Ruling that an e-commerce firm cannot “escape liability” as “mere intermediary” in an online purchase, a consumer commission has found the platform and a television manufacturing company guilty of deficiency in service after a defective TV was delivered to a customer.

The manufacturer’s defence of attempting to resolve the issue was not supported by substantial proof, indicating a “lackadaisical approach”, the District Consumer Disputes Redressal Commission, South Mumbai said in an order passed earlier this month.

It ordered the e-commerce company and the manufacturer to refund Rs 13,999 paid for the defective TV, along with interest, as well as give additional compensation of Rs 15,000 for mental agony and inconvenience and Rs 5,000 towards litigation costs.