Tread + Miller Online Disappointment

About Tread + Miller I have ordered and paid for a bag online on the 26 November 2022. On the 30th 9h00 I received an email saying my order is being processed and was assured that the bag will be handed over to courier. Later at 13h52 I got an email saying I will be refunded because the item(bag) is damaged. I have a question. Which order was being processed between 27th to 30th for them to learn that the item(bag) was damaged. As they say "I'm a valued customer" I need that bag. I was relaxed knowing I have paid and I will receive the bag. Please help!