Solai Traders - Unfair Cancellation False accusation and charging cancellation charges

I had placed an order for a few laptop/ computer accessories totalling ₹****/- on dealsplant.com app that is run by a Chennai based company by the name Solai Traders (Sai Raksha, No. A*-A, Sri Pandiyan Nagar, Mangadu, Chennai, Tamil Nadu ******
GST-**ABIPU****J*ZE) on **th Sep, ****.

I needed to check a few more details and had at that time decided to purchase some more items apart from those I had already ordered. Since this company charges for shipping for orders of value lesser than ₹****, I decided to call them to cancel the previous order and refund the full amount and also mentioned that I shall place a new order soon.

The company refunded the full amount of ₹**** on the first instance. Strangely, they refunded to Paytm UPI after asking for these details when the initial payment was made using card through a payment Gateway. This in itself is not a good practice since I am aware of RBI policies.

Later I placed a new order for ₹**** on the dealsplant app for similar items on **th Sep, ****. This was done after due research in which I decided not to purchase the other item I was thinking about earlier. I later noticed that there was slightly incorrect address with order. I placed another order soon on the same day, **th Sep, ****. However, the address again was not correct with the order, which I noticed only the following day.

I tried calling their support number +** *** ** ** ***, but was not able to speak with anyone since it was switched off. As per their website this number is reachable only between **AM and *PM from Monday to Friday. I called more than a dozen times on **th Sep, **** but it was switched off the whole day. I then called someone who's associated with this company; I found this person's number after doing some search on Google.

This person was not at all interested to speak on phone and mentioned that his company only communicates on email and suggested me to email the issues. I did email them but their response time is not appropriate to resolve queries such as mine. I requested cancellation of one of the orders and process the other. However, I did not initially get any response. Later, I placed a new order for same items. Post this, I received an email that said that I am repeatedly placing and cancelling order and hence they would cancel all my orders and refund my money after deducting *% as cancellation charges.

I agai emailed them saying that my issue is genuine and the address with all the orders was slightly incorrect and I wanted it changed and also mentioned the correct address in the email. I also spoke to their staff on **th requesting to make the address change and process one of the orders and cancel the other two. However, I soon received an email saying they are cancelling all orders and refunding my money deducting *% cancellation charges.

I had no way to even get any sort of assistance from this company. Instead in the same email, they accused me falsely of shouting at their staff and giving different reasons on phone and emails and requesting different address changes. All of this is completely untrue. I made request to change address to the correct one twice, but it was the same address.

The company is indulging in unethical practices and do not have any sort of customer support. In fact, when I called their number, I was told that the contact number is only for enquiries and not for other issues.

All of this including the manner on which they do their refunds and deducting cancellation charges are, as per my understanding, against consumer rights and ecommerce regulations, Govt. of India.

I have had to go through frustration at not being able to get any assistance from this company. Apart from this, I have had to go through mental torture of being accused of shouting at their staff, which is completely false. In fact if they thought I was abusing their system, they should have, like other ecommerce companies, just closed my account, cancelled my orders and refunded my amount fully. This practice of deducting *% as cancellation charges is unethical and against my consumer rights.

Such companies should not be allowed to operate with such unethical practices and should be made to pay for such practices.