Similar thing happened to me, had ordered a Samsung sound bar. But the sound bar was DOA, the installation guy tried his stuff said to raise a return request but when I tried the doa option it just said go check with Samsung, tried chatting with CC they kept closing my tickets as resolved under flipkart “travel”.
Second time instead of DOA tried with damaged option, this time it accepted but their representative will call and confirm and only then pick up.
Got a call from flipkart rep telling that he is a Samsung rep and that I need to raise it with Samsung I told him to quit this BS and just accept my return. By this time I was sure they would cancel and started checking with Samsung but to my surprise they accepted my return got the pick up done the next day and got the refund in two days.