I have order no but the order can't be located

On the 28th of December I have placed an order for 9 items, the order is visible on my site with the order number given, but on their site they can't locate it, it was a sale but is it possible that I'm given an order no that doesn't exist on the site but exist of my site, I have been trying to email them truworths online but their response is not about the problem in question instead they tell me about the order I'm not asking about. They didn't even bother to open the screenshots of the order in question when I email the query.

Do they really understand what customer service is I've asked about order no *** which they can't seem to locate but they respond about order no *** which I don't have a problem with. Kindly fix this and send my order I doubt I can create an order number from my head. And please go back to my email and open the screenshots before you jump to answer what not relevant