Amazon refuses to refund charges for an undelivered product

This is in regard to my order in Amazon.in

I ordered the below item on 29 th July Homemade Organic Fertilizer Vermicompost for Gardens, 10 kg). This was never delivered,  I raised a return request on Aug 18th . The money for this order was not refunded yet . The amount is held with Amazon for a period of 45 days , with the product not being delivered at all .
I spent my time tracking if its delivered , also raising return for the same and again checking for the refunded amount , and in writing this email .

I contacted amazon helpdesk and this was their response on On Aug 23

“To assist you quickly I have immediately checked the order details and I would like to inform you that it is never Amazon’s intention to deliver a damaged/defective product to our valuable customers and while the package was in transit there might chances it has got damaged/defective and that’s the reason it has got cancelled.

Further, I would like to inform you that since we are working in an automated system we will not have the option to issue the refund without the package being returned back to the seller. I would humbly request you to wait for the package to reach the seller and once it is delivered back to the seller the refund will be processed automatically back to the original payment mode. ”

Another 3 weeks have passed from the date of above response and the amount is still held with amazon .

How can the consumer be affectively responsible for returning the package that was never delivered.
How can the consumer’s payment be held responsible for an order they consider “cancelled”
Please help me in this regard.

ratna
Kondapur, Hyderabad 500084,  Telangana
Email: bxxxxxxxxxxxxxi@gmail.com



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