fine by me.

I contacted support with a video of the unboxing and a photo of the infos in front of the package, usually how much time before I get a response? and do they refund it totally?

(sorry for my english, not my first language)