FNB Debit Order Dispute process does not work

I made an online purchase on behalf on a client on the 8th of March on Snatcher using my FNB card. The client changed their mind and I immediately called the retailer at 16h05 to cancel the order and they had already closed for the weekend. Due to the fact that it was a Friday, I immediately called FNB to notify them and ask that they reverse the transaction. I was told that this was possible as I had not even taken delivery of the items, however that the reversal would take 7-10 working days. I was sent the Debit Order dispute form which I submitted to FNB on the 9th March. My assistant and I repeatedly e-mailed the retailer who kept responding to say that they are processing the refund. The 1st response from FNB was 11th April (almost a month later) asking for communication with the retailer. I responded and have since never received feedback from FNB and the retailer kept promising to process refund but to no avail. FNB's failure to act nor to respond to my mails has been really telling on their customer service and has cost me as I believe that had they acted swiftly i would not be in this position. The transaction was over r70k and the retailer is plain ignoring my e-mails