Bash **** and theft

I placed an order on Bash in December. Bash cancelled the order because they didn’t have enough stock. Now they are refusing to refund me the money. I’ve tried emailing support but the consultant is rude and won’t assist me. I’ve sent proof that the money was not refunded into my bank account and I’ve asked to escalate the matter but they are ignoring my request. Do I need to lodge this theft with the SAP?