PAXI courier service inconvenience

Worst courier experience from PAXI courier services. I ordered hair from my supplier on the 3rd of October 2023. The supplier sent the parcel via PAXI JHB Mayfair, destination was set for store P4445. I received an SMS with details about delivery and I noticed that the destination store was incorrect, P4445 instead of P4448. I immediately alerted the supplier and they went to request for a reroute to store P4448. The reroute was done at 14:58, according to the route tracking. The courier collected the parcel from JHB Mayfair at 16:48 with the instruction to reroute the parcel. However the courier still delivered the parcel to P4445, while the reroute was done 2 hours before the collection. The parcel was due for the 10th of October. My costomer wanted to use the hair for an event this weekend (14th of October). Now the parcel is at a store in KZN and I'm told that the parcel will take another 3-5 working days to arrive in Vaal. What an inconvenience, my customer wants a refund because I have not delivered. This is a big inconvenience for my business!! I have to suffer a loss because someone didn't do their job.