Delhivery - lost package

COMPLAINT DETAILS

Complainant: Miles Retail

Opposite Party: Delhivery Limited

Subject: Deficiency in Service, Unfair Trade Practice and Failure to Resolve Missing High-Value Shipment

Facts of the Case:

*. A high-value shipment bearing AWB No. ************** and Invoice No. INV-*** valued at INR *,*** was handed over to Delhivery for transportation and delivery.

*. The shipment was duly handed over to the delivery partner and signed handover proof was provided. All documentary evidence, including invoice copies and communication records, have been shared with Delhivery.

*. Upon non-delivery of the shipment, a support ticket bearing ID J**************** was created on ** February ****.

*. For more than two months, Delhivery repeatedly provided generic responses stating that the matter was "under investigation" without furnishing any concrete findings or resolution.

*. Despite the investigation remaining inconclusive, Delhivery closed the ticket on ** April **** without resolving the issue, providing compensation, returning the shipment, or initiating any claim process.

*. Due to the unreasonable delay and failure of the delivery partner, the customer waited for over a month and ultimately had to be refunded by the complainant, resulting in direct financial loss.

*. The conduct of the opposite party has caused severe financial stress, operational losses, loss of business reputation, mental harassment and unnecessary hardship to the complainant.

*. Despite repeated follow-ups and submission of all proofs, Delhivery failed to exercise due care and failed to provide adequate service, thereby amounting to deficiency in service and unfair trade practice under the Consumer Protection Act, ****.

Relief Sought:

a) Direct the opposite party to declare the shipment as lost and initiate claim/liability proceedings immediately.

b) Direct the opposite party to compensate the complainant for the shipment value of INR *,***.

c) Award suitable compensation towards mental harassment, business loss, and deficiency in service.

d) Award litigation expenses and any other relief deemed fit in the interest of justice.

List of Documents Attached:

*. Invoice No. INV-***.
*. Signed handover proof/manifest.
*. Complete email communication with Delhivery.
*. Screenshot showing closure of Ticket ID J**************** without resolution.
*. Proof of refund issued to the customer.
*. Any other supporting documents.