Skynet poor service delivery

Skynet collected my return parcel to Shein on the 6th of January in Upington. Keep on telling me it is at the depo in Johannesburg. They have not send it back to Shein as yet and I am getting no reply as to what the problem is. If you track the parcel on there tracking portal it says parcel lost. So I am losing out on my Shein refund. I think this is pathetic service from Skynet and there staff.