Amazon India — Refund on receiving damaged product

Hello,
My username : [protected]
My registered email id : [protected]@gmail.com

I ordered Lenovo ideapad D330-10IGM Laptop-Tablet as on 7/07/2021 order no:[protected] in exchange for my HP Laptop. I received the product on 10/07/2021. It was neatly packed but the screen of the tablet was damaged. Hence, after consulting the amazon customer service and providing necessary evidence that the product was not damaged from my side they agreed to initiate the refund as exchange was not available. Next day when a guy from amazon came to pick up the product he refused to take the product saying he did not receive any mail from amazon stating that the product is damaged. so, again i contacted the customer service again initiating the return process. I received a message from amazon stating the product will be collected today but nobody came. I complained about it to customer service but I was put on hold and eventually disconnected. finally again got in touch with amazon customer service and they again initiated the return process. Only the return procedure is initiated but nothing is actually getting done about it.
All this has been causing great trouble to me due to delay and poor customer service. This wasn't expected out of amazon despite having prime membership so much inconvenience is caused. I request you to look into the matter and resolve it soon.