They way I understand the story:

1. SnapCard was paid for it and ordered the item.
2. SnapCard told the recipient that the order would arrive Th/Fr a week ago now, but didn't give any tracking info (on this 800$ item!)
3. The vendor had some kind of question for SnapCard, and contacted them somehow.
4. SnapCard didn't respond to the vendor's inquiry.
5. The vendor cancelled the order due to lack of SnapCard response.
6. SnapCard did NOT refund the BTC, NOR did they reorder the item.
7. SnapCard did not respond to the emails from the recipient requesting tracking number and order status.

So, the orderer is out $800 worth of BTC, the recipient received nothing, SnapCard  has the BTC!
VIVA the new revolutionary, irreversible-payment economy! 

The whole thing - just as Bitspend did - smells of teenagers in their mom's basement, with big ideas and coding skills, but no financial/business experience or capital. If the only capital they ever got in their life was from their parents in the form of an allowance, then not giving anything in return for it seems no big deal to them. And ignoring questions about its disposition is the same as ignoring annoying questions from their mom...

Best of all, since the revolutionary Bitcoin is irreversible and unregulated, there is not even the danger of being sent to after-school detention for absconding with it! Truly a monumental, "low-friction" payment system!