Shiprocket - Customised Product Not Delivered Fake Delivery Remarks

I have booked a parcel on Shiprocket for shipping an order through Delhivery (AWB *************). This was a customised product that was specially made-to-order for the buyer.

Delhivery updated on **nd July that customer refused the delivery, which is correct. As per our agreement, the courier partner is supposed to attempt the delivery thrice (before returning the product) and the same is reflected in their portal.

On **rd July, I contacted Shiprocket multiple times (ticket ID ******* and *******) and was assured in writing that delivery will be re-attempted and done. But on **rd night, Delhivery wrongly updated fake remarks as customer refused, and Shiprocket subsequently just marked the product as RTO (return-to-origin), which is totally against their policy of three delivery attempts.

Pursuant to this, the buyer just cancelled the order and we have a worthless product, out of which we cannot salvage any value.

Interestingly on the **rd July, the Buyer was contacted by Shiprocket executives, who wrongly identified themselves as if they are calling from Amazon, where the customer had already cancelled the order and instead placed a customised mattress order with us directly, which was actually being shipped by us.

Over the past ** days, we contacted Shiprocket many times over (*******, *******, *******) and they failed to provide us any concrete evidence for their claim of multiple delivery attempts and have sided with their courier partner Delhivery like always.

I would like to claim the following loss:
*) Freight Cost - *,***.**
*) Customised Product Cost - **,***
*) Compensation for inconvenience & mental trauma - Rs. *,**,***