Refund took 17 days: store ordered to pay Rs 8,000 compensation

Hyderabad: The Hyderabad District Consumer Commission has ordered a clothing store to pay Rs 8,000 in compensation and costs after a customer was charged twice for a Rs 999 shirt and received the excess amount only 17 days later, The Indian Express reported.

The commission found deficiency in service, noting that the retailer failed to provide evidence explaining the delay in resolving the duplicate-payment issue.

President B Uma Venkata Subba Lakshmi and member C Lakshmi Prasanna awarded Rs 5,000 as compensation and Rs 3,000 towards costs. They clarified that the customer was not entitled to another Rs 999 refund, as the excess payment had already been refunded, but was entitled to compensation for the delay.

The customer bought the shirt on December 12, 2024, and initially paid using an SBI debit card. When the transaction reportedly failed due to Wi-Fi issues at the store, he completed the purchase via PhonePe.

On December 21, he discovered through his bank statement that Rs 999 had been debited twice. Store staff acknowledged the network issue and promised a refund within seven working days.

After the money was not returned within the promised period, the customer issued a legal notice on December 23 and subsequently approached the commission.

The retailer denied wrongdoing, challenged the complaint’s maintainability, and accused the customer of attempting to unlawfully extract money.

The commission concluded that the store had failed to resolve the issue promptly despite being informed of it. The order highlights retailers’ responsibility to address failed transactions and reverse duplicate debits without leaving customers waiting weeks for their money.