[Resolved]  Samsung — Payment Made for F42 G, Application Hung, Did not get any Order or Invoice

Website:

www.samsung.com/in/smartphones/galaxy-f/galaxy-f42-5g-gray-128gb-storage-6gb-ram-sm-e426bzagins/buy/?cid=in_pd_ppc_google_galaxy-f425g_none_samsunggalaxyf425g-eshop-bau-rlsa_text_20210412_1483

I need your help to clear the payment I made towards the Samsung smartphone.
Issue:
On 24 Oct 2021, 7.55 PM, I have selected SmartPhone F42 5G for purchase from the Samsung shop application, selected Paytm as a payment option, and made a Payment of Rs 17, 999 from Paytm Wallet. The Samsung shop application hung and there was no response. I have got a message from Paytm that Rs 17999 is paid to Samsung (see attachment) from the Paytm Wallet. I did not receive an order-id or any other response from Samsung regarding confirming or rejecting my order. Not able to trace what happened to my money.

As I made this payment as a guest, I don't know what to do. I made WhatsApp calls to support, They couldn't solve my problem. They suggested calling the Samsung helpline. From the helpline, I could connect to Samsung Shop Support by mail (support.[protected]@email.support.samsung.com) and convey my problem along with payment details from Paytm.
From Samsung Shop Support, On 26 Oct 2021, I have received an acknowledgment mail with the ticket id 29961608.

On 27th Oct, I got the following mail.

"Dear Customer,
Thank you for reaching out. This is Sonu from Samsung Shop Support.
We are sorry to inform you that we are unable to address your concern as we did not found any order number shared by you.
Please share the order details or the invoice, which will help us to assist further.
We deeply value your relationship and hope to see you at the Samsung Shop again very soon.
Best Regards,
Sonu
Samsung Shop Support"

I tried to explain that I did not get any order id or invoice but the payment is made. There was no further response to all my e-mails.

I contacted Paytm and got the following message.

"Kindly note that the delivery of the products or services solely depends on the merchant's service and delivery policy. In case you did not receive the service for this payment, we request you to kindly coordinate with the merchant helpline number for the order confirmation as the payment has been processed successfully to the merchant from Paytm's end"

I lost all hope and on searching the web could locate a similar issue reported on this page.
https://www.consumercomplaints.insamsung-payment-deducted-but-order-not-reflecting-on-samsung-mobile-purchase-through-samsung-store-application-since-5th-may-2021-c2870808

I hope you will be able to help me.