Pathetic service

I was making a purchase online.. transaction failed and the matter was escalated with the proof that the merchant didn't get money. I was told to wait for feedback from merchant and there's no turnaround time which is pathetic because that money doesn't belong to me it belongs from the client which I don't have any means of paying her back because she was expecting her order to be delivered. I want a feedback what will happen to my money if the merchant doesn't reply and I want to know if there's a time frame you give merchant if they don't process their transactions until certain period money wont be reversed back to the client account?I cant wait for 2 weeks is too long for someone like me who doesn't have income and relies on selling stuff to make a living. Is not my fault for failed transction why should I be punished or be at the mercy of merchant or capitec with my own money to get my money back? My capitec account number is ***.... my Id no ***... my registered capitec number ***