Amazon India — defective product return is not taken and updating wrong information on system

I had ordered product worth of around 13k from amazon and looks to me it was old and scratches on product and raised return request on delivery day itself. Scheduled delivery and cancelled without customer intimation. Called customer care and raised return request again scheduled and cancelled without prior information or justification as it happened last time. Today morning reached them and said it happens and raised request but when chat with them nothing has been raised and my due date is tomorrow and called many times nothing happens and playing around customer time because of poor support and wrong information which is really frustrated. I have all recorded details for the whole issue. Please some one help on this