When an order can be refunded to your balance, and why delivered codes are handled differently.
Digital codes are different from physical products: once a code is shown, it can be used. That is why stores treat delivered codes and undelivered orders differently.
If JR cannot deliver a card, the order is rejected and the full amount goes back to your JR balance automatically.
If there is a problem with a delivered code, contact support with your order number and a screenshot of the error. Support checks each case with the supplier.
Your JR balance can be used for any other card, so a refund to balance is never lost.