TakeAlot took my money and gave me nothing

I have ordered several times from this company and have not had any issues. This time however, I wanted something for my grandson as a gift and needed it asap. My first order went through (they seem to have my CCV number) and the payment went off. A week later I got an email to say the order has been cancelled due to non payment. However the payment did go off on my account I ordered again thinking they will reverse one of the payments and received the good a few days later. Now it seems they will make it as hard as possible for me to get my money for the first payment back - I have sent the payment as extracted from my statement, I have sent the order numbers and the emails received from them. Surely order numbers are linked to payment? Probably won't order from them again