Misplaced Parcel

A parcel was sent to myself via PEXI from Hazyview to Randburg on 07/06/2023, I have however not received it. Upon following up I learned that the store has misplaced the parcel and that we should continue with some claim. What about the cost of retrieving the documents? The time to redo the documentation and not to mention the inconvenience. Clearly someone didn't do what they were supposed to do and I need that someone to take accountability!! Had I not followed up, we would have never known that the parcel is missing. I need answers