Aramex no parcel information very upset customer

DBP***

I urgently need follow up on the following parcel that was dropped at Caledon Pick and Pay on the 1st of April 2021 early in the morning, my customer is very upset she paid for fast delivery and needed the parcel long before today 7th April 2021 for a function. Where is it now? How can you accommodate me for the damage done to my business's name?? I need to refund this customer now. The parcel is not even picked up on any system??