Atrocious recovery process

I ordered a book on 17 January 2020. Their system indicated that payment did not go through but the amount went off my credit card. After following up with them I received an email from Loot on 20 January 2020, indicating that the money was received and that the order will proceed. I followed up again today after another order placed and paid for on the same day arrived today. I was told the email from them was incorrect. I have to send more proof. Their recovery process is hopeless or their agents do not know what they are doing.