Income Tax Department — I don't get my refund money from amazon

I have purchased baby toys from amazon on 3/3/19 by making payment of 227 through indian bank debit card. I have returned the item and amazon initiated refund on 9/3/19 with refund reference number of[protected]. I visited branch for solution and they contacted billdesk which is the payment gateway. Bill desk is asking to get payment reference number from branch for which branch has no answer. When i contacted amazon, they requested to file charge dispute with indian bank customer care. But indian bank customer care executives denying the existence of such form/facility. It is not about money but about the customer services offered by bank. It is the practical issue and may happen again in future for which bank should be ready with solution.