Instamart - Refund of 740

To the Support Management Team,
I am writing to formally lodge a complaint regarding a failed refund for my order of ₹***, following incorrect instructions provided by your chat support agent, Ashna, and subsequent failures in your reverse pickup process.
Summary of Incident
• Initial Error: I sought to return two separate orders (valued at ₹*** and ₹***). Your agent, Ashna, explicitly confirmed via chat that both items should be handed over to a single delivery executive assigned for the first pickup. (Screenshot attached for reference).
• Compliance: Following these official instructions, I handed both defective items to the first executive. Both orders were returned to the Instamart store located at Hydershakote, Suncity.
• Logistics Conflict: Shortly after, a second delivery agent arrived for the ₹*** pickup. As the item had already been collected per your support team’s instructions, I could not provide it again. This has resulted in the ₹*** refund being cancelled or marked as a "failed pickup."
My Concerns
*. Agent Misinformation: I am being treated as a "defaulter" for simply following the written instructions of your own support staff.
*. Product Recovery: Both defective items have been safely returned to the seller/store. There is no legal or ethical basis for withholding my refund when the inventory has been recovered.
*. Support Failure: Previous attempts to resolve this via chat and call have been met with a lack of empathy and a failure to investigate the internal communication gap.
Desired Resolution
I demand an immediate refund of ₹*** to my original payment method. Furthermore, I request that a supervisor review the chat transcripts and call logs associated with this case to address the poor handling of my query and the misinformation provided by the agent.
I expect a resolution to this matter within [Number, e.g., **-**] hours before I escalate this matter to the relevant Consumer Forum.

Regards,
Safwa khan