Online shopping refund not received, wrong or fake product, or order not delivered? How to complain in India — seller and platform grievance officer (E-Commerce Rules 2020: 48 hours / one month), NCH 1915, consumer commission on e-Jagriti (2026)
Plain step-by-step guide for anyone whose online order never arrived, arrived damaged, wrong or fake, whose return was refused, or whose ‘refund processed’ never reached the bank: your rights under the Consumer Protection (E-Commerce) Rules, 2020, how to write to the grievance officer, the National Consumer Helpline (1915), the payment-side complaint, and when to go to the consumer commission. Educational only — not legal advice. Adhiwakta does not contact sellers, platforms or banks for you.
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First, name your problem
Most complaints fall into one of these: (1) order not delivered, or marked ‘delivered’ when you never got it; (2) late delivery; (3) wrong, damaged, defective, used or fake (spurious) product; (4) return or replacement refused; (5) refund ‘approved’ or ‘processed’ but not received; (6) cancellation charges or hidden charges added at checkout; (7) a fake website, fake seller or ‘refund agent’ call that took your money. Types (1)–(6) are consumer complaints. Type (7) is cyber fraud — call 1930 at once and report on cybercrime.gov.in, then follow the steps below for the record.
Your rights under the E-Commerce Rules, 2020
The Consumer Protection (E-Commerce) Rules, 2020 apply to all goods and services sold online, on marketplace and inventory models. A seller on a marketplace (rule 6(3)) and an inventory e-commerce entity (rule 7(4)) may not refuse to take back goods, or refuse a refund of money paid, if the goods or services are defective, deficient or spurious, are not as advertised or agreed, or are delivered late from the stated schedule (unless the delay was due to force majeure). A platform may not charge you cancellation charges unless it bears similar charges when it cancels your order itself (rule 4(8)). Consent to buy must be an active choice, not a pre-ticked box (rule 4(9)). Accepted refunds must be paid within a reasonable time or as prescribed by RBI or other law (rule 4(10)). Note: there is no law forcing every seller to accept ‘change of mind’ returns — check the return policy shown at the time you ordered — but a defect or deficiency is covered by the Consumer Protection Act, 2019 either way.
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Write in Hindi or English · general guidance, not legal advice
Step 1 — Save proof before anything else
Keep the order ID, invoice, a screenshot of the product page (description, photos, price, delivery date and return policy as shown when you ordered), payment proof (UTR / card transaction), delivery details, photos or an unboxing video of what arrived, chat and email replies, and every ticket number. Do not throw away the packaging, labels or the product. If the order shows ‘delivered’ but never reached you, note the date and time and ask the platform for the delivery proof (photo, OTP record or signature).
Step 2 — Write to the grievance officer (48 hours / one month)
Every e-commerce entity must appoint a grievance officer and display the officer’s name, designation and contact details on its platform (rule 4(4)); marketplace sellers must have one too (rule 6(4)(b)). The grievance officer must acknowledge your complaint within 48 hours and redress it within one month of receiving it (rule 4(5)), and a marketplace must give you a ticket number to track it (rule 5(3)(b)). Use the in-app help first, then email the grievance officer with your order ID, what went wrong, what you want (refund, replacement, delivery) and your proof. On written request after purchase, a marketplace must give you the seller’s full details for dispute resolution (rule 5(3)(a)). Keep it short and factual.
Step 3 — National Consumer Helpline (NCH) 1915
If the platform does not resolve it, register a grievance with the National Consumer Helpline of the Department of Consumer Affairs: toll-free 1915, WhatsApp or SMS 8800001915, the portal consumerhelpline.gov.in, the NCH app or UMANG. Many companies are ‘convergence partners’ that reply directly on the portal. NCH works at the pre-litigation stage — it can push for a settlement but cannot pass a binding order. Save the docket number; it is useful proof later.
Step 4 — The payment side: bank, card or UPI
If the platform says the refund was processed, ask for the refund reference (ARN or UTR) and check with your bank. If you paid by card, ask your card issuer whether a dispute / chargeback can be raised for goods not received or not as described — timelines and rules depend on the bank and card network, so do this early. If you paid by UPI, raise the issue in your UPI app as well. If the bank itself fails to act on your complaint within 30 days, the RBI Integrated Ombudsman (cms.rbi.org.in / 14448) is an option against the bank — not against the seller.
