In what will expose the pit-falls that lie on the country’s path to a cashless economy, agency reports suggest that digital wallet company Paytm has been duped of Rs 6.15 lakh by its customers.
On Friday, the Central Bureau of Investigation (CBI) registered a case against some customers for cheating and forgery on the basis of a complaint filed by Paytm.
Although the agency has the power to take suo motu cognisance, it is extremely rare. Generally a case is referred by the central government or directed by the courts.
It is unclear why the CBI has picked up this case, especially since the amount involved is as low as Rs 6.15 lakh.
Moreover, no government official, agency or ministry is involved in the case. Here is what the CBI has to say:
The CBI can register cases under Information Technology Act in the territory of Delhi even against private individuals. Has been happening since the year 2000.Devpreet Singh, Spokesperson, CBI
What is Paytm’s Complaint?
Paytm is India’s largest e-payment platform with over 150 million wallets activated so far and has registered over seven million transactions worth Rs 120 crore a day.
The complaint from Manager Legal M Sivakumar claimed that the company makes refunds for defective products received by a customer and also arranges a reverse pickup for the damaged product to be sent back to the merchant.
The process is done by a team of customer care executives who have been assigned specific ids and password to handle such complaints from the customers and arrange refund and pickup.
It is alleged that during reconciliation, the company found that in 48 cases customers had received refunds even though the delivery of orders was made successfully to them. The company claimed that the customers were satisfied with the products, and that the refunds should not have happened.
In all these 48 cases, refund of order amount happened to the respective customers to the tune of Rs 6.15 lakh.Part of complaint filed by Paytm
It is alleged that the customers "illegally" appropriated money refunded in their bank accounts and wallets.
Paytm also claims the involvement of its employees. So far a case has been registered against 15 customers.
Questioned on why the CBI was approached instead of the police, this is what Paytm had to say:
Paytm Marketplace files complaint on users misusing consumer-friendly return and refunds policies. Paytm has identified about 48 fraudulent users in the physical goods marketplace business, who were trying to game the company’s consumer friendly practices.
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