Written off goods,frustrated

I've sent a customer a package a month ago from randburg to Durban hub just before floods, while client is waiting for package we tracked the parcel and were informed that kzn paxi is affected by floods, so there's going to be a delay. To my surprise the client tracks the parcel again and it says the goods have been written off. So how do I go about because pep paxi doesn't call nor inform us, when I call they don't answer.