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सफलता की कहानी / Success Story #2925448

NCH Docket No.: 2925448 Dated: 2021-08-26 Sector: e-Commerce (Online Shopping)
Problem Reported: Consumer had purchased a second hand mobile handset through a well-known online shopping platform. This was sold by the portal only as a prepaid order, so consumer paid ₹ 15799 and after the payment, he got images of the handset. Being second hand, the consumer expected few scratches on the handset. But when company seller shared images of the handset, it was completely different – had lots of scratches and the color of the outer body was faded. The consumer wanted to cancel the order but is unable to do so, as there was no cancellation policy. Consumer could only get a replacement, and he was not satisfied with this policy. He wanted refund.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH Portal that ‘The Courier Partner was unable to deliver the product to you as per your order cancellation request. Hence, your order was reversed and the product is being sent back to the seller. The refund for your order has already been completed and the details are as below: Refund Amount to e-Wallet: Rs 11/-, Refund Amount to Bank: Rs 15788.’
Consumer Remark in INGRAM: Excellent! It can be a little faster
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