Evri complaint: Non delivery of parcel and poor response from Evri

I sent a parcel on the 27th of December, since then the parcel seems to be stuck mid way and as this is an ebay sale the buyer has put in a complain against me. I have tried to ring Evri and have used their bot chat but to no avail. I have no idea where the parcel is at the moment. Evri’s response is to refund the amount to the buyer, which means I will be £80.00 out of pocket. Or to send another item. I cannot do this, as the item was an iPhone and I don’t have a replacement. I am not a business! Where do I go from here? Surely someone should be able to contact the people, who are in possession of the parcel. Even if I refund the buyer I will be out of pocket and I will not have the iphone that I posted. This is just not good enough. I need to speak to someone, who can find out what is happening and either return the parcel to me, or deliver the parcel, as per my contract with Evri. When I purchased this delivery process from Evri I made a contract and they made one me. I expect Evri to honour that contract. Details of parcel info: Thu 28 Dec
6:28pm At the national sorting hub. Evri Tracking no: H0067A0261920182. Tracking no provided by drop off hub: P6314043