Refund not proceeding - Flipkart

I ordered a Sony headphone from Flipkart worth rs. 2200. When I received the product and just opened the box, the box was empty and the product was missing.

So I made a complaint, but Flipkart cancelled my complaint. I mailed them so many times but continuously they are giving same reply:

“We’d like to let you know that your recent order has been cancelled as our systems have detected an unusually high number of returns in your purchase history. This would mean that any new order you attempt to place will also get cancelled. We are concerned and would like to understand the issues you are facing. Please reply to this email and we’ll get back to you with an update”.

I ordered only 2 products from Flipkart, one is with me, and 2nd one is missing. So, how are there high numbers of cancellation?

Please solve my issue as soon as possible

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