Zomato marked my order as delivered without the delivery partner ever entering my society. Refused refund despite proof.

I'm from Gurgaon and I'm posting this because I'm genuinely shocked at how this was handled.

A few days ago, I placed a Zomato order

Around the delivery time, the app suddenly showed "Delivered", but I never received the order.

Here's what happened:

• The delivery partner never entered my society.
• I tried calling him N number of times, but every call disconnected and he never answered.
• I contacted Zomato immediately, but their AI chat assistant asked me to send an email.
• I even shared proof that there was no society entry at the exact time the order was marked delivered.
• Days later, they replied saying their system showed the order as successfully delivered, so no refund would be issued.

I asked them some very basic questions:

1. Why wasn't this investigated immediately?
2. Why did the delivery partner stop answering calls?
3. Can they share the delivery GPS/location or proof of delivery?

I also informed them that I could provide CCTV footage from outside my neighbour's flat, which covers my entrance, if required.

Their response?

Another template email saying they "re-evaluated" the case and still found no discrepancy.

I then simply asked them to share the delivery location and I'm still waiting.

The money isn't even the biggest issue here.

What's worrying is that if a delivery executive can mark an order as delivered without entering the customer's society and the platform refuses to verify GPS records or provide proof of delivery, what protection do customers actually have?

Has anyone else experienced something similar with Zomato? Were you able to get it resolved?