Zepto Private Limited — Failure to process refund after successful return pickup and repeated assurances

Address: 369 ground flour old dlf colony sector 14, 122001 Gurgaon

Website: www.zepto.com

I am filing this complaint against Zepto Private Limited, regarding non-processing of refund despite successful return pickup and repeated assurances from their support team. Sequence of events: 1. I initially ordered a USPA jacket under Order ID: [REDACTED_ORDER_ID]. 2. Due to sizing issues, I requested replacement/return. Zepto’s delivery executive collected the jacket and the refund amount was successfully credited to my Zepto Wallet. 3. Using the same refunded wallet balance, I placed another order for the same jacket in a different size under Order ID: [REDACTED_ORDER_ID]. 4. Unfortunately, the new size was also unsuitable. I tried initiating return/refund through the Zepto app, but the app automatically triggered another exchange instead of providing proper refund options. 5. I immediately contacted Zepto support through email and explained the issue in detail. 6. Initially, Zepto repeatedly denied the request citing their "3-day return policy", despite the fact that the issue was raised within the appropriate time and the problem occurred due to the app's improper exchange workflow. 7. After extensive email communication and repeated follow-ups, Zepto support finally acknowledged the issue and manually arranged a pickup for Order ID: [REDACTED_ORDER_ID] around 5 January 2026. 8. I was specifically informed by Zepto support that: * the pickup would not be reflected in the app, and * the refund would be credited to my Zepto Wallet after successful pickup. 9. Zepto's delivery executive successfully collected the jacket/product from me. 10. Despite successful pickup and repeated assurances, the refund for Order ID: [REDACTED_ORDER_ID] has still not been processed even after several months. 11. I have sent numerous follow-up emails, but Zepto support repeatedly: * sent template/bot-like replies, * failed to properly read the complaint, * repeatedly confused the old refunded order with the current pending refund, * and failed to provide proper resolution. 12. Zepto currently has both: * the returned product, and * my refund amount. This amounts to clear deficiency in service, negligence, unfair business practice, and mental harassment. I request: * immediate refund processing, * compensation for mental harassment and inconvenience, * and strict action regarding such negligent customer support handling. I am attaching the complete email thread and supporting documents as evidence.