Jiomart - Request for return not being accepted

Order no *****************A
Shipment no ********************J

I have trued to place the return request online but the request never goes thru. I raised a ticket on the app stating the same and that I wish to return the product. They refuse to accept my request. I spoke to the cust service manager and she said that I have to place the return request thru the return option itself and when I showed hee screenshots of how it doesn't go thru, she yet refused to take my return request on the phone. They are just playing games