Yoco payment dispute

I have been emailing Yoco support for the last 2 weeks due to a ********** dispute on an online shopping payment made which I never received. The vendor has since then gone mute and I have been trying to get Yoco support to assist me in this matter to investigate or reverse the payment made through their system. Since then I have sent numerous emails to Yoco asking for an update and then they ask me to provide more information as if I haven't sent it a couple of times already. My assumption is that the money I paid through the Yoco system to the vendor is lost and Yoco is unable to assist or not able to reverse the money I paid over via Yoco secure payment.