Porter - Porter lost my parcel

I booked an intercity service using Porter. It was a box, from pune to gurugram.

When the item reached gurugram they said i had entered the wrong pin code and when i checked it was the right one.

but they had already started the return process.

Now when it reached pune they never trierd to return it because the place i live in they could have easily ranfg our door bell or contacted our neighbors but they didnt.

now they are saying its been more than ** hrs so they cant do anything.

they are not even trying.

the box had important documents and ID cards.