Meesho — Marked as delivered but did not receive my product.

I got a call from shadowfax courier service on 16th Jan..Courier service person was not ready to give door delivery ..He said he will not and will drop courier at society main gate..I told him not to give it to security person as they don't give home delivery and you only come to 21st floor..I have waited for a while but he did come..I called the courier person again he said he will come in half an hr but he did not come but I got delivery msg..I immediately informed shadowfax feedback form that courier is not delivered.But nothing has happened...I called courier person that you had not come and how can I get delivery message from courier service I have not shared pin number also.He said that madam the courier is with me only and I will give it tomorrow morning at 11 am..I have waited till next day i.e17Jan.. I called meesho for resolution on 17th ..Customer executive said please wait for 24hrs and if the product is not delivered pls reach to us..I called Meesho on 18, Customer executive said I will raise complaint and investigate with delivery partner.
I got mail from meesho that the product is delivered and some shadowfax delivery receipt.They mentioned that if the signature is not matching then please provide pan card copy..I have shared pan card on mail with meesho and mentioned that my maternal surname is Sarika Deshpande and my after marriage surname is Kulkarni..I have not changed my name on any document and in bank also..So I can provide pan card with the name Sarika Deshpande..I have also shared with them that we as a society use My gate app for each and every entry..I haven given screenshot also to prove that no delivery person has entered my society to give courier on 16th..I have discussed with meesho team on call and mail also..But again they are mailing me to provide pancard of Sarika Kulkarni name
..How can I provide them as I have not changed my surname on any document.I had made prepayment for the same but did not receive my product..But they neither they are providing me refund nor they are delivering product.
Please Help
Sarika Deshpande-Kulkarni