Refund not yet received

On the 27th of June 2015, I placed an order with Zando (***), for R297.00. I immediately made an EFT payment as per usual. However, I made two mistakes, I used an incorrect reference in my deposit and I did not print proof of that payment (Zando has never requested proof of payment previously). The order was then cancelled. For the refund, I was asked to provide proof of payment, which I could not. Instead, I gave Zando a reference number from Standard Bank, which Zando could use to track my deposit. I also printed a list of my payments, which included the R297.00 deposit in question. After all that effort, Zando told me (on 03Aug15) that they only process refunds on proof of payment. Now my question is, how often does Zando follow up their bank statement? Does this mean I have lost my money because I have made an honest mistake?