immediate payment reversal

I placed an order worth approximately R2000 at 11:30 containing food and baby necessities. After waiting several hours, I only received a cancellation notification at 14:15. I have been a loyal user of the app for over a year and this situation is unacceptable, especially because the refund may take several days while I still need food and essentials for the weekend. Please escalate this urgently and advise whether an immediate reversal, voucher, or alternative arrangement can be made.