Shiprocket — Fake status updated and high money demands

I have placed one order #[protected] in shiprocket to deliver a parcel to customer on 8th oct'21. On 16th Oct, i can see status of order is Out for delivery . All of a sudden on 16th Oct evening i can see the status is order undelivered and NDR raised(1st attempt), and suddenly RTO initiated.
I checked with customer, shadowfax surface didn't attempt any delivery, no phone call received by customer and they updtae status as Customer refused . Whereas shadowfax surface BOT send message to customer in whatsapp that if they want that product or not and my customer already send acceptance message and BOT send message that item will be deliver on next working day.
But suddenly RTO initiated status updated by shiprocket.
Fake status are being updated shiprocket day by day and charging high RTO charges and delivery charges eventhough not delivered the product .
Shadowfax surface AWB: # SF[protected]KR
Contact no : +91-[protected]