A district consumer commission in Andhra Pradesh has ordered e-commerce platform Snapdeal to refund a customer ₹754 and pay an additional ₹13,000 in compensation and litigation costs. The ruling stems from a complaint filed by a customer who alleged that five rare one-rupee currency notes he ordered online were missing from the parcel delivered by Snapdeal.
Snapdeal Found Deficient in Service
The District Consumer Disputes Redressal Commission found Snapdeal guilty of a deficiency in service. The commission, comprising President D Sreedevi and members Y Sundara Rao and Dr S A Sameera, stated in its July 13 order that Snapdeal was solely liable for failing to ensure the customer received the product he had paid for.
“The 1st opposite party (Snapdeal) is solely liable for the deficiency in rendering their service towards the complainant in an unfair manner and liable for appropriate reliefs to the complainant,” the commission observed.
Customer's Complaint and Evidence
According to the complaint, the customer, a collector of old and rare currency notes, ordered five rare one-rupee Gandhi notes, signed by former Reserve Bank of India Governor I.G. Patel, through the Snapdeal mobile application on October 30, 2024, for ₹754. Upon receiving the parcel on November 9, 2024, the customer alleged the rare currency notes were missing when he opened the package.
Crucially, the complainant had videographed the opening of the parcel in the presence of the delivery agent, providing concrete evidence that the ordered items were not inside. The commission noted that the delivery agent was aware the consignment did not contain the material ordered.
Snapdeal's Defense Rejected
Snapdeal contested the complaint, arguing it merely operates as an online marketplace connecting buyers and third-party sellers. The company claimed protection under the Information Technology Act as an intermediary and sought dismissal of the complaint, asserting that an independent third-party seller sold the disputed product.
However, the commission rejected this defense, observing that Snapdeal acted in a deficient and negligent manner by failing to verify the contents before delivering the parcel, despite charging service fees. This negligence was deemed a clear deficiency in service and a violation of the consumer's legal rights.
Refund and Compensation Awarded
Allowing the complaint in part, the consumer commission directed Snapdeal to refund ₹754, along with 12% annual interest from the date of filing the complaint until realization. Additionally, the e-commerce company was ordered to pay ₹10,000 as compensation for mental agony and ₹3,000 towards litigation costs. The commission stipulated that these amounts must be paid within six weeks, reinforcing the accountability of online platforms for the products delivered to their customers.