Zapmart — The goods delivered are not as advertised

I wish to escalate a UPI merchant dispute where refund is being denied due to merchant non-response.

Transaction Details
Amount: ₹699
Date: 25 December 2025
UPI Transaction ID:[protected]
Payer Bank: ICICI Bank
Beneficiary VPA: [protected]@ybl
Merchant Name: Zapmart (online seller)

ICICI Bank informed me that the chargeback request was rejected because the merchant’s account has already been credited. However, this is a service/merchant dispute, not a failed transaction.

Issue Description

The goods delivered are not as advertised. The seller’s policy allows return and refund within 30 days. I have sent multiple emails (26 Dec, 27 Dec, and legal notice thereafter), but the merchant has not responded at all.

This constitutes:
Merchant non-response
Deficiency in service
Unfair trade practice

I request you to intervene and advise the beneficiary bank/merchant bank to facilitate resolution under UPI dispute guidelines.

Attached Evidence
Payment confirmation
Product photos

Kindly register this complaint and provide a reference number.

Regards,
Kamlesh Patel
Email: [protected]@aol.com
Order No.: ZM126160
Invoice No.: Retail197035
Amount: ₹699
UPI Transaction ID:[protected]