Unhappy client

I have had a service cancelled and the merchant voided the transaction on their side. Take note it was not a refund processed. Capitec are wanting a letter from the merchant with full details of the refund before they release the funds back into my account. I have said that it was only voided by merchant so funds then show unprocessed on my statement. Surely they can see the trail of events on the amount and see that it should infact be reversed back into my account. It has already been 9 days and still no money back in my account