Consumer Court Penalizes Flipkart ₹13,000 for Unilateral iPhone Order Cancellation

The District Consumer Disputes Redressal Commission at Central Mumbai has imposed a penalty of ₹13,000 on Flipkart for unilaterally cancelling an iPhone order placed by a customer. Despite refunding the cost of the phone, the Court emphasized that Flipkart’s liability persisted, citing the customer’s investment of time, energy, and money into the purchase.

Key Points:

1. Unilateral Cancellation: Flipkart cancelled the iPhone order placed by Akshay Vijay Loke, leading to a complaint filed against Flipkart and Ekart logistics.
2. Lack of Delivery Attempts Evidence: The Commission noted a lack of evidence from Flipkart regarding multiple delivery attempts before cancellation, undermining their justification for the cancellation.
3. Absence of Clear Policies: Flipkart’s terms and conditions didn’t specify circumstances for unilateral order cancellation post-payment or the maximum delivery attempts before cancellation.
4. Questionable Actions: The Commission questioned Flipkart’s directive to place a fresh order after cancellation, suggesting an arbitrary increase in the phone’s cost as the reason behind the cancellation.
5. Verdict: Flipkart was deemed deficient in service, and the Commission ordered a penalty of ₹10,000 for mental anguish and harassment inflicted on the customer, along with an additional ₹3,000 in costs.

Conclusion: The ruling serves as a reminder to e-commerce platforms like Flipkart to adhere to transparent and fair practices, especially in customer interactions and order management. It highlights the importance of clear policies and responsible customer service to maintain consumer trust and satisfaction.

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