Who Can Complain?
If you are a buyer who has suffered due to fraud, non-delivery, wrong product, or service failure on an e-commerce platform, you are eligible to complain under Indian consumer law.
Even if the seller is a third-party seller on a big platform, you can still raise a complaint through proper legal channels.
Common Issues with E-Commerce Platforms
- Non-delivery of goods
- Delivery of defective or wrong products
- Failure to process refunds or returns
- Misleading advertisements or product descriptions
- Inadequate customer support
These issues are common with both Indian and international e-commerce players operating in India.
Consumers across India often face a wide range of problems when dealing with online sellers and large e-commerce platforms. Some of the most frequently reported issues include:
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Non-delivery of goods: After making full payment, buyers may not receive the product at all. In some cases, delivery is delayed indefinitely without any updates or compensation.
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Delivery of defective or wrong products: Items received may be damaged, used, expired, or entirely different from what was ordered. This is a common grievance, especially during high-discount sales.
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Failure to process refunds or returns: Many platforms have return and refund policies, but these are not always honored. Requests may be rejected without valid reason, or funds may take excessively long to be credited back.
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Misleading advertisements or product descriptions: Product listings may include exaggerated claims or fake images. The actual product delivered often doesn’t match the online description or reviews.
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Inadequate customer support: When things go wrong, customers frequently find it difficult to reach a real support executive. Chatbots, delayed email responses, or scripted replies are common barriers to resolution.
These problems are not limited to small sellers — even major Indian and international platforms operating in India have been the subject of consumer complaints. This is why it's essential to know your legal rights and the proper channels for filing a formal complaint when redressal fails.
Legal Rights Under Consumer Protection Law
Under the Consumer Protection Act, 2019, you have the right to:
- Seek compensation for defective goods/services
- Claim refund and return for unsatisfactory purchases
- File complaints against unfair trade practices
- Hold both the seller and the platform responsible
You also have the right to approach the consumer forum directly through the E-Daakhil portal.
The Consumer Protection Act, 2019 empowers online shoppers in India with strong legal rights when they face unfair treatment by e-commerce companies or sellers. Here’s what you’re entitled to as a consumer:
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Right to seek compensation for defective goods or deficient services
If a product is defective, damaged, used, expired, or fails to perform as promised, you can demand compensation for the inconvenience, loss, or harm caused by the seller or platform.
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Right to return unsatisfactory goods and claim a full refund
You are legally entitled to return a product and get your money back if the item is faulty, counterfeit, misrepresented, or doesn't match the promised specifications. This includes delays in delivery and non-performance of after-sales services.
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Right to file complaints against unfair trade practices
You can take legal action if you're misled by fake advertisements, false discounts, manipulated reviews, fake product images, or if a seller/platform engages in deceptive pricing, terms, or tactics.
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Right to hold both the seller and the platform accountable
The law makes e-commerce platforms jointly responsible if they fail to act against errant sellers, do not provide clear return/refund policies, or misrepresent product listings. Both the marketplace (like Amazon, Flipkart, Meesho) and the individual seller can be held liable.
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Right to access grievance redressal through the E-Daakhil portal
You do not need a lawyer or visit a physical court. You can directly file a consumer complaint online via the E-Daakhil portal (edaakhil.nic.in), which allows you to submit documents, track progress, and attend hearings virtually.
These rights are designed to protect you from exploitation in the digital marketplace and ensure fair treatment even when dealing with powerful e-commerce platforms.
How to File a Complaint
- Collect all proofs: invoice, screenshots, chats, and emails.
- Try to resolve it via the e-commerce platform's grievance cell.
- If unresolved, register and file your complaint on E-Daakhil.
- Select the appropriate jurisdiction and commission level based on the compensation amount.
Filing is simple and can be done from your mobile or computer.
Tips for a Strong Case
- Always remain factual and polite in your complaint language.
- Attach clearly labeled PDFs for documents.
- Mention exact dates and transaction details.
- Highlight previous attempts made to resolve the issue.
