Refund

I made order on the 29th June and 30th June first order was paid same and addition one on the 30th June and send proof of payments. And order has to take 10days for delivery due to covid restrictions. I made follow up from July and i was told items ordered are out of stock, then i requested refund. Surprisingly payment of the 30th June it was traced fast but the one for the 29th cannot be traced though same reference was used. I have sent emails 5days ago and no one is responding to my emails. Please assist me hellopeter