********** treatment by shoprite manager

Yesterday I went to shoprite left my parcel at the parcel counter and they gave me a tag, while doing grocery the tag fell and got lost in the store when I go to collect my parcel with a receipt as a proof of ownership that yes that was my parcel the store manager refused to give me my parcel she said I must pay R20 for them to release my parcel I asked her where is the notice by shoprite stating if I loose the tag in the shop while doing grocery in their store I must pay she rep**** and said no where but she want the R20. I feel this is ***** to the customers by the shoprite employees