Amazon India — refusing to give refund

I ordered some gits instant food packets (Order no[protected]) my brother who will be leaving for germany and i contacted the customer support and explained very clearly my issue. First they said that there is an "investigative" team investigating my issue and then after some time they told me that after investigating they found that there is no problem in my order so they cannot give a refund. Who is this investigative team that investigate all this issues and how come they reach a conclusion so fast? They do not hear the other party's side and are not at all transparent as to how they reach the conclusions about refusing refunds? I also ordered avene clearance gel (Order no[protected]) from amazon and the bottle leaked in the package and a lot of face wash got wasted and when i complained about this they told me their"investigative team" thinks that there is nothing wrong. What is this investigative team and how do they reach these decision?