Ubereats doesn't help

On 30 August i placed an order for debonairs pizza via ubereats, in soweto Dube. The payment was done via card, but when the driver delivered the pizza my sister forgot that i already paid for the pizza and gave the guy by the name of Lehlohonolo Knight R160. When she realized the mistake, she quickly went to the shop and requested that they give her his numbers of which they did and i also sent a message to Uber requesting help on the matter. Todate nothing has been done and the guy said he will pay the money back then he did not and sent a message saying we should go claim at the shop. How can someone take money when they know that the food was paid for already, i mean no tip can be 100%