Nafa.in — non-delivery of e-gift card.

Website:

nafa.in

I had purchased a Nykaa e-gift card (of value Rs. 1000) for Rs. 990 from the online site nafa.in on 1st January, 2020 at 00:27 hours.
The transaction was successful and the transaction was done through the PayU portal. The transaction ID is[protected]. The order was successful and I received an email stating that the e-gift card would be delivered within 24 hours. But as of now i.e., 5th January, 2020, the order status still says "Pending for delivery". Make note that though the order was placed on 01.01.2020, the order page on the nafa.in website for some reason shows that the order was placed on 31.12.2019.
Nonetheless, there is no other way to contact them except on their support email which is [protected]@nafa.in. I have sent multiple emails in order to know the status of the order but have not got any reply.
On further searching, I found another support platform to lodge a complaint. The website is nafa.freshdesk.com/support/home.
I have lodged two complaints namely ticket numbers 2268 and 2271 there and I was promised a reply within 24 hours. But there has been no response from their end.
Kindly look into the matter and I hope I will get a satisfactory resolution soon.
I have attached proof of the payment, the order and my complaint registration confirmations along with this complaint.
Thank you in advance for investigating into the matter.
Warm regards,
Soumyajit Ray