Amazon India Pvt Ltd - They offered me an exchange value for damaged good later they denied the good saying customer reject

Hi,

Please find my two order in the attachment.

First order.
I had purchased a mobile namely mi **x *GB variant with exchange (Realme X* pro) and has selected the option that my screen is cracked as it can be seen from the screenshot attached. But when the delivery agent came to deliver the product he denied the same stating that the product is cracked screen. I inform him that I had selected the said option even then he denied and cancelled the order.
There after I contacted the help desk where he said he can't do anything about it as it has been marked returning to seller. In this scenario I was in loss as my card offer got exhausted in this process which amounts to ****. Even then the helpdesk said to order the same product and promised that it will not happen again.
Therefore, I order the same product from different account whose orderid is ***-*******-*******. Again I faced the same problem and even contacted the helpdesk when the delivery agent came again I had to go through same harrasment. Once again my card offer of **** was exhausted from another card and have to go through same pain.
In both the process my card balance was exhausted and I couldn't avail the benefits from any other site and my offer got lapsed due to same reason.
I asked for a resolution they said they are raising a compliant so please let me know what is the status of complain and your investigation and what kind of resolution are you going to provide me.

Even they had arranged a call back from the manager on *th Oct and had said that I will receive a call in next ** hour but three days has passed but till date manager has not contacted me.

Exchange price is same as cracked screen shown in option.