Snatching snatger

I made an online purchase beginning of February. Got a order number and all, however the order never arrived not even packed. When i enquired i was told they will get in touch with the supplier but to no avail. I ended up canceling the order but till today i haven't received my money . although i submitted the documents they required me to submit. All i get is a reply that the matter is being taken up with their accounts department.