Etrade Online — Product not delivered but tracking id shows as delivered.

We placed an order for dog biscuit (purepet chicken flavour - 455g jar) on 24th Dec, 2023 with a tracking id[protected] and the seller is Etrade online. The above tracking id shows that the product was delivered on 26th Dec, 2023 at 8.03 pm while we had not received any such product though we were at home during the said time. When we chatted on customer service on 28th Dec, 2023, the representative messaged that it would be resolved within 24 hrs. Request you to kindly look into the above and deliver the product asap.