Ajio review: Seller has not refunded money

I had purchased 4 products online through Ajio App on 25th Dec 2023 under order number FN4058405688 (4 Items). Out of these 4 products, I had placed one product for return and one product for exchange on 29th Dec 2023. The Return order and Exchange order were created under Order ID - : #RT137078573 and #EX0024564764 respectively. Both products were picked by Ajio's Delivery partner - Shadowfax on 30th Dec 2023. Then another Delivery Partner - Expressbees came for the exchange of the order #EX0024564764 on 3rd Jan 2024 and asked for the exchange product, but since I had already returned the product (Double Flannel Shirt) along with Return Order number #RT137078573, I was unable to give the exchange product and the delivery partner canceled the exchange from his end. Hence this issue is being filed against Ajio for Exchange order#EX0024564764. I filed a complaint with Ajio Customer care on 3rd Jan 2024 with complaint number COM00070523973. Ajio customer care promised to resolve the issue by 10th Jan. but No resolution was done and the ticket was closed w/o any information and discussion with me with the reason stated on their app as that the issue be taken up directly with Shadowfax. I filed multiple complaints with Shadowfax but nothing happened. then I visited their pickup & dispatch center on 8th Jan 2024 to understand what happened to the product and so that I can retrieve the lost product myself. They shared the proof that both products have been handed back to Ajio and that both products have been received by the Ajio Warehouse. Shadowfax told me to resolve my issue directly with Ajio. So I filed the complaint again to Ajio and they again extended the deadline to resolve the issue from 10th Jan 2024 to 12th Jan 2024. Ajio customer care didnt resolve the issue and refused to acknowledge that they have recieved both products back in their warehouse. I filed a complaint to grievance offer of Ajio as well but they also refused to acknowledge the same and have refused to offer any refund. in between Ajio and Shadowfax playing with this issue, the product seems to have been misplaced and lost and my money is now stuck with Ajio. I request your help to help me retrieve my money with Ajio for this product amounting to a sum of INR Rs. 3497.50. Ajio should hold Shadowfax delivery partner responsible for the lost product and settle the matter internally between themselves and Shadowfax. Why Am I being held penalized for this issue and my money not being refunded? I want to take strict action against Ajio and their delivery partners who take customers for granted and think they can get away with all these issues. Pls help!

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