The Mumbai Suburban District Consumer Disputes Redressal Commission has ordered Amazon Seller Services Pvt. Ltd. to pay ₹40,000 to a city-based woman for failing to deliver a ₹100 rakhi she had ordered online.
The complainant, Sheetal Kanakia from Borivali, had placed an order on Amazon on August 2, 2019, for a “Motu Patlu Kids Rakhi” priced at ₹100, intended for her nephew ahead of Raksha Bandhan. Despite assurances of delivery between August 8 and 13, the rakhi never arrived.
Instead, Kanakia discovered that the shipping details provided were fraudulent—the tracking number was fake, and the courier company supposedly used, Poonam Courier, had shut down operations. After repeated follow-ups and a legal notice, Amazon refunded the ₹100 on August 14 but failed to offer an explanation or take responsibility for the emotional distress caused.
The court observed that although Amazon claimed to merely act as a facilitator for third-party sellers, the transaction and refund process showed that the money was retained by Amazon and not forwarded to the actual seller, indicating a direct responsibility.
“The delivery of the rakhi to the complainant was through the Opposite Parties, hence they are liable for the consequence of non-delivery,” the court stated, calling it a clear case of deficiency in service and unfair trade practice.
The commission has awarded her Rs 30,000 in compensation and an additional Rs 10,000 as legal costs.
