Online Fraud

I bought a phone and it was suppose to deliver on19 march 2018 but it was not deliver and i recived a msg that you product has deliverd and after a long distuction amazon customer care service execative said that we can’t help you and they blocked my refund. After that i talk to delivery service senior. They gave my phone without any receipt and any box on 22 april 18 then i again talk to customer care and told all the thing and i also proof that that is not my folt and his delivery service did wrong delivery and they didn’t call me that day and now they gave a second hand phone and now i want to refund this phone but amazon is not ready to refund my money.