PayTM - Not accepted returns

I have ordered a shirt (order id: **********)and it is not as mentioned in the paytm app(problem colour and size). so i wanted to return, but Paytm app is not allowing me to raise a request.
then i wrote them on *st March **** about the issue i am facing. i got a reply by saying i abused Paytm return policy, which i never did and they will accept the return from me once my transaction history improves.
as i am not satisfied with their reply i wrote another mail asking paytm to provide the data for the statement which they mentioned in the previous mail. and the reply is same from them as i have abused the return policy they are not accepting the returns from me once i mprove my transactions then they will accept.i dont understandThen i understood i am getting auto generated reply for my emails.
then i gave a call to Paytm customer care, the person told me that i made many returns in my paytm transactions so they blocked me to return further. but this condition is not mentioned in their terms and conditions. email conversations are uploaded(https://drive.google.com/file/d/*ByRKOnUNOpDTU*dPMmRGVkhvUGM/view?usp=sharing).