cancelled order

I am very unhappy with Superbalist, yesterday i struggled to pay for an order twice. After you check out their system automatically takes you to payments where you get different payment options. I chose the ipay option, after that i made a payment of R1539.00 which went off my account. If i did not inquire i would not have known that my order was cancelled, when i called them i got told that there is a problem with ipay and i should have made a manual payment. i want to know how on earth would i have known that there is a problem with ipay?? then you blame the customer for your problem, why is that option there if so many people are having trouble with it. now i have to wait for them to decide whether to refund me or not. this is totally unacceptable and since the merger, your service has not been the same.