Where to file an online shopping or product complaint against an e-commerce company?

E-commerce has transformed how we shop, but it has also introduced new threats of fraud and scams for consumers. Issues related to consumer products bought online are becoming increasingly common.

You may have encountered at least one of these types of E-commerce product disputes:

  1. Defective or Damaged Products: A frequent complaint; products arrive broken, malfunctioning, or different from their description.
  2. Incorrect Items: You may have received the wrong product entirely, often due to mix-ups in order fulfilment.
  3. Non-Delivery: Items paid for never arrive, leaving you without your purchase or a refund.
  4. Counterfeit Goods: Fake or knock-off products sold as originals are a growing problem in online marketplaces.
  5. Misleading Descriptions: Product listings with exaggerated claims, inaccurate photos, or lack of crucial specifications.

The National Consumer Helpline (NCH) reports a steady increase in e-commerce-related complaints, with consumer products representing a significant portion.

If you have a complaint against an online shopping platform and want to file a consumer complaint, you can follow these steps:

Step 1: Gather Your Purchase Information :clipboard:

  • Collect all relevant details about your purchase, including the order number, product name, and payment receipts.
  • Note down any communication you’ve had with the seller or customer support.

Step 2: Contact the E-Commerce Platform or Seller :telephone_receiver:

  • Contact the e-commerce company (Such as Amazon, Flipkart, Meesho, Ajio, BigBasket/Jiomart, or others) or seller directly through available customer support channels (email, chat, or phone such as helpline number or callback facility).
  • Explain the issue you’re facing, whether it’s a defective product, wrong item, or delivery delay.
  • Ask for a resolution, such as a refund, replacement, or repair.

Step 3: Check E-Commerce Policies :mag:

  • Review the e-commerce platform’s returns, refunds, and dispute resolution policies.
  • Understand the timelines within which you can raise a complaint.

Step 4: Approach the National Consumer Helpline (NCH) :calling:

  • Dial the Integrated Grievance Redressal Mechanism (INGRAM) at 1800114000 to register your complaint.
  • Provide all necessary details and evidence.

Step 5:Keep Records :card_index_dividers:

  • Maintain a record of all interactions, including screenshots, emails, and call logs.
  • If the issue persists, escalate it through the appropriate channels.

Step 6: File a Complaint to the National Consumer Authority :classical_building:

1. For India:

2. Other Countries:

:bell: For more help, visit this category: Consumer Affairs and read How to file a consumer complaint in the USA? - Consumer Affairs - Complainthub Citizen Community

Some reports on recent E-Commerce disputes:

  • E-commerce disputes have surged due to changing consumer behaviour during the pandemic.
  • From April 2020 to February 2021, consumers logged 188,262 disputes related to e-commerce transactions.

You should know that the Consumer Protection (E-Commerce) Rules, 2020 now mandate e-tailers to display details about returns, refunds, warranties, and delivery.

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