PayU - Poor response time on money taken from client and not transferred to Merchant.

I made an online payment to Hirsch's through a service PayU provides (the merchant signed up to use the platform for their online payments). The money was deducted from my bank account and the discovery miles were taken from my account. The transaction took place on the 25th of November 2022. I followed up on my order number only to hear that the order was canceled due to non-payment. I sent through proof of payment and the merchant just responded by indicating that they didn't receive the funds. I should follow up with PayU. After a debate, the merchant said that they would send an email on my behalf. The mail was sent, however, no feedback was received from PayU or the merchant (Hirsch's). To me, it is terrible service delivery. Therefore I would like to make you aware that should you want to order online at Hirsch's or any other merchant that makes use of PayU as an online gateway you run the risk, of losing your money and not being assisted to either being refunded or serviced with the product order.