[Resolved]  Flipkart — Didn't receive a product, and got delivery confirmation message

I ordered Khadi Organique Herbal Aloe Vera Gel with 3 other products on 8th June 2020 by paying through net banking.

I recieved the package on 1th June 2020, but taking precautions against COVID-19 virus I asked the delivery boy to put package inside on a bench, while I was there.

After 3-4 hours I left it untouched and sanitized the package before opening it. When I opened I only found 3 products and the Aloe Vera Gel was missing, and I had recieved the delivery confirmation message.

I immediately raised the complaint, since they have closed all the customer care call support, there was only option to text.

I texted them explaining my concern, first they asked me to wait till 18th June till they try to resolve the issue.

They tried contacting me on 15th June, at first I was busy and didnt pick the call, then got a mail that they will call again after 4 hours of that call. They did, I explained my concern. They offered me 2 options either to get a refund or when the product will be available they will try to deliver it again. By that time I found and alternative of the product on flipkart which in my opinion l was better, so I asked for the refund. They put my refund request for review by the seller.

On 16th June I recieved a mail from flipkart customer suppor, they asked me to share my Aadhar Card or PAN card copy, which they will verify with some third party. Moreover they marked a statement that needs to be put in the mail, which was " give my express consent to Flipkart for collection, use and/or disclosure of my information provided in this email and the documents attached hereto for the purpose of authenticating my Flipkart Account" to validate my account.

This made me skeptical. Even for one of my previous order whose transaction was done online, I had asked for refund to which they did return on the same day without even asking me to share my PAN or Aadhar card details.

I immediately raised my concerns again to which they didn't reply and sent a mail after 2 days that I have not provided the details they asked for therefore they could not process my refund request.

After this they closed my issue on the app. I tried to reopen it asking for solutions, without even replying they again closed my issue.