Legal information notice: this article provides general information and isn't a substitute for advice from a qualified lawyer.
You returned the item, or your order was cancelled, and the refund still hasn’t reached you. This is different from receiving a fake product or never receiving the order: here, the transaction was legitimate and the money you’re entitled to is simply missing. That makes the route mostly procedural, and knowing the timeline and the escalation ladder gets results.
Look at the order page for the refund status, the refund reference number, and the destination. Then check with your bank for a pending credit. Many “missing” refunds are simply in transit; a reference number lets your bank trace them.
Note the promised refund date, amount, destination, and reference number. Ask your bank whether a credit is pending under that reference.
Use the app’s help section so there’s a written record. Quote the order ID, return date, and promised timeline.
Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer must acknowledge within 48 hours and resolve within one month. Email them with your order details and a clear demand.
Call 1915 or register at consumerhelpline.gov.in. It forwards complaints to the company and often resolves refund disputes without a formal case.
File within two years at e-Jagriti, choosing e-commerce as the sector. You can file yourself, without a lawyer.
Keep screenshots of the return confirmation, the pickup or drop-off proof, the refund promise, and your support chats. In a dispute over whether the item was returned, that proof decides the outcome.
| Situation | What to Do |
|---|---|
| Genuine order, return done, refund missing | This guide: support, grievance officer, NCH, e-Jagriti |
| Someone called offering a 'refund' and asked for OTP or PIN | That's fraud — see our fake customer care guides |
| Item was fake or wrong | See our guides on counterfeit and wrong products |
Support, the grievance officer, and the National Consumer Helpline are free. A consumer commission filing carries a modest fee based on the claim value.
Yes. Consumers routinely file on e-Jagriti themselves.
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Find a Civil Lawyer on VidyodaySee also Amazon or Flipkart refund not received, how to file a consumer complaint online, and our complete online shopping fraud guide.
It varies by payment method and platform; check the promised timeline and refund reference on the order page, then follow up with your bank.
Check the platform’s terms and the order page; if you didn’t agree to credit instead of the original method, raise it with the grievance officer.
A government mediation service at 1915 (also consumerhelpline.gov.in) that forwards complaints to companies and seeks a resolution.
Generally two years from the cause of action for a consumer commission complaint.
No, you can file and represent yourself.
No. Genuine refunds never need your OTP, PIN, or remote access; only use the official app.
Ask for the reason in writing and challenge it with your return proof through the grievance officer and NCH.
This article is for general information only and does not constitute legal advice. Platform policies and fees change — check the platform’s terms and the e-Jagriti portal.
