Need legal advice: Bookaao.com promised refund but no refund reference or credited amount yet
I ordered a book from Bookaao and paid ₹255 through their website using UPI. After payment, the seller started changing statements about pricing and later stopped responding properly.
They told me the order would be refunded and claimed the refund was initiated, but even after 3+ days the amount has not been credited to my account. They also have not provided any refund reference number/UTR despite multiple requests.
I have already filed a complaint on NCH, which is currently in process. When I asked for screen shot in which they initiated refund they ignored me.
I want to know:
Is it normal to refuse to provide a refund reference number?
What legal/consumer action can I take if the refund is still not credited?
Can a payment gateway like PayU verify whether a refund was actually initiated?
I have screenshots of chats and payment proof.