Lost Parcel from Aramex

Goodday I want to find out what is the steps to take if aramex lost a parcel that was suppose to be delivered this week. It was send fron Cullinan and it got somewhere lost in Pta. The lady whose parcel it is, is very upset becaur it was her sons 21st gift. Now the parcel is just lost. This is unacceptable. I will add the waybill number. DBP ********** 6774