Clovia.com — Return/exchange of order I'd 15542300

I've placed a return request of 2 of the products and exchange request of 1 product for my order I'd 15542300 but my refund and exchange is not initiated by Clovia. It's been approximately 15days the product are picked up but now they are saying that they have not received the pick up confirmation. I'm really pissed off. I think it's Clovia's duty to get in touch with the Delivery agents and not customers. They are actually cheaters. I'm placing queries daily and still no resolution. Now they're asking me to share the screenshot of pickup confirmation message that I've never received.