Unhappy Customer

I booked UBER package for my delivery at 10.48am. The driver only picked up the package at 11.20am. At 12.37pm I received a message saying the package was delivered and paid for. However, the customer didn't receive the package and didn't make payment. I tried contacting the driver numerous times and he ignored my messages and calls. I have made contact with UBER on the app but still waiting for feedback. The customer is celebrating Diwali on Thursday and now because of the driver's incompetence we now faced with a difficult situation. I will have to refund the customer and she will have to make other arrangements tomorrow. Please assist urgently.