Online Order Not Delivered
An order that's significantly overdue with no meaningful tracking update, or one where the estimated delivery date has long passed, entitles you to a full refund if you no longer want to wait — you are not obligated to keep waiting indefinitely for a platform to resolve its own logistics failure.
What Is It
This differs from a 'lost package' claim by the courier — from the consumer's perspective, the platform (not the courier) is responsible for either delivering the order within a reasonable time or refunding it, regardless of internal logistics issues on their end.
When To Use It
Use this if: the estimated delivery date has passed by several days with no update; tracking hasn't moved for an extended period; or the platform keeps pushing the delivery date without explanation.
Step-by-Step Process
- 1Check the tracking page for the last update timestamp and courier partner name.
- 2Contact customer support citing the specific number of days past the promised delivery date.
- 3Request either an immediate reship with expedited delivery, or a full refund if you no longer want to wait.
- 4If support doesn't provide a clear resolution timeline, escalate to the Grievance Officer.
- 5File with the National Consumer Helpline (1915) if the platform is unresponsive or keeps delaying without resolution.
Documents Required
- Order ID and original estimated delivery date
- Tracking screenshot showing the delay/no movement
- Support chat/email correspondence
- Payment record
Fees
Free through platform escalation and the National Consumer Helpline.
Processing Time
Refund for non-delivery is typically processed faster than other disputes since there's no product to inspect — often within a week once approved.
Important Tips
- You're entitled to choose a refund over an indefinite wait — don't let the platform keep pushing the delivery date without offering this option.
- Ask specifically for the courier's last-mile tracking update, not just the platform's generic 'in transit' status, to understand exactly where the delay is.