REFUND FOR NON DELIVERED GOODS!!!

I am trying to get a refund from Mr Shopper, Payfast facilitates their payments. I am going back and forth with Payfast, they have advised me Mr Shopper is a legitimate company but so far at I've had no concrete response from Payfast nor Mr Shopper. All I hear from Payfast is my query has been escalated, to who? No management/head office/no one from accounts has gotten back to me so who is this being escalated to.

Payfast say they can't refund me since they only provide the software to facilitate payments, yet they are they people who took the payment and thie client(Mr Shopper) has not delivered on my product so I am due a refund.

I'm sure Payfast holds their money until the order delivery is successful, so they need to action my refund and deal with their client based on their agreement since Mr Shopper is not managing their business at all. I deal with refunds on a dialy basis and as a customer I hold Payfast as well as Mr Shopper responsible for my money that was made through the Payfast Gateway.

Mr Shopper's reputation is so bad on every review platform that a person now needs to reach out to the payment provider to force a refund.

This is ridiculous!!! I'm sure I am not the only Mr Shopper client reaching out to Payfast for a refund