If an e-commerce company has cheated you, delivered a defective product, refused a refund, or engaged in unfair trade practices, you can file a consumer complaint under the Consumer Protection Act, 2019. You must file within two years of the cause of action at the District Consumer Disputes Redressal Commission (for claims up to ₹50 lakh), the State Commission (₹50 lakh to ₹2 crore), or the National Commission (above ₹2 crore). You can file online at the e-Daakhil portal (edaakhil.nic.in) or visit the relevant commission in person.
Under Section 2(7) of the Consumer Protection Act, 2019, anyone who buys goods or hires services for personal use — including purchases made on platforms such as Amazon, Flipkart, Meesho, Myntra, or any other online marketplace — qualifies as a 'consumer' and is entitled to seek redressal. E-commerce entities are explicitly covered under the Consumer Protection (E-Commerce) Rules, 2020, which impose duties of grievance redressal, transparency, and fair dealing on these platforms.
What Laws Govern Your Consumer Complaint Against an E-Commerce Company?
The primary legislation is the Consumer Protection Act, 2019 (CPA 2019), which replaced the older 1986 Act and introduced dedicated provisions for e-commerce. Key provisions include:
- Section 2(7) — defines 'consumer', including online buyers.
- Section 2(16) — defines 'e-commerce' and electronic service providers.
- Section 47 and Section 58 — fix pecuniary jurisdiction of District and State Commissions respectively.
- Section 94 — empowers the Central Government to make rules for e-commerce, under which the Consumer Protection (E-Commerce) Rules, 2020 were notified.
- Section 69 — sets the two-year limitation period for filing a complaint.
The E-Commerce Rules, 2020 require every e-commerce entity to appoint a Grievance Officer, display their contact details prominently, and resolve complaints within 48 hours of acknowledgement and conclude them within one month. Failure to do so strengthens your formal complaint. You can read the full text of the Act on the Consumer Protection Act, 2019 bare act page for reference.
What Complaints Can You File Against an E-Commerce Company?
- Non-delivery or delayed delivery of ordered goods.
- Delivery of defective, damaged, counterfeit, or spurious products.
- Refusal or unreasonable delay in processing refunds or returns.
- Misleading product descriptions, fake reviews, or deceptive discounts.
- Unauthorised charges, double billing, or fraudulent transactions.
- Denial of warranty or after-sales service.
- Data misuse or privacy violations (may also attract IT Act provisions).
- Unfair or restrictive trade practices as defined under Section 2(47) of the CPA 2019.
What Should You Do Before Filing a Formal Complaint?
Exhausting internal remedies first strengthens your case and is often a prerequisite courts look for when assessing reasonableness.
- Step 1 — Contact the Grievance Officer: Every e-commerce platform is legally required to publish a Grievance Officer's name, email, and phone number. Write a formal complaint and keep a copy of the acknowledgement.
- Step 2 — Use the National Consumer Helpline: Call 1800-11-4000 (toll-free) or visit the National Consumer Helpline to register a pre-litigation complaint. Many disputes are resolved at this stage without going to a commission.
- Step 3 — Send a Legal Notice: A written legal notice served to the e-commerce company's registered office (via registered post with acknowledgement due) formally records your grievance and gives the company a final opportunity to settle. Retain the postal receipt and the notice copy.
- Step 4 — Lodge a Central Government Grievance: You may also raise a grievance through the Centralised Public Grievance Redress portal if the matter involves a government-regulated service or licensed entity.
Tip: Preserve all evidence before filing — screenshots of the product listing, order confirmation emails, delivery receipts, chat transcripts, payment proofs, and photographs of defective goods. Consumer commissions rely heavily on documentary evidence.
Which Consumer Forum Should You Approach?
Jurisdiction under the CPA 2019 is determined by the value of goods or services plus the compensation claimed:
- District Consumer Disputes Redressal Commission (DCDRC) — claims up to ₹50 lakh. File here for most routine e-commerce disputes.
- State Consumer Disputes Redressal Commission (SCDRC) — claims between ₹50 lakh and ₹2 crore.
- National Consumer Disputes Redressal Commission (NCDRC) — claims above ₹2 crore. Visit ncdrc.nic.in for its cause list and contact details.
Under Section 34(2)(d) of the CPA 2019, you may file in the commission of the district where you reside or personally work for gain — a significant advantage that removes the need to travel to the company's home state.
How to File a Consumer Complaint Online via e-Daakhil
The e-Daakhil portal (edaakhil.nic.in) allows consumers to file complaints, pay fees, and track cases entirely online. Here is the process:
- Register: Create an account on e-Daakhil using your mobile number and email ID.
- Select the correct commission: Choose the District, State, or National Commission based on your claim value.
- Fill the complaint form: Enter party details (your name and the e-commerce company's registered name and address), facts of the case in chronological order, and the relief sought (refund, replacement, compensation, or all three).
- Upload documents: Attach all evidence — order invoices, screenshots, correspondence, legal notice copy, and postal receipt.
