Hello tonimon
I would like to point out that we also have an English community. Perhaps another user has the same question and could thus come across your contribution in the English community. Just change the language of the page.
The basic rule for a purchase is: If the payment method is charged but you don’t get a ticket = purchase not successfully completed and the amount will be refunded automatically within 10 days. Maybe you received your ticket in the spam/junk folder, so please check this. Otherwise you can check your purchase by phone +41 848 44 66 88 (CHF 0.08/min.) or +41 51 225 78 00.
Thank you for your understanding and have a nice day.
Greetings, VlaznimA.