Shiprocket — Non delivery of product and bad customer support

I sent material to one of my customer in Bangalore. The shipment was supposed to be deliver by 29 jan. But when not delivered I check status shown delivery attempt and NDR raised. I discuss with Buyer. Buyer confirmed that no one called.
I clear NDR sharing screenshot. But customer support doesnt listen and said that they are looking into the matter. On 2nd feb at 6:30 Pm I Called again and they ensure me that shipment will be delivered by 3rd feb.

But at 9:30 pm on 2nd Feb I see that RTO generated and my amount debited.

I dont understand what is the use of escalation and informing on time. If already thing is under communication than why RTO generated. I send no. Of mails and chat and call but whatever they said was all fake. It they are really taking action then RTO was not generated.

SHIPROCKET is unreliable and have worst customer support I have ever seen in any of the service industry.

I lost my customer and future business just because of Shiprocket.