Navigating Consumer Disputes: The Flipkart iPhone Order Cancellation Controversy
Flipkart, the e-commerce giant, has been directed by a consumer disputes redressal panel in Mumbai to compensate a customer with ₹10,000 for the mental anguish endured following the cancellation of his iPhone order. The District Consumer Disputes Redressal Commission deemed Flipkart’s cancellation as ‘intentional,’ viewing it as a means to generate additional profit, thereby constituting a deficiency in service and unfair trade practice.
Although the customer received a refund, the panel acknowledged the mental distress caused by the unilateral cancellation. The complainant cited not only financial loss but also mental harassment and susceptibility to online fraud. However, the commission dismissed Ekart Logistics, Flipkart’s delivery partner, from the complaint, emphasizing the lack of direct consumer-service provider relationship.
Flipkart countered the allegations, asserting that the complainant mistakenly attributed the delivery partner as the seller. Emphasizing its role as an intermediary, Flipkart clarified that it facilitates transactions between independent third-party sellers and consumers. The seller in question, International Value Retail Private Limited, bore sole responsibility for the transaction, according to Flipkart.
Furthermore, Flipkart claimed to have relayed the complainant’s concerns to the seller, who indicated unsuccessful delivery attempts due to the complainant’s unavailability, leading to the order cancellation. With the refund processed, Flipkart asserted that the dispute solely pertained to the complainant and the seller, absolving it of any liability.
In essence, while the financial aspect has been resolved through the refund, the dispute remains between the customer and the seller, leaving Flipkart free of any legal obligation in the matter.
