Woolworths slacking on reverse payment - 3 days

Hi. My girlfriend, Pam, place an order 4 March 2024 with Woolworths "Dash" in the afternoon. By the evening we didn't receive anything. Not a phone call or a knock on the door. That day was a very wet and rainy day. We are based in Parkland, Table View, Cape Town. The order number ref was #o ***. March the 5th 2024 I contacted the Woolworths delivery help line and was then informed that apprently the delivery person tried to phone Pam but Pam didn't answer. I asked the call lady to verify the phone munber that tried to call her. That phone number did not appear on her phone. As a fact there was only one phone call made that day. The lady then informed me that the items we ordered was returned to the store and I said to her that the status on the oreder slip showed that it was delivered. She reasured me that the items were returned to the store - ref number ***. On the 7th of March we noticed that the payment had gone off Pams account for the total of R 367, 94. I then contacted the Dash customer line again - ref no ***1 - the lady on the line then told me that the request was put through the previous that the goods weren't received and that it takes up to 24 hours to reverse payment. NO PAYMENT HAS BEEN RETURNED FROM WOOLWORTHS. This is unacceptable. For a company like Woolworths to take your money, yet you didn't receive anything. I told both ladies on both occasions that the app should not show delivered when it hasn't been but to show "RETURNED". I would like some help in getting our money back. The items were also specific because my girlfriend is diabetic and can only eat gluten and lactose free products.