Flipkart (ekart) - Exchange denied phone not delivered

I ordered two phones from Flipkart using exchange policy. The delivery guy denied the exchange as he was told by his manager that the phone had scratches (delivery guy sent a picture on WhatsApp). The Flipkart exchange policy states that it must be in working condition and there shall not be any physical damage. The Ekart executive told me that Flipkart and Ekart have different policies both accepting exchange phones. I called the customer care and was later asked to send the pictures of both the devices. One of the devices was validated and I received a mail on *rd July stating that Wishmaster will reattempt the delivery in the next * business days that is by *th July **** and will cross verify the product with the images shared via mail. After a few hours at around, * am *th July, I received a mail stating that your order has been cancelled as per your request. How can they say that? I never requested.
For the second phone, the pictures were still under validation process but again the Ekart logistics cancelled my order. The day for sorting all these issues was by *th July **** and at midnight around * a.m *th July ****, I received a mail that your order has been cancelled as per your request. This is ridiculous. Firstly they denied the exchange on *st July **** giving the wrong reasons and when I asked the Ekart guy to give me in writing that this is the issue with the old phone he denied. I was and still being mentally harassed by these Ekart logistics members and Flipkart won't take any responsibility as according to them they're the third party and can't interfere. Now my question is did I not choose Flipkart for proving me a convenient service? I'm a Flipkart plus member and they are doing this to me. Flipkart is a platform who is proving me the service. So they must take responsibility for all the mishappenings along the way. Mentally harassed by Flipkart and Ekart as they didn't provide the desired service. It started because of the Ekart logistics illiteracy and because of them not knowing about the right policy.