Man orders ‘rare’ 1-rupee note online, never gets it, wins Rs 13,000 payout

It was stated that he immediately questioned the delivery agent, contacted Snapdeal’s customer service, and later submitted written representations seeking redress, however, he received no response. Feeling aggrieved, the complainant moved consumer commission seeking a refund and compensation.

Snapdeal contested the complaint, arguing that it merely operates an online marketplace connecting buyers and third-party sellers and is protected under the Information Technology Act as an intermediary. It claimed that though it facilitates the online platform, the material is sold by an independent 3rd party seller. Therefore, it sought dismissal of the complaint.

The commission noted that the complainant had videographed opening of the package at the time of delivery in front of the delivery boy. “So, the incident was picturised by the complainant in the presence of 2nd opposite party delivery agent, hence, the 2nd opposite party also came to know that the consignment received by the complainant was not having any required material as per the complainant order,” the order read.

It held that the platform acted in deficient and negligent manner. It further added that the platform failed to render their service to the complainant despite receiving consideration towards their fees.

It held that the opposite party failed to verify the material before delivering it to the complainant, amounting to a deficiency in service. The commission concluded that such negligence entitled the complainant to appropriate relief in order to safeguard the legal rights of consumers.

Allowing the complaint in part, the commission directed Snapdeal to refund Rs 754 with 12 per cent interest from the date of filing of the complaint until realisation. It further directed to pay Rs 10,000 as compensation for mental agony and Rs 3,000 towards litigation costs within six weeks. The complaint against the courier company and its branch office was dismissed.

Takeaway

The ruling reiterates that online marketplaces cannot escape liability when customers do not receive the goods they ordered. Failure to verify orders and ensure delivery amounts to a deficiency in service, entitling consumers to compensation.

For consumer-related grievances, individuals may contact the consumer helpline in their respective states (Andhra Pradesh: 0866–2551431) or call the National Consumer Helpline at 1915 for assistance.