Karnataka State Road Transport Corporation [KSRTC] — passenger not traveled - refund

I booked bus ticket for my sister from bangalore to mangalore on 25th oct '18 - pnr - j[protected] passenger name - lavanya

But unfortunately not able to cancel the ticket at last movement. I have inquired bus conductor regarding this. He said he will mark n. T. (Not traveled) in-front of the pnr no.in the travel list. So i can cancel and get the refund. But i am not able to cancel the ticket. Kindly help.

Bus no - 1577
Conductor ph no : [protected]