Consumer Redressal

I was ordering an item thru Infibeam and after the payment got debited from my account, the order did not process successfully. Hence, called up the customer care and I was informed to order the item once again and the second order got placed successfully. The customer care told me to provide the bank transaction number for the unprocessed order which I did so that they could contact & inform the payment gateway to release the amount. Hence, I provided them for the refund They have processed my order by somehow calling the gateonce. I asked them as to why have they processed it, when I was requesting them for refund. Received mail stating "forwarded to concerned team". After few days, I got a mail stating "Item is shipped" & it was cancalled on the same day. Even after 1 week of its cancellation, I had not received my amount. So, again sent mail and their response was "Since the item was shipped and unless the item is back to the original place, only then we can refund your amount"