Santanu Dutta, a regular Flipkart buyer, filed a complaint after his refund request for a wrongly sized school shoe order (OD335268793511672100) was cancelled without reason. Read the full details and consumer rights implications.
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Complaint Summary Table : Flipkart Refund Complaint – Santanu Dutta Faces Cancelled Request for Order OD335268793511672100
| Detail | Information |
|---|---|
| Complainant Name | Santanu Dutta |
| Designation | Area Manager – Safexpress Pvt Ltd |
| Company / Brand | Flipkart |
| Product / Service | School Shoe |
| Order ID | OD335268793511672100 |
| Date of Order | 27th August 2025 |
| Issue Reported | Wrong size delivered; refund request cancelled without explanation |
| Expected Resolution | Proper refund or replacement as per Flipkart’s 10-day return policy |
| Complaint Platform | Shared publicly on LinkedIn |
Full Complaint Details
Santanu Dutta, Area Manager at Safexpress Pvt Ltd, has raised a serious concern against Flipkart regarding his recent purchase.
On 27th August 2025, he ordered a pair of school shoes from Flipkart. Upon delivery, he discovered that the shoes were of the wrong (larger) size. Following Flipkart’s 10-day return/replacement policy, he submitted a request to exchange the product for the correct size.
Initially, the system showed that the product would be picked up by 2nd September 2025. However, to his shock, the request was suddenly cancelled without any reason or notification.
Mr. Dutta further highlighted the poor accessibility of Flipkart’s customer support, stating that their helpline system is “totally useless” since customers cannot reach a human executive easily. He had to resort to writing this public complaint, uncertain if his issue will even be addressed.
Consumer Rights Analysis
According to the Consumer Protection Act, 2019 (India), customers are entitled to:
- Right to Refund/Replacement when the product is defective or not as described.
- Right to Transparency regarding cancellation of requests or refunds.
- Right to Customer Support through accessible channels.
By cancelling the refund request without explanation, Flipkart appears to be violating its own 10-day return policy and potentially the rights of the consumer.
Possible Actions for Resolution
- Re-escalate the complaint through Flipkart’s official support email: cs@flipkart.com.
- Tag Flipkart Support on LinkedIn, Twitter, and other public forums to gain attention.
- File a grievance on the National Consumer Helpline (NCH) portal – consumerhelpline.gov.in.
- Approach the District Consumer Forum if Flipkart continues to ignore the case.
Impact on Customers
This case highlights a recurring frustration among Flipkart customers:
- Return/refund requests being cancelled arbitrarily.
- Poor escalation mechanisms.
- Lack of proper customer service channels.
Such practices erode customer trust and could push long-term loyal buyers like Mr. Dutta towards competing platforms such as Amazon, Myntra, or AJIO.
Conclusion
Santanu Dutta’s case is a strong reminder that e-commerce platforms must uphold their return and refund policies transparently. Cancelled refund requests without explanation are not just an inconvenience but also a violation of consumer trust and rights.
Flipkart must address this complaint promptly, provide the rightful refund, and improve its customer grievance redressal system to prevent similar issues in the future.
Frequently Asked Questions (FAQs)
Q1: What was Santanu Dutta’s complaint against Flipkart?
He complained that his refund request was cancelled without reason for a wrongly sized school shoe order (OD335268793511672100).
Q2: When did he place the order?
He placed the order on 27th August 2025.
Q3: What is Flipkart’s return policy?
Flipkart generally offers a 10-day return/replacement policy for most products.
Q4: Why was the refund request cancelled?
No explanation was given by Flipkart, which violates consumer rights and platform transparency.
Q5: What action can a customer take if a Flipkart refund is cancelled?
- Re-contact Flipkart via email.
- Escalate on social media.
- File a grievance on NCH.
- Approach the Consumer Forum if unresolved.
Q6: What is the National Consumer Helpline (NCH) contact website?
You can register complaints at consumerhelpline.gov.in.
Q7: Does Flipkart have a customer care number?
Flipkart’s customer support is primarily app-based, but customers often complain about the lack of direct human support.
Q8: Can Flipkart legally cancel a refund without notice?
No, under the Consumer Protection Act, 2019, companies must provide reasons for rejection or cancellation.
Q9: What are Mr. Dutta’s next steps?
He can escalate his complaint legally through consumer court if Flipkart fails to resolve it.
Q10: Can Flipkart lose customers due to such practices?
Yes, repeated unresolved complaints damage brand trust and push customers toward competitors.
Q11: Is Flipkart bound by RBI or government guidelines?
For refund-related issues, Flipkart must comply with consumer laws and e-commerce regulations.
Q12: Can Santanu Dutta claim compensation for harassment?
Yes, the Consumer Forum allows customers to claim compensation for mental agony and financial loss.
Q13: Does Flipkart always cancel refund requests?
Not always, but there are increasing complaints of arbitrary cancellations without communication.
Q14: What documents should a customer keep for filing a complaint?
- Order ID
- Payment receipt
- Screenshots of refund status/cancellation
- Communication records
Q15: Which government body regulates e-commerce disputes?
The Ministry of Consumer Affairs oversees e-commerce consumer disputes.
Q16: Can a lawyer be hired for consumer disputes?
Yes, though consumer forums allow self-representation, a lawyer can strengthen the case.
Q17: What if Flipkart refuses to respond to NCH complaints?
The next step is filing a case in the Consumer Forum for legal redressal.
Q18: How long does it take to get a refund from Flipkart?
Typically 5–7 business days, depending on the mode of payment.
Q19: Can customers get refunds directly to their bank account?
Yes, refunds are usually credited back to the original payment method or to a bank account.
Q20: How can Flipkart improve its service?
By ensuring:
- Transparency in refund decisions.
- Easier access to customer care.
- Strict adherence to its return/refund policies.
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