Stalling to avoid refunding after No Delivery

I made an online order 2 weeks ago via the app. When I emailed to get an update and cancel the order, they asked me for proof of payment - indicating that they had no info whatsoever about my order. They then ignored my emails for two days after receiving my POP so they could get my order shipped instead of cancelling it like I requested. You wouldn't have asked for POP if my order had already been shipped when I contacted you. Now I'm being told about 'procedures'. Is it procedure to lose someone's order for two weeks, ignore their request for cancellation, then stop communication so you can ship the order and inconvenience them by having them go collect it in order to get the refund due to them? Your incompetence is disgusting and I know for a fact you are just stalling because you don't want to refund me.