Day light *******, theft and lack of transparency.

I ordered medication from Uber Eats at a pharmacy in Braamfontein through Uber Eats, but I did not receive any contact from the driver. Uber Eats is now saying I am not eligible for a refund. They are not even considering charging me for delivery only. My order was well over R600; I have now lost all that money for what? I reported immediately to Uber Eats that I did not receive my order, but now I am told I will not get my money. Order D 73A6. I am willing to pay for delivery, but I don't understand losing 624 over a R20 delivery.