OK, please advise me how I can word this conversation better...

I ordered a game (Sims 3 Showtime). I downloaded it and installed it. There was no physical copy. The credit card was charged 3 days ago. Yesterday I received this letter:

Thank you for your order from Origin on June 12, 2012. We have not yet received payment during the past 3 days and your order has been canceled.

If you have already sent payment, please disregard this notice as your order will be processed when your payment is received. If you have not yet sent payment, your order will not be processed. If you still want to complete your purchase you must place a new order.

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So I went to the Origin website and entered a help request. This is the exchange:


You are now ready to chat with Neha.

Neha: Thanks for contacting EA Help! My name is Neha how may I help you?

you: Good afternoon. I'm confused about an e-mail that I received that tells me my order for Sims 3 Showtime was canceled due to non-payment. Yet according to my bank the charge cleared 3 days ago.

Neha: I understand your concern. Please don't worry, I will try my best to help you out.
Neha: Will, Please provide me your order number?

you: (Order number here)

Neha: Thank you.
Neha: Willm, I have checked it has been cancelled.
Neha: Sorry Will*

you: It can't be canceled. I already have the order and Origin (EA) has already taken the money for it.

Neha: Please don't worry, if you have charged for this order, you will get your money back .

you: No no no. I don't want the money back. I have the order. It was a digital download.

Neha: You will get it back in 2-3 days .
Neha: I can understand that but it has been cancelled.
Neha: So, you can place your order gain if you wish?

you: I *have* the item.
you: I have it and it has been paid for. I do not understand how it can be canceled when I already downloaded it. It is not a physical copy.

Neha: Please do not worry Will, you will get your money back.

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At this point I said never mind, it's obvious we're not connecting on this and proceeded to close the chat window. Did I not make myself clear? Was I missing something that could have helped me work this out?