I want my money back

I purchased kids' sneakers online using cash. A few days later, I received a call from a lady in the Online Department who informed me that my order had been canceled because the shoes were not in good condition. She requested a bank letter to process my refund. However, when I reviewed my order, it stated that "I changed and canceled the order." I'm confused about how that happened since I was informed by them that the order was canceled. 👎🤔😡😡😡😡