Refusing to refund me almost R700 for an order never received

UberEats refusing to refund me almost R700 for an order that was never delivered. They can't provide me with proof that their driver tried to reach out to me. No in-app messages. My 2nd food delivery on the SAME order arrived & you can see all comms in-app. How does this work?? On my other food orders you can see it shared the 4-digit pin that's required upon delivery. This is daylight *******!!