Delhivery — Failure to provide service for shipment and refund the amount paid

Order No: AWB[protected]
Order placed on August 13, 4.49 PM Expected to be delivered within 3 days.

Since August 14th, the app keeps displaying the message that " The agent will pickup the item Today". The mobile number of the agent for pickup was shared but there was no response for the calls made to the given number.

Since August 16th I have been requesting to cancel the order and refund the amount through the Chat available in app and even contacted the customer care team over phone.

The order is still active and no action has been initiated