Swiggy - Refund Initiated but not received

I am writing to formally raise a serious concern regarding my recent order placed with McDonald's worth ₹*** on *th October **** at *:** PM (Order #*************** canceled replacement order). Original order was ID- #*************** (delivery agent spoiled food which was I never received).

The order was supposed to be delivered within ** minutes as per the app. However, when I contacted the delivery agent around *:** PM, he informed me that his bike broke down and the food had spilled. Following this, a Swiggy support agent offered a replacement, but I clearly requested a cancellation and a full refund since the order was already delayed and no longer useful to me.

The agent confirmed cancellation, waived cancellation charges of ₹***, and assured me that my refund had been initiated to my source account within * hours. When I asked for a refund ID or status confirmation, the agent abruptly ended the chat. After * hours, no refund was reflected, nor was there any status update on the app.

I contacted support again, and different agents gave conflicting responses:

One denied the refund entirely, stating it was a replacement cancellation.
Others closed the chat without providing help, clearly avoiding accountability.
Finally, one agent claimed to have filed a manual refund form, again promising a refund within ** hours.
As of now, I have not received any refund, nor have I received any confirmation message or transaction status. I have all supporting screenshots of these conversations as proof of Swiggy’s mishandling.

This experience has not only wasted my time but also demonstrated extremely poor customer support. Such practices amount to negligence and cause severe inconvenience to loyal customers.

I demand the immediate processing of my refund of ₹*** to my original payment source. I expect a written confirmation along with the refund transaction ID at the earliest. If this issue is not resolved promptly, I will have no option but to escalate the matter further through consumer forums and relevant authorities.

Please also review the attachments for proof. I hope Swiggy will take this matter seriously and process my refund as soon as possible.