Lazada complaint: Request for arefund for undelivered product

I purchased one plastic stool thickened adult household round stool from Taobao Collection last June 7, 2023. Order is 6570504387919690. The committed date of delivery for the item was July 21, 2023. The item has not been delivered to date. I filed for a refund of my purchase via Lazada Customer Care [chat] service to no avail.
Instead the auto response was Your item has been shipped. Kindly wait for the item to be delivered before you can process the Return. Over 3 weeks [ at least] have already passed and still no delivery, no updates, nothing!

I have also reached a Live Agent from Lazada and from Taobao Collection. They both responded in the same manner.
However, the response/ protocol is a non – sequitur. For how can I wait for the item to be delivered? And why, when clearly it was beyond the date promised? What if the item is never delivered? The implication is that I wait forever.

Second, the response contradicts another statement from Lazada which states In the unlikely event that your order doesn’t get delivered within the expected delivery date, you will have the option to wait for it or cancel it entirely so you can get your refund.
This is exactly what I have been trying to do! The Lazada app does not permit me to cancel! – it says my item has been shipped! But it is 3 weeks past the delivery date and counting.