Amazon India — product not delivered for delivery boy doesn't company policies

I have ordered honor 7x from amazon.in on the 17 july 2018 with an exchange offer, the product was attempted to deliver on the 25 july 2018. The amazon delivery boy have came to my place and have checked out the exchange phone and found it to be satisfactory, and also asked for the charger of the old phone which is not required in the exchange offer. On mentioning, that the old charger got damage, the delivery boy cancelled the delivery. On contacting the amazon customer care through phone number [protected], they said that charger is not required for the exchange offer and the same will be delivered within 24 hours. But on checking the amazon web, they said that the product was cancelled as the exchange verification failed. However, on contacting amazon customer care number [protected] again, it said that the package got damage and will be returned to the seller.
Now, i want to asked amazon that, if in exchange of mobile phones, if the charger is not required for the exchange, how can they said that the exchange verification failed, when the delivery boy found the exchange phone to be satisfactory.
And if they said, that the package got damage, how do they know that the package got damage, when i have already see that the package is intact with my own eyes and hour before. And when did the package got damage.
Dear, amazon, be truthful to your customers and don't let them suffer just because you delivery boy doesn't know your company policies.