According to the individual filing the complaint, a resident of Dadar, he initiated an order for an iPhone from Flipkart on July 10, 2022, and completed the transaction by paying ₹39,628 through his credit card.
In a recent verdict, the Consumer Disputes Redressal Commission in Central Mumbai has ruled against e-commerce giant Flipkart, holding it responsible for unfair trade practices and ordering compensation of ₹10,000 to a disgruntled customer. This ruling comes in response to a complaint filed by a resident of Dadar, who alleged mental harassment after Flipkart cancelled his order for an iPhone.
The commission’s detailed order, issued last month, shed light on the circumstances surrounding the cancellation of the iPhone order. The complainant stated that he placed the order on July 10, 2022, and completed the payment of ₹39,628 through his credit card. The scheduled delivery date was July 12. However, six days later, the complainant received an unexpected SMS from Flipkart, informing him of the cancellation of his order.
Flipkart attributed the cancellation to purported failed delivery attempts by their Ekart delivery personnel. However, the complainant contested this explanation, asserting that he was available at the specified address and had not received any delivery attempts.
During the proceedings, Flipkart attempted to deflect responsibility by arguing that it operated solely as an intermediary platform, with the actual transaction being conducted between the customer and the seller, International Value Retail Private Limited. Flipkart claimed that it merely facilitated the transaction and had no direct involvement in the cancellation decision.
However, the commission rejected Flipkart’s defense, emphasizing that Flipkart’s unilateral cancellation of the order, despite ongoing communication with the complainant, constituted a deficiency in service and an unfair trade practice. The commission noted that Flipkart failed to provide evidence to support its claim of multiple delivery attempts, casting doubt on the veracity of its explanation.
Furthermore, the commission highlighted Flipkart’s profit-driven motive behind the cancellation, noting that the complainant was asked to place a fresh order after the cancellation, at a higher price. This intentional maneuver to capitalize on the increased cost of the product was deemed to be exploitative and unjustifiable.
Despite the complainant receiving a refund for the cancelled order, the commission deemed it necessary to award compensation for the mental harassment and distress caused by Flipkart’s actions.
This ruling serves as a reminder of the importance of ethical business practices and consumer protection in the e-commerce industry. It underscores the need for e-commerce platforms to prioritize transparency, accountability, and customer satisfaction to maintain trust and credibility among consumers.
As per the ruling by the Consumer Disputes Redressal Commission in Central Mumbai, Flipkart has been mandated to provide ₹10,000 in compensation to address the mental harassment and anguish endured by the complainant. Additionally, Flipkart is directed to cover ₹3,000 in costs associated with the legal proceedings.
Sources: NDTV