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Chief
Check for any escalation DLs and try putting your request there.
If nothing works, put a chargeback on the card against the amount stating merchant did not fulfil order after payment. Bank will recover it from them. This is ofcourse provided you used a credit card for the payment.
Chief
It works indeed. And I did file a chargeback last year for my hdfc cc so I do know for a fact on the chargeback form for hdfc there is a section to mention that you can claim chargeback if you have returned the goods but not received refund. See point 4 on below form.
I simply argued, I will wait in the call for resolution ofcourse you should have free time like an hr...