A tax refund requires that you take the items you bought out of Japan yourself. In principle, items bought for a tax refund should be carried by you when you leave Japan, and you should be able to show them to Customs.
If an item was opened, used, or consumed in Japan before you leave, you need to go to the customs counter when you leave and declare it to a customs officer. You cannot use a Tax Refund Kiosk in this case.
Customs makes the final decision on whether that purchase qualifies for a tax refund. Ocean will process your refund based on Customs' confirmation result.