Failure To Resolve Issues With Amazon Pay Wallet, Kurukshetra District Commission Holds Amazon Seller Services Liable

Brief Facts:

Mr. Gurdeep Singh (“Complainant”) was a user of Amazon Seller Services Pvt. Ltd's (“Amazon Seller Services”) wallet, Amazon Pay, was registered from his mobile number and linked to his bank account. Following a deposit of Rs. 10,000/- made by him in the Amazon Pay account, he started encountering difficulties with his wallet while attempting to pay his electricity bill. The Complainant made several efforts to pay his electricity bill from the wallet. Later, the Complainant attempted to contact Amazon customer care but didn't receive a satisfactory reply. Subsequently, the Complainant started facing difficulties in accessing his Amazon Pay account due to password-related issues. Feeling aggrieved, the Complainant then approached the District Consumer Disputes Redressal Commission, Kurukshetra, Haryana (“District Commission”) and filed a consumer complaint against Amazon Seller Services.

In response, Amazon contested the maintainability of the complaint, raising preliminary objections. On the merits, Amazon argued that the Complainant's account was closed in 2016 due to violations of terms and conditions. The Amazon stated that the Complainant added a Gift Card of Rs. 10,000/- in 2019. Amazon contended that the Complainant's account was suspended again on 22.08.2016 and in July 2019 due to further violations. Despite awareness of the suspension, the Complainant reportedly continued to use the platform, adding the gift card in violation of usage conditions. Therefore, it denied any deficiency in service or unfair trade practice, asserting that the Complainant's allegations lacked merit and requested for dismissal of the complaint.

Observations by the Commission:

The District Commission noted that Amazon suspended the Complainant's account after he deposited a substantial amount of Rs. 10,000/- in the wallet. In this regard, the District Commission noted Amazon failed to provide the service for which payment was made. Further, the District Commission held that despite contacting Amazon multiple times for resolution, Amazon failed to provide any assistance to the Complainant.

Consequently, in the interest of justice, the District Commission ordered the refund of Rs. 10,000/- deposited by the Complainant in his Amazon Pay Account within 45 days from the date of order.