Paytm Mobile Solutions — Return/Replacement Request Denied

I ordered a true wireless earphone SONY WF-XB700 from paytm shopping mall on 9th May 2021. Only the charging case was there, earbuds was absent.
I raised a complaint and they told me to wait for 48hrs.

After 48hrs they sent me message saying that they have enough investigation and Denied my request.

I had helped the customer care executive in every way by sending photos numerous times.

I know I have every right to return the product. But still I am not able to.

Kindly Help