PAXI / PEP

Some one sent me a package through paxi on Monday 15th of October paid for the 3-5 days delivery today Monday the 22nd of October package has still not arrived spoke toe 3 people who assured me it wil be here today as today is the 5th business day and yet still no package so who is going to refund the sender since the service she paid for has not been delivered? Will never use PEP PAXI AGAIN... USELESS