Shiprocket — They dint delivered my product as per the terms and condition

I have booked a parcel from Shiprocket AWB : SRTC[protected] which was suppose to be delivered to the customer on 2nd of july, but that consignment has been returned back to my destination and no message has been passed to me. My package is in my city yet they are not delivering my package to my office. now I want full refund of my money from them. My customer has already cancelled the deal and filled a fraud case against my company. Shiprocket working culture is so unprofessional, they dint even intimate anything to me during the entire process. when I called them then they say, the shipment has been returned with any proper information. They also cannot give me the proper info why my shipment has not been delivered.