Filing a consumer complaint — especially against an e-commerce platform or seller — is much more effective when your case is well-documented and professionally presented. Here’s how to build a solid case:
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Stick to facts, not emotions
Always use clear, calm, and professional language. Avoid angry or emotional expressions. Focus on what happened, when, and how it caused you loss or inconvenience. This builds credibility with the forum.
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Organize your evidence into clearly labeled PDF files
Convert all important documents — such as order confirmation emails, payment receipts, screenshots of chats, product photos, and cancellation/refund attempts — into PDF format with descriptive names like Order_Receipt_Amazon_12June2025.pdf. Avoid blurry images or unorganized uploads.
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Mention exact dates, times, and transaction numbers
Accuracy matters. Include order dates, delivery or return dates, payment references, complaint ticket numbers, and any correspondence timelines. This helps the court quickly understand the sequence of events.
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Show that you first tried to resolve the issue
Consumer forums appreciate when you have made reasonable efforts to contact the seller or platform first. Include screenshots or references to emails, chat support logs, or customer care requests to show you sought a fair resolution before approaching the court.
A well-prepared complaint often results in faster hearings and favorable judgments. Remember: the consumer court is there to support you, but it expects your case to be clear, respectful, and backed by proper evidence.
What If the Issue Remains Unresolved?
If the consumer forum does not deliver justice or delays the matter unreasonably, you can:
- Escalate the matter to the State or National Commission via E-Daakhil.
- Seek help from a legal professional.
- Use alternate remedies like filing a complaint with the Ministry of Consumer Affairs.
Sometimes, even after filing a complaint with the District Consumer Disputes Redressal Commission, the issue may remain pending for too long or not be resolved to your satisfaction. In such cases, the law empowers you with further remedies:
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Appeal to the State or National Consumer Commission
If you believe the District Commission's decision is unfair, or if there has been an unreasonable delay in proceedings, you can escalate your case to the State Consumer Disputes Redressal Commission (SCDRC) or even the National Consumer Disputes Redressal Commission (NCDRC).
This escalation can also be done online through the E-Daakhil portal by selecting the appropriate appellate forum and uploading your documents and earlier orders.
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Consult a legal professional for strategic guidance
While most consumer complaints can be filed without a lawyer, if your matter becomes complex — such as involving large sums, repeated negligence, or corporate misrepresentation — it’s wise to seek legal advice. A lawyer can help draft appeals, represent you in higher forums, and prevent procedural errors.
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Explore alternative remedies
In parallel, you may consider lodging a grievance with:
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The Ministry of Consumer Affairs via their National Consumer Helpline
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Social media grievance redressal portals of companies (many respond promptly to public complaints)
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The Legal Metrology Department if the issue involves deceptive packaging or MRP violations
These additional steps often prompt companies to take your case more seriously and can fast-track resolution, especially when you’ve exhausted the basic consumer forum options.
What If the Issue Remains Unresolved?
Sometimes, even after filing a complaint with the District Consumer Disputes Redressal Commission, the issue may remain pending for too long or not be resolved to your satisfaction. In such cases, the law empowers you with further remedies:
- Appeal to the State or National Consumer Commission
If you believe the District Commission's decision is unfair, or if there has been an unreasonable delay in proceedings, you can escalate your case to the State Consumer Disputes Redressal Commission (SCDRC) or even the National Consumer Disputes Redressal Commission (NCDRC).
You can also do this online through the E-Daakhil portal by selecting the appropriate appellate forum and uploading your case documents.
- Consult a Legal Professional
While most consumer complaints can be filed without a lawyer, if your matter becomes complex — such as involving large financial loss, repeated negligence, or corporate fraud — it’s best to seek advice from a qualified legal expert. A lawyer can help draft appeals, represent you before higher commissions, and avoid procedural errors.
- Explore Alternative Legal Remedies
If formal forums do not resolve your issue, you can also consider:
Disclaimer: This post is for informational purposes only and does not constitute legal advice. For serious matters, consult a qualified legal professional regarding your personal circumstances.
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