Pathanamthitta: A Kerala consumer commission has directed courier company Xpressbees to pay ₹22,500 to a father after a packet of diapers ordered for his 1.5-year-old daughter was repeatedly delayed and eventually cancelled without delivery.
Diapers reached hub but never reached family
The father had ordered MamyPoko pants diapers worth ₹1,429 through FirstCry on March 9, 2025. The parcel was dispatched the same day and reached the Xpressbees hub in Thiruvalla the following day.
Although delivery was initially promised for March 12, the package did not arrive. The customer later received an ‘out for delivery’ message, but the named delivery agent reportedly said he was not assigned to the route.
Despite repeated complaints to the seller, courier company and National Consumer Helpline, the parcel remained undelivered. FirstCry eventually cancelled the order and initiated a refund. The father said he had to purchase diapers locally at a higher price.
Consumer commission finds service deficiency
Xpressbees argued that the customer had allegedly refused to provide the OTP required for delivery and cited technical and operational difficulties.
However, the Pathanamthitta District Consumer Disputes Redressal Commission found that the courier company had not provided convincing evidence that a delivery agent had actually reached the customer’s premises and that the customer had refused the OTP.
The commission said records such as call details, GPS data, delivery photographs or other verifiable proof could have established an actual delivery attempt.
The courier company was directed to pay ₹15,000 as compensation for inconvenience, mental agony and loss, besides ₹7,500 towards litigation expenses. The amount must be paid within 30 days, failing which it will attract 9% annual interest.
The commission also directed Xpressbees to ensure that delivery statuses are accurately recorded and that parcels are not marked as ‘customer refused’ without verifiable evidence of an actual delivery attempt.