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Consumer Panels in Delhi and Jodhpur Hold Amazon, Appario and Apple Liable for Wrong Deliveries

The rulings confirm that marketplaces exercising control over transactions qualify as service providers under consumer law, creating joint accountability with listed sellers.

Overview

  • East Delhi’s consumer commission ordered Amazon Retail India and Appario Retail to refund ₹61,990 with 9% interest from December 26, 2023, plus ₹10,000 for mental agony and ₹7,500 in litigation costs.
  • The Delhi case involved an HP Pavilion order that arrived as an obsolete IBM ThinkPad, a pickup acknowledged in the app, a later status of “lost in transit,” and a refund denial citing a “use policy.”
  • The panel found deficiency in service and unfair trade practices, noting Amazon’s reply was filed beyond the statutory window and Appario submitted no supporting evidence.
  • In a separate Jodhpur order, Amazon India, Apple India and the seller were directed to refund ₹61,999 at 6% interest after a consumer received a ₹1,000 power bank instead of a prepaid iPhone 12, with ₹10,000 compensation and ₹5,000 costs.
  • Both commissions stressed platform responsibility for accurate delivery and recommended safeguards such as delivery-agent photos or videos during unboxing to prevent disputes.