Razorpay - Razorpay Transaction amount not credited to Merchant

On **rd May ****, We paid the abovesaid amount, in * parts, to one agency using our company credit card through Razorpay. Even though the transaction was successful from our end, the payments were not settled to the merchant. Both us and the merchant have raised multiple tickets and every time their customer support team asks us to either raise a charge-back or request the merchant for a refund. The merchant has submitted all the relevant clarifications, invoices, etc but till date the amount hasn't been settled in his account. Every time we reply to Razorpay's email, a new ticket gets raised and a new customer support executive calls and then says that s/he will get back as the everything is in process. We're fed-up of the emails and false assurances from Razorpay. the experience has been traumatic for both us and the merchant. Neither could we develop our website nor start with digital marketing for our business. It's been * weeks. Fail to understand why Razorpay wants us to raise a charge back. Need a resolution and hence this complaint.