PhonePe — amount debited from my account, showing transaction successful but amount is not credited to receiver's account

Address:

Gurugram, Haryana, Pune, Maharashtra, 411014

I have transferred rs. 140 to a daily shop owner. The amount has been debited from my account and after raising ticket in the app, it shows "pl check the receiver's bank account". It also shows transaction successful but the shop owner is saying that he has not received the amount, infact he showed me his phone pe app and bank account even. The amount is not credited to his account. When i called customer care, they said that i have to visit nearest sbi branch and fill a charge back form to get refund,.
What kind of response is this..?? This occurred due to technical glitch in the app transfers so why should i go to bank??

Phone pe team: pl resolve asap.