Introduction
You paid for a product online or offline, but it was never delivered. Or it arrived damaged, or a completely different product was sent. This is a very common consumer problem — especially with e-commerce platforms. You have clear legal remedies under the Consumer Protection Act, 2019.
Steps to Take Before Filing a Complaint
Step 1: Contact the Seller / E-commerce Platform
First, raise a complaint with the seller or platform through their customer care or grievance portal. Get a complaint reference number.
Step 2: Send a Legal Notice
If the seller does not resolve the issue, send a formal Legal Notice via Speed Post. State clearly: what you ordered, when you paid, the amount, and what relief you want.
Step 3: File a Consumer Complaint
If there is no satisfactory response within 15-30 days, file a consumer complaint at e-jagriti.gov.in.
Documents Required
- Order confirmation and payment receipt
- Screenshots of order status / tracking details
- Emails or chats with customer care
- Legal notice sent and postal receipt
Which Commission to Approach?
For most e-commerce cases (order values below Rs. 50 lakhs), approach the District Consumer Commission (DCDRC) in your district. The complaint can be filed in the district where you (the consumer) reside, even if the seller is in a different city.
Relief You Can Claim
- Full refund of the amount paid
- Interest on the refund amount
- Compensation for mental harassment
- Litigation costs
E-Commerce Under CPA 2019
The Consumer Protection (E-Commerce) Rules, 2020 place specific obligations on e-commerce platforms. Platforms must maintain a grievance officer, display return/refund policies clearly, and ensure sellers comply with consumer protection laws.