Unable to get my funds from Capitec

I am unable to get an authorization letter from Shein for the orders canceled. Shein said I can use the conversation via email to provide to Capitec. The orders were canceled, Shein did not receive the money, due to cancelation of order due to late payment.

Capitec agents are telling me that the funds are still available are processing and require a letter from Shein.

How then do I get my money back if no one is willing to assist me get my money