If you encounter an issue with a payment with an online merchant, you should first contact the merchant's consumer support to find a solution.
If you can’t resolve the issue with the merchant, tap the 3 dots (…) at the top right of your screen in the details of the payment. Then select Report a problem and I haven't received my purchase.
Most issues are resolved faster when you contact the merchant directly. If you report the problem through your Wero app, the process may take longer.