A consumer disputes redressal commission in Mumbai has ruled against Flipkart, ordering the e-commerce giant to pay a customer INR 10,000 for "mental harassment" caused by the cancellation of his iPhone order. The tribunal found Flipkart guilty of unfair trade practices, noting that the cancellation occurred despite the customer's continuous communication with the company.
According to reports, the customer placed an order for an iPhone on Flipkart on July 10, 2022, and paid INR 39,628 using his credit card. The expected delivery date was July 12, but six days later, Flipkart allegedly cancelled the order. The customer claimed that Flipkart cited multiple failed delivery attempts due to his unavailability, leading to the cancellation. The customer also expressed concerns about potential online fraud resulting from the cancellation.
Flipkart defended its actions by stating that it was merely an intermediary and not the actual seller of the product. The company claimed that the order was cancelled due to the customer's unresponsiveness and that the dispute was between the customer and the seller, International Value Retail Private Limited.
However, the consumer court rejected Flipkart's defense, noting that the customer was asked to place a new order, but the price of the iPhone had increased by INR 7,000 by then. The court concluded that Flipkart's actions were intentional and aimed at making extra profit, constituting a deficiency in service and unfair trade practices.
The commission ordered Flipkart to compensate the customer INR 10,000 for the mental harassment and agony caused by the order cancellation, along with an additional INR 3,000 towards costs. Flipkart was directed to pay the compensation within a specified timeframe.
This ruling highlights the importance of fair trade practices and customer service in the e-commerce industry, emphasizing the need for companies to ensure transparency and accountability in their dealings with customers.
