Ekart Logistics — Delivery Not Received but Order Marked as RTO (ORDER_REJECT)

Dear Support Team,

I am writing to raise a complaint regarding the replacement of my Longway Gusto Exhaust Fan purchased through Amazon.

The original product stopped working within a few days of purchase. After contacting both Amazon Customer Care and Longway Support, I was informed that a replacement had been approved and dispatched.

Replacement Details:

Tracking Number: LGWP[protected]
Replacement dispatch confirmation received from Longway on 29 July 2026

On 11 August 2026, I received a call from the Ekart delivery team informing me that they were facing some operational issues with the delivery. I also verified through tracking that the shipment had reached my nearest delivery location.

Since the item was not delivered, I personally visited the nearest Ekart location on 14 August 2026. One of the employees informed me that they would check the status and call me back. However, I did not receive any update.

Today, 18 August 2026, when I checked the tracking status again, I was surprised to find that the shipment had been marked as RTO (ORDER_REJECT). I would like to clearly state that I never rejected the shipment, nor was any delivery attempt made to me.

This appears to be an incorrect status update and has caused unnecessary delay and inconvenience.

I request you to:

Investigate why the shipment was marked as ORDER_REJECT without my consent.
Arrange immediate delivery of the replacement product.
If delivery is not possible, process a full refund at the earliest.

Kindly provide a resolution as soon as possible.

Thank you.