Online Shopping Complaints in India: What Consumers Can Do When Things Go Wrong

Introduction

Online shopping has become part of everyday life. From groceries to electronics, consumers now rely heavily on e-commerce platforms. While online shopping offers convenience, it has also led to a rise in consumer complaints such as delayed delivery, defective products, fake sellers, and refund issues. Indian consumer law protects online buyers just as strongly as offline consumers.

Are Online Buyers Considered Consumers?

Yes. Under Section 2(7) of the Consumer Protection Act, 2019, a person who buys goods or avails services online for personal use is a consumer. This means online shoppers are legally entitled to protection against unfair practices and poor services.

Common Online Shopping Problems

Consumers frequently face:

• Delivery of wrong, damaged, or defective products

• Non-delivery despite payment

• Delay or denial of refunds

• Misleading discounts and advertisements

• Fake or unverified sellers

Such actions may amount to deficiency in service or unfair trade practices under the law.

Responsibility of E-Commerce Platforms

E-commerce platforms are required to:

• Provide accurate product information

• Maintain a grievance redressal mechanism

• Address consumer complaints within a reasonable time

Failure to do so can attract legal liability under the Consumer Protection Act.

What Should a Consumer Do First?

Before approaching a Consumer Commission, a consumer should:

1. Raise a complaint with the seller or platform

2. Preserve invoices, order details, payment proofs, and emails

3. Follow the platform’s return and refund procedure

If the issue remains unresolved, the consumer has the right to seek legal redressal.

Where Can a Consumer File a Complaint?

Under Section 34 of the Consumer Protection Act, 2019, a complaint can be filed before the District Consumer Disputes Redressal Commission where:

• The consumer resides, or

• The cause of action arose

This provision makes access to justice easier for consumers.

Illustrative Case Law

In Amazon Seller Services Pvt. Ltd. v. Amritsar Consumer Commission (NCDRC), it was observed that e-commerce platforms cannot escape responsibility when consumer grievances are not addressed effectively. The decision reinforced the accountability of online marketplaces.

Why Awareness Is Important

Many consumers hesitate to take action against large online platforms. Awareness of legal rights ensures that consumers are not unfairly denied refunds, replacements, or compensation.

Conclusion

Online shopping convenience should not come at the cost of consumer rights. The law provides clear remedies against unfair practices, defective goods, and deficient services. Knowing these rights helps consumers shop safely and confidently.

Statutory Reference Box

• Section 2(7) – Consumer

• Section 2(11) – Deficiency in Service

• Section 2(47) – Unfair Trade Practice

• Section 34 – Jurisdiction of District Consumer Commission

• Consumer Protection Act, 2019

Disclaimer: This article is published for general legal awareness and educational purposes only.