Apple Pay

My daughter paid using Apple Pay on JD Website - no confirmation email/no goods. Money has come off her bank. Contacted JD twice on phone and several emails. They cannot see an order so cannot refund. Where has the money gone then?

Is it bank we need to speak to?

Apple pay transaction taken £65 off a 16 year olds account 2 weeks ago and JD said cannot provide goods or refund - shows clearly on bank account as JD sports??