Online payment issues

Last week(30 may), I tried to make a payment to Shein(china Online shop) online order. The money went off my account, but my order status remained unchanged showing unpaid till the order canceled automatically..

I contacted Shein help team they told me they didn't receive the payment.

I also contacted Capitec to help with money reversal, but they want letter from Shein and when i asked for the letter from shein they said they cannot give me the letter , now i am stuck i don't know what to do now.