Refund from Buffalo logistics never received

I order items at Shein but unfortunately my parcel was ******. I requested a refund of the total money that I paid, Shein refunded me but I never received a refund of customs duties from Buffalo they asked me to send refund form and proof of payment to Palesa but she rep**** and said my proof of payment is incorrect. I called them and asked what kind of proof of payment they need, the they said my sms bank notification and it should be in pdf and I did sent that but even today there's no reply. I need my refund!