Amazon India — Refusing refund for incorrect order delivery despite taking the return of product

I am putting all the chain of events regarding my order[protected].

1. On 25th October, 2023 I had received a package with incorrect product (instead of Skechers shoe I had received Reebok shoe).

2. I had immediately called the customer care and shared the images and invoices for the same. While I expected an immediate solution from them to my surprise they had said I need to wait till October 31st and I need to
call myself for checking the status of the investigation.

3. Meanwhile they had also asked me to share some documents like my name and date in a piece of paper along with the image of the shoe and some video evidence. While that was cumbersome and never understood the use of
the same but still I had provided the same.

4. Subsequently on 31st October I myself called the customer care and after keeping my call on hold for 25 minutes they said the investigation is complete and they will provide the refund. While I had requested for an exchange they said they can only provide a refund post pick up of the incorrect delivery. I had no other option and hence agreed for the same.

5. Next day on November 1st the incorrectly delivered Reebok shoe was picked up by the delivery agent and I see from package tracking that has also reached the Amazon facility on November 3rd.

6. Now on November 8th, I have received mail from Amazon customer care that the refund cannot be processed as per their internal investigation. Now, I neither have the incorrect delivery with me and also I have already paid for the order that has been returned by me.

7. Post that I had highlighted the mail to their top management email id. Subsequently, I received another mail from Amazon customer care indicating that no further action can be taken on this subject and any further email will not be responded to.

I had already paid for the delivery through my card and currently despite taking the return they are refusing to either refund the money or exchanging the item. I am raising the issue here as I am not left with any further escalation with Amazon.