Refund from Trenitalia

Has anyone had a refund from Trenitalia for train fares in Italy.i have received two emails from them for the two fares booked..My problem is I access the sight put my information in that they require then access my ticket. but I only get the name of the ticket show up no details and cannot work out how to get into the next part. Which is to change the ticket I know I am not the smartest but it is doing my head in .I have tried ringing them but cannot get through..So I am throwing my problem out to you smarter people, in the hope of an answer.,