Flipkart Internet Private Limited - Package not delivered

I ordered two copies of the same book on the Flipkart website. One of them got delivered. The other one did NOT get delivered but it was falsely marked as delivered on the website.

When I submitted a request for refund for the undelivered book, it got rejected. As a result, I returned the first book as well, for which I have received a refund (Refund ID: ********************).

This complaint pertains to the second undelivered book and its refund. Please find below the relevant information:
Order no: OD******************
Refund ID: ********************
Flipkart complaint * ref.: IN*******************
Flipkart complaint * ref.: IN*******************
Flipkart complaint * ref.: IN********************
Transaction ID from my bank account: ***********IGAJWBDNC*

Flipkart representatives contacted me for my identity document(s) along with my express consent for my identity documents to be shared with third-party service providers (without offering any information or background of such third parties). They asserted that their company policy requires the customer's identity documents in order to conduct an investigation into this incident. I have refused to share my personal information or identity documents as it is completely unnecessary and it infringes on my right to privacy. As far as any investigation for delivery failure is concerned, Flipkart needs to conduct an internal review with their delivery personnel and seek proof of delivery from them.

I note that there is no mechanism on the Flipkart website to flag or follow up on this issue and this incident has been falsely marked as resolved on the "orders" webpage. I have lodged three complaints with Flipkart on this issue and they have marked each of them as resolved without paying me the refund. I have written to Flipkart about this issue multiple times, and the entire episode has been narrated to each of their representatives over the phone. Flipkart has consistently refused to meaningfully engage to resolve this issue, and they have deployed delay tactics to avoid making the refund.

It has been over three months since the purchase, and I have still not received the refund. Therefore, I have filed a consumer grievance under the Consumer Protection Act to seek a refund of Rs.**** for the item, along with compensation for harrasment from Flipkart and its fraudulent business practices. Flipkart today submitted an astonishingly misleading response to this grievance by referring to the refund that was made for the first copy of the book which I had returned. They did not mention or even acknowledge the second undelivered book and the refund due for it.

I further note that I left a *-star review on the item on the Flipkart website over this incident. However, it was not displayed. More so, none of the reviews lower than * stars are visible for this item.

Please see attached the following documents:
(a) a screenshot of the refund status under my account on the Flipkart website;
(b) a copy of the invoice;
(c) email correspondence shared with Flipkart; and
(d) a copy of the cosumer grievance filed against Flipkart.

I would like Flipkart to issue me a refund for Rs. ****, along with compensation for harrassment owing to its fraudulent business practices.