IGST Refund related issue

Dear Sir/Madam,

When I check IGST Scroll Sanctioned status in ICEGATE portal, it shows as follows:

"Scroll Status at PFMS : ACCEPTED; at PAO: ACCEPTED;

Bank Response Code : Permanent Cancellation by PAO for Transaction". The assessee has not received any communication in this regard. How to rectify the same and get the refund?

Thanks in advance