- Pay the filing fee: Fees are prescribed under the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020. For claims up to ₹5 lakh the fee is ₹200; up to ₹10 lakh it is ₹400; up to ₹20 lakh it is ₹500; up to ₹50 lakh it is ₹2,000. Fees for higher-value claims vary — confirm current rates on the portal as they are subject to revision.
- Submit and note the case number: After submission you will receive an acknowledgement and a case number to track progress.
Tip: Name the correct opposite party. If you bought from a third-party seller on a marketplace, consider naming both the seller and the platform as opposite parties, since the E-Commerce Rules, 2020 impose liability on the platform for seller conduct in certain circumstances.
What Relief Can You Claim?
Under Section 39 of the CPA 2019, a consumer commission may order:
- Refund of the price paid with interest.
- Replacement of defective goods.
- Removal of the deficiency in service.
- Compensation for mental agony, harassment, and loss suffered.
- Punitive damages in cases of gross negligence or wilful misconduct.
- Discontinuation of the unfair or restrictive trade practice.
- Reimbursement of litigation costs.
What If Fraud or Cybercrime Is Involved?
If the e-commerce transaction involved financial fraud — such as a phishing link, payment to a fake website, or impersonation — you should simultaneously report it to the National Cyber Crime Reporting Portal and call the National Cyber Crime Helpline at 1930. Cyber fraud complaints can run parallel to consumer forum proceedings; they are not mutually exclusive.
Realistic Timelines and What to Expect
The CPA 2019 aims for disposal within three to five months where no laboratory testing is required (Section 38). In practice, timelines at District Commissions vary by state and case load. You can monitor pendency data for your jurisdiction through the National Judicial Data Grid. If dissatisfied with the District Commission's order, you may appeal to the State Commission within 45 days, and further to the NCDRC within 30 days of the State Commission's order.
Common Mistakes to Avoid
- Filing after the two-year limitation period without a valid reason for condonation of delay.
- Naming only the marketplace and not the actual seller, or vice versa — name both to avoid dismissal on technical grounds.
- Claiming an inflated compensation figure without evidence to support it.
- Failing to attach the legal notice and proof of service.
- Submitting blurry or incomplete document scans on e-Daakhil.
- Not following up on hearing dates — ex-parte orders can be passed against complainants who do not appear.
When Should You Consult an Advocate?
Consumer commission proceedings are designed to be accessible without a lawyer, especially for straightforward refund or defective-product cases. However, you should consider consulting a qualified consumer law advocate when: the claim value is substantial; the company contests the complaint aggressively; complex issues of evidence or jurisdiction arise; or you need to draft an effective legal notice. You can browse advocates by city and practice area on LegalFirms.in to find consumer law practitioners near you. You may also browse answered consumer rights questions for guidance, or ask a legal question to the community. For related reading, see our guide on online shopping fraud complaints and our overview of the six consumer rights in India.
This guide is general legal information, not legal advice. Laws and procedures may vary by state and change over time. Consult a qualified advocate for advice specific to your situation.
Step-by-Step Process
Gather and preserve evidence
Collect all documentary proof: order confirmation, invoice, screenshots of the product listing, delivery or non-delivery records, payment receipts, photographs of defective goods, and all correspondence with the seller and the platform's customer care.
Contact the platform's Grievance Officer
Every e-commerce entity must publish a Grievance Officer's details under the E-Commerce Rules, 2020. Send a written complaint to that officer and keep the acknowledgement. Allow up to one month for resolution as mandated by law.
Register on the National Consumer Helpline
Visit consumerhelpline.gov.in or call 1800-11-4000 to register a pre-litigation grievance. Many companies resolve disputes at this stage to avoid formal proceedings.
Send a formal legal notice
Draft and send a legal notice to the e-commerce company's registered office by registered post with acknowledgement due. State the facts, the relief demanded, and a reasonable deadline (typically 15 days). Keep the postal receipt and a signed copy of the notice.
Determine the correct forum
Calculate the total claim value (price plus compensation sought). File at the District Commission for up to ₹50 lakh, the State Commission for ₹50 lakh to ₹2 crore, and the NCDRC for above ₹2 crore.
Register on e-Daakhil and draft the complaint
Create an account at the e-Daakhil portal (edaakhil.nic.in). Fill in your details, the opposite party's registered name and address, a chronological statement of facts, and the specific relief sought. Attach all evidence as scanned documents.
Pay the prescribed filing fee
Pay the applicable fee online through the e-Daakhil portal. Fees start at ₹200 for claims up to ₹5 lakh and increase with the claim value as per the 2020 Rules. Save the payment receipt.
Submit and track your complaint
Submit the complaint and note your case number. The commission will issue notice to the opposite party. Track hearing dates through the e-Daakhil portal or at the commission's office, and attend all scheduled hearings.
Appear at hearings and present evidence
On the scheduled hearing dates, present your evidence and arguments. If you have engaged an advocate, they will appear on your behalf. Ensure you respond promptly to any counter-arguments or evidence filed by the opposite party.
Enforce the order if the company does not comply
If the commission passes an order in your favour and the company ignores it, file an execution petition before the same commission. Under Section 72 of the CPA 2019, non-compliance is a criminal offence punishable with imprisonment or fine.