Where is my order or my money?

On the 2nd of Feb 2023 I ordered an item and paid online but I omitted to capture the order number ***..as soon as I realised that on the same day I sent an email for Takealot to match my payment of R179 with the order number....but none of that has happened..jnstead my order was cancelled by Takealot and they kept sending me emails from different sources asking me to send my bank statement..I have sent proof of payment to all the email addresses that I received mail from and until today my order has not been received and no solution in sight..if they can't provide me with my order could they please refund me as it's already over a week?