Ibibo Group / Goibibo — Refund cancelled even though airline processed refund

I had cancelled my Air Asia flight ticket due to excessive delay and had asked for refund. I cancelled my ticket on 10th Dec'22 and claimed my refund, i received a call from goibibo stating that refund will be based on approval from airlines. i received a mail from Air Asia on 11th Dec'22 confirming that the refund is processed and the same will be credited in next 7 days. On 23rd Dec'22 i receive and automated mail from Goibibo stating my refund has been cancelled as per policy.

I am highly disappointed with goibibo as I booked a same day round trip from goibibo app and the delay was too much to accommodate. instead of fighting on my behalf to get a refund from the airlines, they cancel the refund which was processed by air asia without any proper explanation.

It is also very tough to get in touch with Goibibo customer care as most of their emails/contact numbers are automated.

I want my refund to be processed as the airlines has already done the same and goibibo as a service provider has no rights to block the same.