Amazon, sellers face non-bailable warrants in Kurnool for ignoring consumer order

The District Consumer Disputes Redressal Commission, Kurnool, has issued Non-Bailable Warrants (NBWs) against Amazon and two associated sellers for failing to comply with its earlier directions to refund money or replace a wrongly delivered mobile phone.

The case was filed by K. Veeresh, a resident of C. Belagal village in Kurnool district, who ordered an Apple iPhone 15 Plus (128 GB, Yellow) through Amazon on September 29, 2024, paying ₹79,900. However, he received an iQOO Neo 9 Pro handset instead. Despite raising multiple complaints through Amazon’s customer service, neither a refund nor a replacement was provided.

Commission’s directions ignored

After hearing the complaint (Consumer Case No. 08/2025), the Commission had directed Amazon (Respondent 1) and its listed sellers Clicktech Retail Pvt. Ltd. and Trilokeshwar Estates Pvt. Ltd. to jointly and severally refund ₹79,900 with 12 per cent annual interest, or supply the correct model. It also ordered payment of ₹25,000 for mental agony and ₹10,000 towards litigation costs, to be complied with within 45 days.

When the order was ignored, Veeresh filed an Execution Petition on August 18, 2025. The Commission issued notices to all respondents on August 26. Amazon’s counsel entered appearance through a vakalat, but the two sellers neither appeared nor replied. Even after three opportunities, no compliance or explanation was given.

Observing willful defiance of its orders, the Commission on October 22 directed the issuance of NBWs against Amazon and both sellers. The case has been adjourned to November 21 for further proceedings.

Fact check: E-commerce complaints on the rise

According to data published by the National Consumer Helpline (NCH) under the Department of Consumer Affairs, between January 2023 and September 2025, more than 1.2 lakh complaints were filed nationwide against e-commerce platforms. Around 70 per cent of these involved Amazon and Flipkart, mostly related to wrong or defective deliveries, refund delays, and misleading listings.

Consumer Commission databases and verified news reports confirm similar rulings in other parts of the country:

• In Delhi (June 2024), the District Commission fined Amazon ₹50,000 for failing to deliver an iPhone 13 and not refunding the buyer.

• In Pune (July 2024), Flipkart was ordered to pay ₹1 lakh as compensation for sending a fake watch.

• In Bengaluru (August 2025), Amazon was directed to refund ₹85,000 and pay ₹25,000 compensation for a wrong laptop delivery.

• In Andhra Pradesh, the Vijayawada Commission (June 2025) ordered Amazon and a seller to refund ₹42,000 for a wrong smartphone model, while the Visakhapatnam Commission (March 2024) fined Flipkart ₹50,000 for similar misconduct.

All these orders are recorded in official consumer forum repositories and reported by local media outlets.

Experts urge stronger enforcement

Consumer-rights experts say the Kurnool case highlights both weak enforcement mechanisms and poor seller accountability on large marketplaces. They suggest introducing an escrow payment system, where a buyer’s money is released to the seller only after the correct product is confirmed delivered.

They also recommend mandatory KYC verification of sellers, AI-based monitoring of suspicious listings, and automatic blacklisting of repeat offenders. Legal experts note that some commissions have already begun issuing NBWs and contempt warnings to ensure compliance.

Government and policy Measures

The Department of Consumer Affairs has confirmed that it is drafting amendments to the Consumer Protection (E-Commerce) Rules, 2020 to curb such violations. The proposed changes include:

• Mandatory refunds within seven days for unresolved wrong-delivery cases.

• Penalties up to ₹10 lakh for companies or sellers that ignore Consumer Commission orders.

• Creation of a national dashboard to identify repeat-offending sellers.

Officials say the reforms are intended to “restore consumer confidence in digital marketplaces.”

Precautions for Online buyers

Consumer authorities advise customers to:

• Purchase only from verified or “Fulfilled by Amazon/Flipkart” sellers.

• Keep unboxing videos for costly purchases as evidence.

• Check product descriptions carefully and retain all digital receipts.

• Use the National Consumer Helpline (1915) or the E-Daakhil portal to lodge complaints and track progress online.

Broader implications

The Kurnool Commission’s decision to issue NBWs marks one of the strictest enforcement actions against a global e-commerce platform in Andhra Pradesh. Legal observers say such actions could signal a new phase of consumer-rights enforcement, ensuring that large corporations and online sellers adhere to domestic consumer-protection laws.

As online shopping continues to grow in India, experts believe stricter accountability, faster redressal mechanisms, and greater consumer awareness will be key to preventing further disputes like the one now unfolding in Kurnool.