Netmeds — Refund for damaged product not received

Address: No. 1, Lalithapuram Street, Royapettah, Chennai - 600014, Tamilnadu, India

I have placed order no.[protected]A on netmeds for 2 itmes( keraglo Eva tab and morr pro serum ) on 15 Apr 2021 which was delivered on 18 Apr 2021 . Out of these two items I have received morr pro serum in damaged condition.
I have raised a damaged product request with their customer support on the day it was delivered and the ticket no. [protected] was assigned to the query by them.
But while replying for the refund they surprisingly changed the order no. For the query to[protected]A.
I have placed the order no.[protected]A on 29 Mar 2021.which also has the same product morr pro serum in the damaged condition and refund for that has been credited by netmeds well before the order no.[protected]A was placed.
Although my query was regarding the order no.[protected]A, they replied for the order no.[protected]A, which is not a ethical way .
I have mailed them regarding this issue 9 days ago but they have not addressed my query till now also whenever I tried calling their customer support, call cuts automatically . I also tried the chat option but no one replies there also.
They are fooling their customer by mismatching the order no. While replying for refund.
I have attached the two images for the mails here which I have received. In first mail thread I have raised complain by attaching the images of the damaged product with order no. In subject line and they assigned a ticket no. [protected] to my query but when I got reply in the second image for ticket no.[protected] surprisingly the order no. Has been changed to[protected]A.
I have not got my refund till now for the damaged product received in the order no.[protected]A.
Please help me in getting my refund from them.