Grofers — Refund not processed

Done a online txn and same was failed. Partial amount got refunded however refund for txn id[protected] was not given. Grofers cash debited but amount not refunded. Raised complaint 3 times via chat. 2 times told will be refunded in 7 working days and when same was not done third time told it can't be refunded as valid for 60 days. Is this customer fault if txn failed due to your bad server and then mis commitment twice by gorfers customer care team