Shiprocket - Customer Support Making False Promises Denying Refund After Agreeing

This complaint is in regards to the AWB *************. We sent multiple emails regarding the shipment not being delivered and fake attempts made by the Shiprocket courier partner. We called the customer support more than ** times during which they promised the shipment to be delivered. Finally the RTO was initiated after all the efforts from our side. We tried connecting with different departments such as escalation team, supervisors but couldn't get through to them by calling customer support and even by the means of email. Customer support team executive asked us window of ** hours * times to resolve the issue and promised the freight charges refund which they finally refused after ** hours mentioning that system did delivery reattempt on it's own so we are not eligible. Now we have received our shipment back and it is damaged.