Delhivery - Poor customer support from Delhivery Shipments are missing

I am highlighting few cases where shipment is missing and causing huge financial loss to us:

*. * shipments with AWB number ************** were sent at same address to customer in mumbai. One shipment was sent of **th Oct and another was sent on **th Oct. Both shipments were scanned properly by pickup guy. Only one shipment was delivered to the customer and there is no tracking update available of another shipment. When we raised query at Delhivery customer support, executive Mr. Prakash has updated that Delhivery is not responsible for any shipment sent with a duplicate AWB number. If there is no such system available to track shipment with the same AWB number then why was shipment scanned any picked? This shipment has proper address details and scanned any picked by Delivery team how can now Delhivery deny the responsibility? Where is the shipment now? atleast this can be made RTO and delivered to us. But there is no response even after many queries. There were articles worth Rs ***** in shipment, its a big loss for us.

*. Similar case is with AWB number **************, * shipments were sent at same address to customer at Greater Noida. One shipment was sent of **th Oct and another was sent on **th Oct. Both shipments were scanned properly by pickup guy. Only one shipment was delivered to customer and there is no tracking update available of another shipment. This shipment has aperfect address details and was scanned properly, where is it now?? It has product worth ***** Rs, why should we bear this loss?
Please help to recover these shipments.