Lost in transit? Money making scheme?

I had to send a parcel back to Boksburg from Klerksdorp and during transit the parcel was hi jacked when it was time for them to pay back the value of the parcel to me they only paid back 30% of the total value. When i enquiered as to why it was only 30% they said that the maxium amount payout is R500. Not once was it mentioned to me that the maxium payout amount is R500 when i asked the manager of the pep store the manager stated that they even didnt know that the maxium payout is R500 but only knew about maxium 5 kms.