Laybye quiry

dear hello peter,my daughter laybye a pair of Sneakers at sportscene east rand mall and the expiry date was on the 19th of this month,I went there to collect on the 20th in the morning and I only had her id and I was told by the cashier I can not use it,but the thing is she lost her bag with the slip in it and her phone and all the messages were there as well. what should we do now as my daughter she is always at work and she only get her day off on Friday and when we try calling them their phone is not working. I asked one of the tellers when I was collecting my laybye the very same day at archives about their phone and he told me it's on and off sometimes it's working,sometimes not which makes it difficult to communicate with them and i can't be running to the shop and not getting any help at all,what makes me wonder is that when u laybye you use your Id but when u collect with it,suddenly they can't pick it up on the system with it without a reference. The cellphone number she used for a laybye was ********** 514 which is mo longer in use.