Step 5 — Consumer commission on e-Jagriti
If nothing works, you can file a consumer complaint for defective goods, deficiency in service or unfair trade practice under the Consumer Protection Act, 2019 — against the seller, the platform or both, as the facts show. Where: the District Commission for value paid up to ₹50 lakh (State Commission above ₹50 lakh up to ₹2 crore; National Commission above ₹2 crore), and you may file where you live or work. When: within two years of the problem (section 69). How: online on e-Jagriti (which replaced e-Daakhil from 1 January 2025); no fee where the value paid is up to ₹5 lakh. The commission can order refund, replacement, compensation and costs (section 39), but results depend on facts and proof. Many people first send a short written notice to the seller and platform; this is useful but not compulsory.
Fake websites, COD scams and ‘refund agent’ calls
If a website took payment and vanished, sent an empty box or a brick, or someone calling as ‘customer care’ asked for your OTP, UPI PIN, card details or a screen-sharing app, it is cyber fraud. Call 1930 at once and report on cybercrime.gov.in; tell your bank to block the card or account. Police may register cheating (BNS section 318, old IPC 420), cheating by personation (BNS section 319, old IPC 419) and IT Act section 66D. Remember: you never need to enter a UPI PIN to receive a refund, and real customer care numbers come from the app or official website — not from search results or social media.
Hidden charges and ‘dark patterns’
The Central Consumer Protection Authority’s Guidelines for Prevention and Regulation of Dark Patterns, 2023 name practices such as false urgency (‘only 1 left’ when untrue), basket sneaking (items or charges added without your choice), drip pricing (charges revealed only at the end), subscription traps and forced action. Platforms must also show the total price with a break-up of charges. If you face these, take screenshots and report them on NCH; they also support your consumer complaint.
How Adhiwakta can help
We do not file complaints, contact sellers, platforms or banks, or recover money for you. Adhiwakta is a facilitation platform, not a law firm. We do not file cases, appear before any authority, or promise any result. Use Ask Adhiwakta to describe your situation for general guidance from an independent advocate, or start with the AI helper to organise your facts and papers. Educational only — not formal legal advice.
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Frequently asked questions
- My refund was approved but not credited. What should I do?
- Ask the platform for the refund reference (ARN or UTR) and check with your bank. Under the E-Commerce Rules, 2020, accepted refunds must be paid within a reasonable time or as RBI or other law prescribes. If it is still missing, email the grievance officer, then register on the National Consumer Helpline (1915). If the bank is at fault and does not act in 30 days, the RBI Ombudsman is an option.
- The seller refuses to take back a defective or fake product. Is that allowed?
- No, if the product is defective, deficient, spurious or not as advertised. Rules 6(3) and 7(4) of the E-Commerce Rules, 2020 say sellers and inventory platforms may not refuse to take back such goods or refuse a refund. Keep photos, the unboxing video and the product page screenshot as proof.
- The order shows ‘delivered’ but I never received it. What can I do?
- Complain in the app the same day, ask for the delivery proof (photo, OTP record or signature), and email the grievance officer, who must acknowledge in 48 hours and resolve within one month. If unresolved, go to NCH 1915 and then, if needed, the District Consumer Commission on e-Jagriti.
- Is every online seller required to accept returns?
- Not for a simple change of mind — there is no law forcing a return policy, so the policy shown when you ordered matters. But a defective, damaged, wrong, fake or late-delivered product is covered by the E-Commerce Rules and the Consumer Protection Act, 2019, whatever the policy says.
- How long do I have to file a consumer complaint, and is there a fee?
- Generally within two years of the problem (section 69 of the Consumer Protection Act, 2019). File online on e-Jagriti before the District Commission for value up to ₹50 lakh. No fee is payable where the value paid is up to ₹5 lakh.
- Can I complain against the shopping platform or only the seller?
- Both can be made parties where the facts support it. A marketplace has its own duties under the E-Commerce Rules — grievance officer, ticket number, seller details and fair practices — and the consumer commission decides who is liable on the evidence.
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