Ordered 10 units of ghee but ‘got only 8’, man wins Rs 16,000 from online platform

In Uttarakhand, an e-commerce platform was held responsible for providing deficient service after a consumer received only eight units of ghee instead of the ten he had ordered. The Haridwar District Consumer Disputes Redressal Commission ruled in favor of the consumer, directing the platform to refund Rs 889 and pay Rs 15,000 in damages and litigation costs.

The commission found the platform guilty of failing to address the consumer's repeated complaints about the short delivery and closing them without resolution. The consumer had ordered 10 units of Govardhan pure cow ghee for Rs 4,440 on March 15, 2024, but only received eight units on March 16, 2024. The commission examined the order/payment records, complaint records, and parcel photographs, which confirmed the discrepancy.

The platform had only cited the delivery agent's digital report for the safe delivery of goods, which the commission deemed gross negligence and unfair trade practice. The judgment emphasizes that e-commerce platforms must investigate and address consumer complaints properly, not just rely on delivery records. Consumers facing similar issues can seek assistance through their state's consumer helpline or the National Consumer Helpline at 1915.