I know where you messed up. Actually, after you upload the documents, you have to press next down on the page, then sign the declaration electronically and then submit. So that document status that says uploaded will change to submitted. Its a fault on your side (even if its an honest mistake) so yes thats why they never received the documents. Did the courier tracking say delivered? If so, then its mostly reached if you had the address down correct. My suggestion would be to write up another webform attaching another letter there (you can upload documents on webform). The letter should state what I just told you about how you failed to actually submit and just uploaded it and that it was an honest mistake. If you have the screenshot of ‘status that says document uploaded’ make one pdf with the letter and attach the documents ASAP.