Online Shopping Fraud India: Return, Refund and E-Commerce Consumer Rules

1. Mandatory E-Commerce Rules, 2020

E-commerce players must comply with the following regulations:

• No Cancellation Fees: A platform cannot impose cancellation charges on consumers unless similar charges are borne by the platform for unilateral cancellation.
• Grievance Officer: Every platform must appoint a Grievance Officer and publish their name, contact, and designation on the website.
• Acknowledge and Resolve: The Grievance Officer must acknowledge any consumer complaint within 48 hours and resolve it within 1 month.
• Country of Origin: Platforms must clearly display the country of origin of products to help consumers make informed choices.

2. Common Online Shopping Disputes

• Non-Delivery / Delayed Delivery: Goods paid for but not delivered, or delivered past the promised date without notification.
• Wrong / Defective / Fake Products: Receiving a dummy phone, damaged goods, or counterfeit apparel.
• Refusal of Return / Refund: Platforms refusing returns despite the product falling under the eligible return window.
• Hidden Charges: Adding unlisted delivery or convenience fees at the final payment page.

3. Step 1: Raising a Dispute on the E-Commerce Platform

• Go to the 'Orders' section of the app/website.
• Click on 'Contact Support' or 'Return/Replace'.
• Upload clear photos of the packaging box, invoice, and the defective item.
• If support chat/calls fail, send an email to the Nodal Grievance Officer of the platform (contacts can be found under the 'Terms of Use' or 'Contact Us' page).

4. Step 2: Filing a Grievance with National Consumer Helpline (NCH)

If the brand ignores your email or refuses to refund:

• Dial 1915: Report the dispute on the National Consumer Helpline.
• Online Portal: Register on consumerhelpline.gov.in.
• NCH has integrated direct redressal partnerships with major e-commerce platforms, allowing them to resolve complaints within 15 to 30 days.

5. Step 3: Escalation to Consumer Court (e-Daakhil)

If the value is significant and NCH fails to yield a resolution:

• Prepare a legal notice and email it to the company’s registered corporate office address.
• If unresolved after 15 days, file a case on e-Daakhil. Select 'E-Commerce' as the industry category.
• Request compensation for product cost, harassment, and postage expenses.