Online shopping nightmare

I bought a pair of heels on the Call it Spring website, was charged R500.00 (including delivery), the website timed out just after confirming payment and I did not receive an order number to confirm purchase. I called the merchant and even sent several communication via email and social media, iv already sent out two bank statements to confirm purchase. I have even contacted the 3rd party Paygate to confirm transaction and was advised that Call It Spring needs to be the one that refunds me. Its been 14 days and the matter has still not been resolved.