Forgotten Tales

A friend of mine bought a pet but did not receive it. Then he made a claim on the email that comes with the proof of purchase. So after that he can not buy any more pets, he does not appear to confirm the payment. But that's only with the pets. With the other items in the store he can usually. Anyone know how to help him?
(sorry, I use translator)

your friend needs to send a pm to gm inbox with details and screenshot of purchase receipt