Merchant cancelled my order, I waited for 2 months and I still did not received any amount

[MarionRosete]

 It has been 2 months now since my order is cancelled by the merchant, I reached out to the merchant and ask about the refund because its not in my bank account after months of waiting and they responded that `the amount was never been taken by them, The payment was held by Shopify as pending due to suspected fraud. It was never in our account.` . Also I reached out to my bank customer service provider and I think they don't have any idea on how to resolved this kind of issue they said that I should contact to the merchant again and ask if the process of  refund is successful. Can someone in Shopify help me and guide me how to resolve  this issue. Thank you.