I paid using Payoneer 12 days ago but seller has not received funds

I purchased some stuff online and the seller uses Payoneer. The money was taken from my bank account on 2 November and I have confirmation that the transaction went through from Payoneer but, 12 days later, the seller's website is saying it's not been received.

I have tried to contact the seller but, as yet, no response. So what buyer protection is given?