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Axis Bank failed to deliver a ₹39,784 refund for a returned wrong watch, passing the blame back and forth for months

Axis BankPC-2026-03332Banking & LoansAnonymous ·
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₹39,784 refund stuck for months: My unresolved experience with Amazon India and Axis Bank. A customer should not have to chase two large organisations for months to recover money that is rightfully theirs. I’m sharing my experience publicly in the hope that someone from the senior leadership or escalation teams at Amazon India or Axis Bank takes ownership of this issue. What happened? * 5 July 2026: Ordered a Citizen Zenshin Super Titanium Automatic Watch (Model NJ0180-80M) for ₹42,284 through Amazon. * Upon delivery: Received a completely different orange-dial Eco-Drive watch instead of the blue-dial automatic model ordered. * 10 July: Amazon approved my return request under “Wrong item received”. * 12 July: Handed over the watch and packaging to Amazon’s authorised pickup representative. I have retained the unboxing and return-handover videos. * 29 July onwards: Amazon repeatedly confirmed that my refund had been initiated and processed. However, the money never reached my account. * October: Amazon acknowledged that the refund was stuck and subsequently claimed to have processed it again. * 2 November: Axis Bank confirmed in writing that it had approached the merchant’s acquiring bank through a good-faith request and was awaiting a response. Where things stand today: Amazon keeps directing me to Axis Bank, while Axis Bank says it is waiting for a response from Amazon’s acquiring bank. I made the purchase through Amazon and returned the incorrect product through its authorised process. Why should I be responsible for coordinating between Amazon, its acquiring bank and Axis Bank to recover my own money? Despite months of follow-ups, repeated assurances and providing supporting evidence, I am still waiting for ₹39,784. What I expect from Amazon and Axis Bank: 1. Ownership and intervention from their respective senior escalation teams. 2. Direct coordination between Amazon and Axis Bank to resolve the refund. 3. A verifiable ARN/UTR/RRN for the refund Amazon claims to have processed. 4. A definitive resolution timeline and the return of my money. This is no longer just about a refund. It is about accountability, ownership and customer experience. Customers should not be caught in a loop between a merchant and two banking institutions, especially after complying with the entire return process. I hope Amazon India and Axis Bank take notice and work together to bring this matter to a closure. #AmazonIndia #AxisBank #CustomerExperience #ConsumerRights #Accountability #RefundIssue Amazon Axis Bank

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  1. Case filed

    Filer · 3 Nov 2026, 7:56 pm

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