Amazon.in - Return and refund not initiated

My Oder Number:- ***-*******-******* renew( Apple iPhone * (Black, ** GB). The phone getting heat on call and charging, camera alignment is worst. I request to customer care for return and refund. Today delivery boy has visited my office to pick my phone at **:** am. That time I was not at the office. I already mentioned my office time is **:** am to *:** pm.
After reaching the office, I called to him. He updates me he will come at *:** PM. After some time, Amazon calls me that your pickup order cancels as per your confirmation. But I did not have any confirmation like this. Then they said ok we will update delivery boy. They will reach on right time. Again I have called to the delivery boy at *:** PM. I think this type of service makes me feel a fraud.
And now he says we are waiting for approval that EMIE number not match. That time I got shocked what he saying. Without apple id can we get IMEI number. He has updated wrong IMEI Number without check the phone. It's pending from the last ** days no one come to pick the phone. They are making a fool.