Smart shopper points missing

On the 4th of May 2025 at around 11.30am, I ordered goods via the Asap app from the Little falls branch, Roodepoort. At the time of purchasing I'd had +-R23.50 smart shopper points that I wanted to redeem with the purchase. For some reason the purchase did not go through the first time, however the points were taken. I then requested a refund for the points the same morning via the app and it said that it would go through. To date no refund was made. I then emailed the customer care twice this week, but no one responds to my query?? I'd like to understand what the hold up is and why the points have not been refunded and more importantly, why does the customer care send generic responses to ones emails confirming that someone will contact me within 48 hours, but it has now been 6 days and to date noone has reverted?