Declined proof of payments

I purchased clothes from Shein and buffalo sent me an invoice for my tax and vat,I paid it immediately on the 19 of July 2024 through their pay@ payment option. And the adviced me to download their app to be able to track my order,I also did that.after payment, my payment went through their wallet on the app,it is showing there.and when I try to click the payment option on their wallet it gives me an error message.

They further asked for proof of payment,I sent an app screenshot short they declined it,I sent my bank statement highlighting the payment,the also declined it,Capitec sent me a confirmation letter stating all the information they require as proof of payment,it was also declined.

I am currently in Thailand and ordered the clothes for my kids in South Africa,I nolonger what to do,to loose so much money,their watsaap chat doesn't help you,and the their email support is also not helpful.i am stressing out, it's cold,my kids need the clothes, kindly assist me