Why do you not refund?

One of our shipment was was Hijacked in February I filled out a payout request Well Fastway only wants to pay me the value I paid for the item NOT considering, my freight to get it to me and out and also to get my customer a new item. I filled in the form, and raised my concern Now till today I have still not received my refund Also no response from Sashnee Tashmika just says sent for approval For what, my money. I think this is really another poor show from Fastway once again