Incompetence of Dispute department

I completed a dispute form for a purchase made at Zando that was unsuccessful. I Attached the dispute form on the email from Zando that the transaction was unsuccessful and still the agent who received my dispute is asking for proof from Zando...

Please see correspondence below

Dear Tracy, Your order *** has been cancelled because your payment could not be completed. This could have happened because your card payment was unsuccessful, or you did not complete the Instant EFT payment via the checkout process. Possible reasons for Card payments: • You attempted to pay via Debit/Credit Card but entered the Security PIN / Name / Expiry date incorrectly or your card is not activated for online transactions by your bank. We suggest you select another payment method for your next order or contact your bank to enable your card for future transactions. • You did not update the OTP sent as a SMS by the Bank. Sometimes the phone number registered with your card or bank account is different than the one in use at the time of your transaction. Please contact your bank to update to the correct phone number or use the SIM card associated with your bank account to get the OTP. • You have insufficient funds/credit. In this case, please select another payment method or create an order after you have sufficient funds/credit on your card/bank account. • The bank has declined to process this transaction. Possible reasons for Instant EFT payments: • You did not complete the Instant EFT payment as part of the checkout process. The payment must be completed during the process initiated via our checkout to ensure that it is allocated to your order. Payments made outside of this system will not apply and will need to be refunded to you. • You did not update the OTP sent as a SMS by the Bank. Sometimes the phone number registered with your card or bank account is different than the one in use at the time of your transaction. Please contact your bank to update to the correct phone number or use the SIM card associated with your bank account to get the OTP