Trying to get help from support. regarding a controller repair service request. getting no...

I Created my controller repair service request on 10/10/2020 and I had some trouble receiving a shipping label. however, When I eventually received one on the 27th of October I got my controller packed and sent as soon as I could using the UPS shipping label.
However now when I try to track it, it says package awaiting collection. However, the controller was sent on the 28th of October and I have the invoice to prove it. I contacted someone from UPS who confirmed my package had been delivered on the 3rd of November.
to Sellenies. I have since tried to contact Xbox support to find out what is happening and haven't had any responses to my emails I have now been waiting for replies for 10 days.

Please can someone help

Thanks

:)