Shoppersstop.com — Unable to get refund for the cancelled/ undelivered order

I had placed order on March 15h which is not delivered yet. I called shoppers Stop and their delivery partner Ecom express to get the parcel but they kept saying we can't trace it.
I then requested to cancel the order on March 25th and refund my money. It is more than a month now nothing is done. Shoppers Stop keep emailing only once you email saying we are tracking it.

My order number:[protected]