Money's lost

I have been working with a yoko machine for a couple of months now. The first incident I had happened a couple of months ago. I processed a payment through their card machine and after the customer left with my goods and no transaction was reflecting on my statement. After a number of calls to their customer service, the end result was - the transaction was lost because I took more than a minute to swipe the card. R500. On Saturday I a customer swiped their card and yoko machine said payment successful. When I went to my sales report later in the afternoon, I found that there was a arrow through the amount with a message - card error. I contacted customer support on Saturday and they rep**** on Sunday that their accounts will get back to me shortly. It's Monday and I have had no further communication and on my payout report, the money is not reflecting (R1300). The customer has my goods and I have no way of contacting them to request for them to pay me again and Yoko have not come back to me. Their Customer service BOT was unable to assist either Totally unacceptable and now my only option will be to go to the ombudsman to try retrieve the funds from yoko. Wont use their card machine ever again.