Lost parcel

DPD lost a valuable item that I'd sent via their delivery service. The number they gave me for tracking did not work and they deny any knowledge of the parcel, despite the shop where I posted it remembering having sent it.

Dear Mrs. Carla Heyworth,We would like to thank you for registering this incident regarding Transport Guide No. 097674638150284, and we are very sorry for the situation that occurred, which deserved our best attention.Please be advised that we have forwarded your complaint internally for due analysis, so we will get back to you as soon as possible.We also inform you that your exposure was registered in our continuous improvement process regarding the aforementioned submission.We apologize for any inconvenience that may have inadvertently occurred and we hope to continue to count on your support.For faster and more effective communication, you have been assigned the registration in the Subject of this email. Please do not change it in future contacts on the same topic.  Melhores cumprimentosBest regards,  Team FRONT-OFFICE    DPDDepartamento de Serviço a ClientesPense bem antes de imprimir esta mensagem: é necessária 1 árvore para produzir 20 resmas de papel.    11-04-2024 17:04:25 - :From Date11-04-2024 17:04:25To apoio.consumidor@dpd.pt apoio.consumidor@dpd.ptCcReply to Subject [DPD Portugal] Email secured by Check Point

Hello DPD,I am still missing this item and have proof that I sent it in good faith via your courier service.I wish to escalate this with your internal team, or to receive a refund from you for the inconvenience and lost item. Thanks