N11 Return Process Delayed After the Cargo Company Failed to Pick Up My Item

I am experiencing several issues with the return process on N11. I initiated a return request on January 24, 2025, and the designated courier company, Kargoist, informed me that they would pick up the item from my address on January 27, 2025, with a scheduled appointment. However, the courier did not show up on the specified date. Despite calling Kargoist customer service four times that day, I was initially told my request had been marked as urgent, but during the final call, I was informed that the item would not be picked up after a certain hour. I contacted N11 to request a change in the courier company since Kargoist did not fulfill their commitment, but my request was denied. Instead, I was provided with a new return code and told to wait for the item to be picked up the next day. If the pickup did not occur, I was instructed to contact them again. During this ongoing process, the seller issued a basic invoice, further complicating the situation and requiring me to handle its cancellation due to circumstances beyond my control. Despite being promised follow-ups from both N11 and Kargoist, no action has been taken, and the courier company stated they could only pick up the item at their convenience, creating complete uncertainty. To resolve these issues, I request immediate attention to expedite the return process, change the courier company to a reliable one, assist with the cancellation of the basic invoice, and provide a clear explanation for the inconvenience caused by these problems.