Shein Canceled My Order but Never Refunded the $13 Payment

On January 12, around 6:00 p.m., I tried to place an order on Shein using my Ziraat Bank debit card. I received a card error three times, but on the fourth attempt, the payment went through and my order GSO1TE57F000HP6 was created. Later that same day, around 10:10 p.m., I received a notification stating that my order had been canceled, reportedly due to a card issue. The next day, I placed a new order using my Bonus card, which was successfully created with order number GSO1TE24F0023GB. However, the $13 USD charged to my Ziraat Bank card for the first order was never refunded.

After this, I contacted Shein via email and opened a support ticket. However, just a few minutes later, when I checked again, I saw that both my support ticket and my first order number had been completely removed from the system. At this point, in the “My Orders” section of my account, the first order does not appear at all, as if it was never placed. When I spoke with customer service, I was only told that the payment had not reached them, but no clear explanation or solution was provided.

Because the items were urgently needed, I had to purchase the same products again using my Garanti Bonus card. Despite this, the $13 USD charged to my Ziraat Bank card was still not refunded. When I contacted my bank, I was informed that no refund transaction was visible. I live in Bursa, and this process has caused me both financial loss and wasted time.

I request that the $13 USD charged to my Ziraat Bank card for the canceled order GSO1TE57F000HP6 be refunded to me as soon as possible.