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सफलता की कहानी / Success Story #2662066

NCH Docket No.: 2662066 Dated: 2021-04-06 Sector: e-Commerce (online pharmacy)
Problem Reported: Consumer has ordered Medicines through an online pharmacy in mid March 2021 and had paid ₹536.50/- through an e-wallet. While delivering the medicines ordered, the delivery boy demanded extra amount so consumer cancelled the order. She then asked the company to refund the amount, but the company had neither responded nor refunded the amount paid.
Escalation by NCH: As the online pharmacy is a convergence partner of the National Consumer Helpline; the grievance was responded by the company on the NCH portal stating that the customer placed an order which was processed and dispatched through the courier partner. As suspected, the payment was not captured in the delivery partners’ portal due to which they were unable to deliver the order. We have rectified the issue and resolved it. However, the order was returned to the Fulfillment Centre and canceled. The refund of Rs. 561.15/- has been initiated to the original source of payment in the 2 transactions and gave the payment details, and also mentioned that the customer had been informed regarding the refund via Email.
Consumer Remark in INGRAM: Thank you so much for your help. I'm so glad you helped me out. It wouldn't have been possible without you.
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