Amazon - Package returned but refund not provided

I've ordered an gamepad from Amazon but when I recieved it it is not working so I want to return it because I found it offline with low cost but there is no option of refund there is option of replacement so I replaced the order when I recieved the replacement I said the delivery guy that I don't want it you can cancel it here but he said I cannot go without delivering the order he said take it and return it I will come tomorrow and pick it up so I returned it and he came next day and I've given the return item to it and then because of covid and lockdown I came home I do internship in jaipur I order it in jaipur and after returning I cam to my hometown and ** days passed but there is no refund when I contact customer care they say we've raised a ticket and your issu will solve in *-* days and everytime I contacted customer service they say the same thing and there is no response and support.