Uber Eats left my food by the street

The driver came to deliver the food order to our address however the drivers destination pin was behind our complex. I left a delivery message to the driver to use the other gate opposite the tuck shop. When the driver arrived for delivery I tried calling him to no avail. We didn’t receive our food but the driver reported to have delivered the food. Sent a query with Uber they sent a photo of our food left by the street behind the complex not even by the gate and according to uber EATS that implies the driver followed delivery protocol and I’m not legible for a refund. Are drivers supposed to leave people’s food in the streets if customers can’t get reached for whatever reason? Why didn’t the driver take back the food to the restaurant and also the driver needed a pin to confirm delivery because he left without receiving the pin how is this acceptable. What’s the point of having a pin if our money is going to wasted. I also don’t understand how I’m not legible for a refund whereas the photo serves as proof that my food was left by the street.