Online shopping complaint: defective product, wrong item or refund not received
What to do when an online order goes wrong: the platform’s grievance officer, the National Consumer Helpline, and a consumer complaint you can file from Coimbatore.
In short
Complain through the app first, then to the platform’s grievance officer, who must acknowledge within 48 hours and resolve the complaint within a month. If that fails, register with the National Consumer Helpline (1915), then send a legal notice and file a consumer complaint where you live.
Common problems
- A defective, damaged, fake or wrong product
- A refund not credited after a return or cancellation
- A return wrongly refused
- Hidden charges added at checkout
- An order cancelled by the seller after a price change
Step 1: Record everything and use the app
Take screenshots of the product listing, the order page, the invoice and every chat. Photograph or video the package as you open it. Raise a return or complaint through the app and note the reference number.
Step 2: The grievance officer
Under the Consumer Protection (E-Commerce) Rules, 2020, every e-commerce platform must name a grievance officer on its website. The officer must acknowledge your complaint within 48 hours and resolve it within one month. Marketplaces must also show each seller’s name, address and customer care number.
The rules also say a platform cannot charge you for cancelling an order unless it bears similar charges when it cancels. Under guidelines issued in 2023, tricks such as false countdown timers, items added to the cart without your consent, and charges revealed only at payment are prohibited.
Step 3: The National Consumer Helpline
- Call 1915 or 1800 11 4000, 8 am to 8 pm, except national holidays
- WhatsApp or SMS: 88000 01915
- Online: consumerhelpline.gov.in, or the NCH app
The helpline forwards your grievance to the company and follows up. It cannot pass binding orders, but many online complaints are settled at this stage.
Step 4: Legal notice and consumer complaint
If the problem is still not resolved, send a legal notice to the platform and the seller, then file a consumer complaint. You can file where you live, so a Coimbatore resident can file before the District Commission in Coimbatore against a platform or seller based anywhere in India, and file online on e-Jagriti. There is no fee where the value of the order is up to ₹5 lakh.
If you paid by card or UPI
For a card payment, you can also ask your bank to raise a chargeback dispute. For UPI, raise the complaint in your UPI app and with your bank. If the bank does not resolve it, see complaints against a bank.
Common questions
How do I complain about an online shopping company?
Raise a complaint in the app, then write to the platform’s grievance officer. If unresolved, register with the National Consumer Helpline (1915), then send a legal notice and file a consumer complaint.
How long does an e-commerce grievance officer have to respond?
Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer must acknowledge a complaint within 48 hours and resolve it within one month.
Can I file a complaint in Coimbatore against an online company based elsewhere?
Yes. Under the Consumer Protection Act, 2019, you can file where you live or personally work for gain.
What is the National Consumer Helpline number?
1915 or 1800 11 4000, from 8 am to 8 pm except national holidays. You can also use WhatsApp or SMS on 88000 01915, or consumerhelpline.gov.in.
This guide is general information on Indian law as of 10 October 2026 and is not legal advice. Rules, limits and fees change, so check the current position. For advice on your own facts, consult an advocate.