Evri complaint: Lost Parcel

My son purchased some weight loss medication via Asda Doctor, I collected it from store and then used Evri to send it to a parcel shop.
Apparently I clicked on Home delivery (how I don’t know and why would I as I knew my son wouldn’t be at home) and then put in a parcel shop Postcode, so when they tried to delivery it the parcel shop had no knowledge of it, so it was returned by Joseph to the Evri Depot.
I didn’t know Medication was prohibited but did know it wasn’t covered by compensation, so obviously I didn’t purchase cover.
1. Failed delivery so parcel was returned to depot.
2. Parcel would be sent back to me within 7 days
3. Chased Evri was told I still need to wait as the 7 days had not lapsed.
4. Phoned and was told I could put in a claim for a lost parcel. I did this and gave proof of receipt for the item (medication). My claim could take up to 28 working days.
5. Was told that I purchased my delivery through a retailer so I would need to take my complaint up with them. I purchased it through the Evri phone App and got the retailer to print my label.
6. Was told as I said it was medication it was not covered by their compensation, I said I new that, hence why I didn’t purchase the cover for this.
7. Email from them to say parcel had been scanned, but no update on my app.
8. Chased again told there had been no further movement of my parcel so I would have to allow more time.
9. 42 working days has now lapsed, still no parcel.
sent email asking for the refund
10. Get a phone call saying item not covered by compensation. I asked for a manager to contact me. still to date they have not.
11. I sent a letter to head office explaining all the above. I get an email back today saying from Chris Hayes Customer Services, to say the item was prohibited so its not covered.

My argument
1. If I clicked on Home delivery and then put in a parcel shop postcode then why did the system allow this?
2. Why if it was a prohibited item did their system allow me to continue and purchase the postage.
3. Regardless of the contents Evri have been negligent with my parcel and have lost it.

I can’t seem to upload my documents. I have screenshot the letters then saved as pictures but it won’t let me load them. if there is another way to upload them let me know