Shopping & services
Online order problem — not delivered, wrong item, fake, or return refused
E-commerce sites must acknowledge your complaint within 48 hours and resolve it within a month. Most cases end at the National Consumer Helpline.
Answer a few questions and get your list →What the law says
Consumer Protection (E-Commerce) Rules, 2020 apply to platforms and sellers. Complaints can go to the National Consumer Helpline (1915), then the Consumer Commission on e-Jagriti within 2 years. From 1 January 2027, amended e-commerce rules also require platforms to take part in the National Consumer Helpline process and add new disclosure duties.
General information, not legal advice.
Papers that usually help
- Order page, invoice and seller name
Basic proof of the purchase. - Key dates: order, promised delivery, complaint, and any refund promise
Shows delays against the platform's own promises and the 1-month redress rule. - Payment proof
Needed for refund and chargeback. - Tracking page and delivery status
Shows "delivered" when it was not. - Unboxing video / photos of what arrived
The key proof for wrong, empty, fake or damaged items. - Product listing as it was when you ordered
Proves it was not as described. - Complaint tickets, chat transcripts and replies
Shows the platform had a chance to fix it. - Write to the platform's grievance officer (details on its website)
They must acknowledge within 48 hours and redress within one month. - File on National Consumer Helpline (1915 / consumerhelpline.gov.in)
Most e-commerce refunds are settled here. - Dispute the charge with your card issuer or bank
Can reverse the payment if the platform fails.
Questions Saboot will ask you
- What went wrong?
- How did you pay?
- Have you complained to the platform?
- Roughly how much is involved?
- Do you have an unboxing video or photos?
- Have you filed on the National Consumer Helpline?
Sources
- Consumer Protection (E-Commerce) (Amendment) Rules, 2026 — G.S.R. 789(E), 9 Sep 2026, effective 1 Jan 2027 (official PDF)
- Consumer Protection Act, 2019
- National Consumer Helpline (1915)
Common situations
- Online order never arrived but shows delivered
- Got a brick or empty box instead of the phone
- Received a fake or used product online
- Seller refuses to accept a return
- Order cancelled but money not refunded
- Damaged item delivered and seller blames courier
- Cash on delivery order — delivery person took extra money
- Instagram seller took money and blocked me
- Food delivery order was wrong, spoilt or missing
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