UPS lost my documents

I am expected to receive a delivery from USA to South Africa. The parcel was sent on 26 November and I was told to expect it on 4 November (according to the app and email). The status on the app just changed to delayed and I didn't hear from UPS again. Today (after me following up twice) I receive an email from UPS asking me for a photo of the box because they are having difficulty locating the box.

So basically they have lost it. On top of that they expect me, who has never seen this item, to provide a photo.