No goods and no refund

I bought some goods on Snatcher for the amount of R570 Online on the 28 January 2023. I slso received an email for proof of payment. On 30 January I emailed Snatcher to check how long it will take for them to send my goods and they said I must give them my order number and when I log into the account it doesn't have an order no. Then i asked them to refund and they asked for a proof of banking letter and I sent them. Since then when I ask them about my refund they don't respond. It's been almost a month now. Please assist me to get my goods or refund. I also sent them my proof of payment.