Porter Partner - Costumer cancelled order and recived order onspot no time to proper it up and costumer has put drive

I was sent order on ** july from sion to bandra and was cancelled by costumer. And costumer had put reason driver related issue. But costumer never spoked to me or contacted me. For this i was effected on my cancelletion score. I contacted porter support for that executive named shantanu tackled it then to another day my cancellation score was damaged. Again second day i called porter support and gave whole information but not of use. Please help me for this as i am doing my job very sincerely but there is no support from porter to drivers.