Cashier’s unwillingness to help

Yesterday I sent my brother to go and send a piston for me at PEP 8134 witbank via paxi as he got there he was assistant by a lady by the name of AYANDA she then took a paxi plastic scanned it as he was about to put in the piston in the paxi parcel plastic he was then told that they do not courier “steel” the piston weighs only 200g so if someone wants to send pots/pliers,those things will not be sent because it’s *****? Is it not let the cashier’s duty to ask what is a person sending before she/he scanned the paxi plastic? At the back of the paxi parcel plastic where it’s written prohibited goods it says nothing about steel he then asked to be refunded since they will not be sending the parcel she said she will not refund him because she has already scanned out the plastic ,so now he had to go to the taxi rank and ask a driver to take it along with him and the taxi driver said the piston must pay the full amount as a person pays to ride the taxi from witbank to Nhlazatshe . Putting the life of the person who must collect it at the taxi rank at risk because the taxi arrived around 21:00 in the evening.