The issue is - it’s left your account you can see that, but maybe they haven’t received it and your bank failed to credit it back to your balance. This is why they need to see the transaction so they can investigate whether or not the money did land their side.
As blackjax as stated above - you will need to submit what they have requested. I know it's a pain but it'll take just a few minutes. Find the transaction on the screen and record it and submit.
No they just went a video showing the transaction leaving your account. So you can record that part. This may be an issue you need to take up with your bank if they’ve not actually received the money. Are you sure the amount wasn’t credited back to your bank?