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Nthabeleng R

1 reviews | Active since Nov 2025

29 Nov 2025, 07:30

Parcel Lost & PAXI Refuses to Compensate the Person Who Paid

PAXI Lost My Parcel & Refuses to Assist the Receiver Even Though I Paid Everything

Review: PAXI has confirmed that my parcel is lost, but I am not satisfied with the way they handled the investigation. From Tuesday, I was the only one following up. PAXI kept giving unclear updates and did not provide proper investigation details before telling me the parcel is “lost”.

What I do not understand is this: • I am the receiver, but I am the one who paid for everything (the full delivery fee + the big PAXI bag) • The sender paid nothing • Yet PAXI says they cannot help me claim the refund or compensation • They even tried to call the sender, but he is not answering — so now I must carry the loss • My parcel was worth R2,830 • The refund they are offering is only R500, which is not acceptable for a lost parcel of that value

How can PAXI refuse to assist the person who actually PAID for the service?

This is extremely unfair and unprofessional. I need PAXI to: 1. Reopen the investigation 2. Explain what happened to my parcel 3. Assist me with the compensation claim, because I am the one who paid and I am the one suffering the loss

Please resolve this urgently.

Reference: (CSA001DRI3

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Replies (1)
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Nthabeleng R's update29 Nov 2025, 07:49
Reviewer Update
I am writing to request urgent assistance regarding my PAXI parcel, which has been declared lost without a proper investigation, and to raise a concern about how my case has been handled.


Reference Number: CSA001DRI3

Tracking Number: D***


PAXI informed me that my parcel is lost, but I was the one who constantly followed up from Tuesday. I received unclear updates, and there was no detailed investigation provided before concluding that the parcel is lost.


What I am struggling to understand is the following:


  • I am the receiver, but I paid for everything, including the full PAXI delivery fee and the large PAXI bag
  • The sender paid nothing, yet PAXI tells me that they cannot assist me with compensation because “the sender must claim”
  • PAXI even tried contacting the sender, but he is not answering his phone
  • I am now the one who stands to lose financially
  • The value of my parcel is R2,830, but PAXI only offers R500, which is unacceptable for a lost parcel of this value


This situation is very unfair, especially because I am the paying customer, and I am the one suffering the loss.


I kindly request:


  1. That the investigation be reopened
  2. A detailed explanation of what happened to my parcel
  3. That Pepkor/PAXI allow me, the paying customer, to claim compensation
  4. A fair compensation amount for the value of the lost parcel (R2,830)


I trust that Pepkor will urgently look into this matter and assist by escalating it to the PAXI management team.


Thank you in advance. I look forward to your response.


Kind regards,

Nthabeleng Ramokepa