Paytm — broken jar delivered and no refund/response from paytm

Broken jam jar was delivered on 16th oct after which i am following up with them but till now no return/refund has been processed.
The representative ms. Sonali is not interested to update further on this request. The jam smell is all over the house and we can not throw it because it has to be returned back in order to get refund. How can they be so ignorant towards customer.
Seriously frustrating.