My order gets cancelled without answering question

I placed an order and could not go back and correct the address. I contact them with all the details. I later in the day get a email stating my order was cancelled. And no answer/reply to the question I sent them on the order. It cost me my R59 voucher now that no longer worked when I attempted to do the order again. How can a company just cancel what you want to buy without answering your question on it first.?? Very dissapointing