Legal information notice: this article provides general information and isn't a substitute for advice from a qualified lawyer.
You paid, the seller confirmed the order, and then… nothing. No product, no update, and support has gone quiet. This is one of the most common online shopping problems in India, and consumer law gives you a clear, enforceable right to a refund or the product — here’s exactly how to act on it.
Under the Consumer Protection Act, 2019, non-delivery of goods you’ve paid for is a “deficiency in service” — the seller took your money and failed to fulfil their end of the transaction. You’re entitled to either the product you paid for, or a full refund, and in some cases compensation for the inconvenience caused.
If you bought through an online marketplace, the Consumer Protection (E-Commerce) Rules, 2020 specifically require sellers not to refuse a refund when goods are delivered later than the promised date — and introduce something called “fall-back liability,” which can make the marketplace itself responsible if the seller fails to deliver due to their own negligence.
Check your order tracking, and confirm with the courier if a tracking ID exists — sometimes a “delivered” status is wrongly marked despite non-delivery, which needs to be flagged separately as a discrepancy.
Send a written request (email, in-app message) asking for either delivery within a specific short timeframe or a full refund. Keep this in writing — it becomes your evidence trail.
If you bought through Amazon, Flipkart, or a similar marketplace, use their dedicated customer service/grievance channel — under the E-Commerce Rules, they have specific obligations here, separate from the individual seller.
If the seller and platform don’t resolve it, file a complaint through the e-Jagriti portal with the appropriate Consumer Disputes Redressal Commission.
Follow up on your complaint reference number, and be ready to provide your evidence (order confirmation, payment proof, written communication) when requested.
Screenshots matter more than people realize in these cases — the order confirmation showing the price and expected delivery date, the payment confirmation, and any chat/email exchange with the seller together tell a complete story that’s hard to dispute. Take these as soon as an issue appears, since some platforms make older order details harder to access after a certain period.
It’s also worth checking whether the seller (not just the platform) is a registered, identifiable business — the E-Commerce Rules require marketplaces to display seller information clearly, and having this on hand strengthens both your platform escalation and any formal complaint significantly.
If escalation with the seller and platform doesn’t work, here’s how the available formal complaint routes compare:
| Route | Best For |
|---|---|
| Platform's Grievance Channel | First step — often resolves things fastest for marketplace purchases |
| Consumer Commission (e-Jagriti) | Formal, legally binding resolution when the seller/platform won't cooperate |
| Bank/Card Chargeback | If you paid by card and the platform is unresponsive — a parallel route to recover your money |
File with the Consumer Disputes Redressal Commission having jurisdiction over where you reside or where the seller/platform operates — whichever is more convenient. The e-Jagriti portal lets you file entirely online regardless of where the Commission is physically located.
Consumer complaint filing fees are nominal and scaled to your claim value, with smaller claims often exempt entirely. Contacting the seller and platform directly is free. Costs typically only arise if you choose to engage a lawyer, which isn’t required for most straightforward non-delivery cases.
Yes, in most cases — non-delivery is one of the more straightforward consumer complaints to pursue yourself, especially with clear order and payment evidence. A lawyer becomes useful if the amount involved is large, or if the seller disputes the facts and the case becomes contested.
Need professional legal help with this?
Find a Civil Lawyer on VidyodayIf your issue was specifically with an Amazon or Flipkart order and a promised refund hasn’t come through, our dedicated guide on getting your refund from Amazon or Flipkart covers that exact situation. If you received something entirely different from what you ordered, see our guide on wrong product delivered.
Check the courier’s proof of delivery (signature, photo, or OTP confirmation) — if there’s a genuine discrepancy, raise it immediately with both the seller and the platform, and keep this dispute in writing.
Give the seller a specific, reasonable deadline (in writing) — typically a few days to a couple of weeks past the promised delivery date is reasonable before escalating further.
If you never paid because the product was never delivered, there’s usually no refund owed since no payment was made — but if you were charged in advance under a COD arrangement gone wrong, you can pursue a refund the same way.
This is exactly the kind of situation the E-Commerce Rules’ fall-back liability provision addresses — escalate directly to the platform, since they may bear responsibility when the seller becomes unreachable.
Generally within 2 years from when the cause of action arose — from the promised delivery date or when you realized delivery wouldn’t happen.
Yes — you can claim compensation for the loss, inconvenience, and litigation costs, in addition to recovering the purchase amount.
The same consumer protection principles apply — you’re still entitled to a refund or delivery, though the “fall-back liability” marketplace-specific provision wouldn’t apply since there’s no intermediary platform involved.
If it looks like a deliberate scam rather than a genuine delivery failure, also consider filing on cybercrime.gov.in alongside your consumer complaint.
This article is for general information only and does not constitute legal advice. Consult a consumer rights lawyer or your nearest consumer helpline for guidance specific to your situation.
