Shadowfax — Delivery guy behaviour

Shadowfax is a delivery partner for Ajio.
We have raised return pick up for several times. The deliver person does not come to us place but calls up and ask for OPT stating he will pick up the product in 5 mins but he does not pick up. He updates the ticket as closed without picking the product.
Today he called but I could not answer however immediately I called in 2 mins. He answers rudely and says why you didn’t pick now I cannot come.
Refused to come and pick the product. I have the recording of the call.
Can someone take action on thr irresponsible people. I