Hi!
I had the same issue with my TurboTax purchase. A software was suggested to me to be purchased however it was the incorrect one so I had to file a refund. I spoke with a representative and I was given the same link to refund it online but I kept getting the same message that my Order Number had the incorrect format and I was literally typing it how it was showed on my e-mail. What I had to do was call them instead. They had me verify my information and my purchase and I gave them my order number. I then received an email that I will receive my refund in 2-3 weeks. I hope you were also able to file a refund through them!
