Online shopping refund not received? How to complain
E-commerce sites must have a grievance officer who acknowledges your complaint within 48 hours and resolves it within one month, under the Consumer Protection (E-Commerce) Rules, 2020. Here is how to escalate if they don't.
Wrong item, damaged product, or a refund that never arrives? The Consumer Protection (E-Commerce) Rules, 2020 give you a clear complaint route.
What every shopping website must do
- Show a grievance officer: the name, contact details and designation of the officer who handles consumer complaints must be displayed on the website or app.
- Acknowledge your complaint within 48 hours.
- Resolve it within one month of receiving it.
- Show clear policies on returns, refunds, exchanges, warranty and delivery before you buy.
Sellers on marketplaces must also appoint a grievance officer.
Step 1: Use the app first, but in writing
Raise a return or refund request in the app and save screenshots. Keep your order ID, invoice, photos or video of the product received, and all messages.
Step 2: Write to the grievance officer
If the problem isn’t solved, email the grievance officer listed on the website. State the order ID, what went wrong, what you want (refund, replacement), and attach your evidence. Note the date: they must acknowledge within 48 hours and resolve within a month.
Step 3: National Consumer Helpline
Call 1915 or register at consumerhelpline.gov.in. The helpline takes up complaints with e-commerce companies directly, and many are settled at this stage.
Step 4: Consumer Commission
If you still don’t get your money back, file a complaint online through e-Jagriti. For most online purchases, that is the District Commission, and you can file where you live. See how to file a consumer complaint.
If it was a fraud website
If the “shop” was fake and took your money, treat it as cyber fraud: call 1930 and report at cybercrime.gov.in. See what to do after an online fraud.