Archive · 22 Jul 2026
Paytm Ordered to Pay ₹21,000 for Refund Failure
A customer booked flight tickets through Paytm but didn't receive a refund after the flight was canceled due to the Covid-19 lockdown.
The airline, Go Airlines, said they sent the refund to Paytm, but Paytm claimed the customer didn't claim the refund through the links they sent.
The consumer commission found Paytm responsible for ensuring the refund reached the customer and ordered Paytm to pay the refund amount, plus compensation and legal costs, totaling ₹21,437.
The commission also noted that Paytm could have directly transferred the money to the customer's bank account instead of leaving the issue unresolved.
A consumer commission in Himachal Pradesh ordered Paytm to pay ₹21,000 for failing to refund a flight ticket amount.
The refund of ₹6,437 was transferred by Go Airlines to Paytm but not received by the customer.
Paytm argued it sent refund links to the customer, which expired due to inaction.
The commission found Paytm's explanation insufficient and held it responsible for ensuring the refund reached the customer.
Paytm was ordered to pay the refund amount, ₹10,000 as compensation, and ₹5,000 towards litigation expenses.
- Who
- A consumer in Himachal Pradesh
- What
- A consumer commission ordered Paytm to pay ₹21,000 for failing to refund a flight ticket amount.
- When
- The order was issued on July 18.
- Where
- The case was heard by the Bilaspur District Consumer Disputes Redressal Commission in Himachal Pradesh.
- Why
- Paytm failed to ensure the refund reached the customer despite receiving the amount from Go Airlines.
Paytm's Defense
Consumer Commission's Ruling
Refund Process
Paytm's Defense
Paytm claimed it sent refund links to the customer, which expired due to inaction.
Consumer Commission's Ruling
The commission found Paytm's explanation insufficient and held it responsible for ensuring the refund reached the customer.
Technical Glitches
Paytm's Defense
Paytm argued technical glitches prevented the refund from being completed.
Consumer Commission's Ruling
The commission stated that technical issues do not relieve Paytm of its obligation to ensure the customer received the refund.
- Complainant's Refund Amount
- ₹6,437
- Compensation Ordered
- ₹10,000
- Litigation Costs
- ₹5,000
- Total Amount to be Paid
- ₹21,437 (excluding interest)
- Date of Order
- July 18
- Airline Involved
- Go Airlines
- Booking Platform
- Paytm
- Commission
- Bilaspur District Consumer Disputes Redressal Commission