Money back

On Friday, 29 November 2019, around 00:05 I made a transaction for the Black Friday Sale on Superbalist. unfortunately for me the APP froze and bombed out such that I was not given the order now however the payment was successful and I immediately saw that the money was definitely deducted. In the morning I received an email from Superbalist informing that my order (Order No. *** ) was cancelled. A Superbalist consultant advised that I need to have a PDF proof of payment first. I called Standard bank and i was advised that they will not be able to give me a PDF proof of payment because I was not using the banking app at the time of the transaction but I used secure payment on Superbalist app. even after all those efforts , the online shop did not refund my money. I just want my money back.