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सफलता की कहानी / Success Story #1998935

NCH Docket No.: 1998935 Dated: 2020-04-29 Sector: E-Commerce
Problem Reported: In end of March, 2020 consumer had placed a pre-paid order for medicines for an amount of ₹3,009.76 with an online pharma company. A few days later the company cancelled the order and sent a message that the refund would be initiated within 5-7 working days with the transaction ID. But it had been more than 20 days that the amount of ₹3,009 was still not reflecting in his bank account.
Escalation by NCH: As the Company is a convergence partner of the National Consumer Helpline, the company responded to the grievance on the NCH Portal stating “...Due to the shortage of stock on the customer's location, the order was delayed. It was neither intentional not wanted, but due to non-availability of stocks which is beyond our control. The order was cancelled due to out of stock and refund initiated for the online payment. (Refund Amount- ₹3009.76)...”
Consumer Remark in INGRAM: The company finally processed the refund after a delay of more than 30 days. But thanks to this grievance process of consumer affairs by government of India, they were forced to take action again to close this.
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