Online order crashed after payment

I've ordered a couple of items online and their site / system crashed immediately after processing the payment. The result was that the money went off my account but no order number was generated. After phoning numerous times and sending through proof of payment as requested (sort of, I paid with my credit card and could only forward the incontact message) I haven't heard from them since. I've dealt with a very helpful guy but I don't think the back-office staff knows what to do in my situation. Surely they can see the money is in their account and get on with the ordering & delivery process? They managed to find the items I paid for at least and moved them back to my inbox on the site. So to prevent any further frustration please process a refund so that I can pay for the items again (even though I'm a little hesitant to use your online shop after this episode)