BitPay refusing refund - ideas?

So you may know BitPay makes you pick a wallet before presenting you with a payment page - I was making a ~9 BCH payment to a BitPay merchant and picked Electron Cash, which uses BIP70 protocol. But my EC wallet didnt have the funds so I copied the address and the amount from Electron Cash into Ledger Live and made the payment. I sadly watched the invoice time out and then disappear (but I took screenshots!)

Now BitPay is saying there is no such payment related to the InvoiceID and can't help me.

To quote them directly:

This transaction does not belong to a BitPay Invoice (TXID).

I took notes and screenshots when I saw the payment left my wallet but didn't hit their system.

TLDR: I sent ~9 BCH to BitPay and they never credited me nor will they refund the payment.

Is BitPay screwing me?