Ubereats support refuses to assist me with refund for cancelled order

Uber eats support is refusing to assist me, on the 16th of May I ordered Fusherways via website as I don't have an app, and Chris Hani Road was selected, I made the payment as it is requrred upfront while I was trackkng and waiting for an order the store cancelled the order but money was never refunded

To query I went to same Uber eats website I ordered from and thru are refusing to help