Credit card payment

I wanted to order something online. The site said that the payment was unsucessfull. However the payment did go through on my credit card. Phoned credit card division and they said they cannot stop the purchase, then I spoke to someone working at absa who said I should consider closing my credit card, because the website managed to put through an amount on my card after it said unsuccessfull payment. I have then called credit card division again and was told a different story. Now they say the amount has to be cleared first before I can cancel or reverse the transaction. I should not cancel tge credit card even though this website has put through an amount on my credit card. It seems like the online shop is *****ulant and I would like to reverse the transaction.