Takealot - Stole my friends payment

My friend tried to make a purchase on TAKEALOT.com (first time)

She used a voucher R200 and made the remaining payment via a deposit.

She used the incorrect reference number in error on the payment and the order was cancelled.

Contacting Takealot resulted in her being told that her payment was not valid!!! (Response from Brian at takealot)

The payment is in Takealot's account and needs to be refunded to my friend. Or is Takealot's stance on incorrectly referenced payments that of theft where they just keep the payment for themselves.

I expect better from a reputable company.