Paxi

I sent a parcel last Thursday in pep 4707 in jhb CBD inside they were forever living supplements.when you get to the store they sell you a plastic not asking what you are sending like other stores do ND they give a phone to register your parcel now problem starts when parcel isn't moving from the store.i contacted paxi they contacted the store that I sent pills ND they aren't allowed to be sent.i have been sending those parcel from 2018 to date I never experience such now I ask them to refund R100 for Plastic since my parcel didn't go they refused ND manager ND her employees were super happy ND proud about that so my question still stands who must send our parcels when we get to pep employees or customers do it themselves? Who must make sure that we send parcels that paxi allows before buying the plastic? disappointed with paxi