Nykaa.com — Transaction failed but amount not credited

Address: Mumbai, Maharashtra

This is in reference to an online transaction made on Nykaa App on 12th April'21. Transaction ID : SB498800 Txn descr : IIN/Nykaa/[protected]/[protected]/ Amount : INR 1119.89 I had placed a COD order on Nykaa and after placing the order i tried paying online for the same. However, the txn got failed and the amount was deducted. No refund has been made till date. I have been reaching out to the Nykaa team for the last few weeks but they ended up redirecting me to the bank. Basis their feedback, the payment might have been processed at bank's end but did not reach Nykaa, hence it failed. Also, would like to apprise that i did pay cash on delivery for the same order. Basically, i have paid twice for just one order.
As suggested by Nykaa team, i connected with ICICI Bank officials and after investigating everything for almost 2 months, they also closed the case saying that payment is with Nykaa, hence we can't do anything.
This week i tried coordinating with both the companies, but both of them have closed the case at their end.
Believe, the payment is stuck somewhere in the system which needs immediate action. Being a consumer, i dont feel like chasing up the companies to and fro from one to another. Even if it is a system/technical glitch, it ideally has to be sorted out at company’s level with no customer intervention/follow up. However, i have been chasing these 2 since last 3 last months like anything.

I have all the relevant emails from both the companies where none of them is ready to take the charge of this failed transaction.

Request your kind assistance and an immediate action on this.

Pls let me know whatever would be required from my end to get this resolved and money refunded.

Best regards,
Garima Bajaj