How to File Complaint Against Online Shopping Fraud – Flipkart, Amazon, Meesho 2025

Ordered iPhone, received soap bar? Paid for shoes, got stones? Refund not processed? You're not alone!

Online shopping frauds are rising dramatically in India. Lakhs of consumers face issues daily with e-commerce platforms. Let's learn how to protect yourself and get justice.

Common Online Shopping Frauds:

1. Wrong Product Delivered:

• Ordered electronics, received cheap item

• Branded product ordered, duplicate received

• New product ordered, used/damaged delivered

2. Empty/Wrong Weight Parcel:

• Box empty or filled with bricks/stones

• Weight manipulation scams

3. Refund Issues:

• Return approved but money not refunded

• Partial refund given

• Refund refused without valid reason

4. Quality Issues:

• Defective products

• Expired items (food, cosmetics)

• Fake/counterferfeit goods

5. Non-Delivery:

• Paid but product never delivered

• Shows "delivered" but not received

• Courier fraud

6. Overcharging:

• Extra charges not mentioned

• Hidden costs

• Wrong price charged

7. Account Hacking:

• Unauthorized orders from your account

• Payment details stolen

• Account access lost

8. Fake Sellers:

• Seller doesn't exist

• Takes money and disappears

• Unregistered businesses

9. COD Frauds:

• Delivery person demands extra money

• Wrong product in sealed package

• Pressure to accept without checking

10. Cancellation Issues:

• Order can't be cancelled

• Cancellation fee charged wrongly

• Money deducted despite cancellation

Your Consumer Rights:

Under Consumer Protection Act, 2019 and E-Commerce Rules, 2020:

✓ Right to genuine product as shown/described✓ Right to full refund if product defective/wrong✓ Right to return/replacement (as per policy)✓ Right to complete information before purchase✓ Right to fair pricing (no hidden charges)✓ Right to safe products✓ Right to compensation for deficiency in service✓ Right to file complaint✓ Right to grievance redressal

Platform Obligations:

E-commerce platforms MUST:

• Display country of origin

• Provide complete product info

• Have customer care contacts

• Process refunds within 14 days (RBI mandate)

• Maintain grievance officer details

• Respond to complaints within 48 hours

• Resolve within 1 month

Step-by-Step: How to Complain and Get Refund

Stage 1: Platform's Customer Care (First Try)

Step 1: Check Order Status

• Login to your account

• Check order details

• Screenshot everything (product page, order confirmation, invoice)

Step 2: Contact Customer Support

Through App/Website:

• Go to Order History

• Click on problem order

• Select issue type

• "Need help" or "Report issue"

• Provide details and photos

Through Chat:

• Most platforms have chat support

• Explain issue clearly

• Keep chat transcript/screenshots

Through Phone:

• Amazon: 1800-3000-9009

• Flipkart: 1800-208-9898

• Meesho: 1800-3010-800

• Myntra: 1800-419-5656

• Snapdeal: 1800-3000-0000

Important tips:

• Keep calm and polite

• Note down complaint number

• Note agent's name/ID

• Ask for timeline to resolve

• Get email confirmation

Step 3: Document Everything

Take photos/videos: ✓ Product packaging (sealed condition)✓ Opening the package (video proof)✓ Wrong/defective item received✓ Weight discrepancy✓ All angles of product✓ Invoice/bill✓ Delivery receipt

Step 4: Request Refund/Replacement

Clearly state what you want:

• Full refund, OR

• Replacement with correct item, OR

• Partial refund (if acceptable)

Step 5: Follow Up

If not resolved in 24-48 hours:

• Follow up daily

• Escalate to senior support

• Demand to speak with supervisor

Wait 7-10 days for resolution.

Stage 2: Platform Grievance Officer (If Not Resolved)

Every platform must have Grievance Officer as per IT Rules, 2021.

Step 1: Find Grievance Officer Details

Usually at bottom of website/app:

• "Grievance Officer"

• "Legal" or "Compliance"

• Contact details and email provided

Examples:

• Amazon: Grievance officer email on amazon.in/gp/help/customer/display.html

• Flipkart: Check "Grievance Redressal" in Terms

• Meesho: grievance-officer@meesho.com

Step 2: Send Formal Email Complaint

Email format:

To: [Grievance Officer Email]
Subject: Formal Complaint - Order No. [XXX] - [Your Issue]

Dear Sir/Madam,

I am writing to file a formal complaint regarding Order No. [XXX] placed on [Date].

Issue:
[Describe problem clearly - wrong product/no refund/fraud]

Timeline:
- [Date]: Order placed
- [Date]: Product delivered
- [Date]: Complaint raised (Complaint No: XXX)
- [Date]: No resolution despite promises

Amount Involved: Rs. [XXX]

Previous Communication:
I have contacted customer care multiple times (details attached). Despite assurances, issue remains unresolved.

Demand:
I request immediate [refund/replacement] within 7 days.

Evidence Attached:
1. Order invoice
2. Product photos/videos
3. Chat/email transcripts
4. Payment proof

Failing resolution, I shall be constrained to file complaint with Consumer Forum and report to authorities.

Your urgent action is requested.

Yours faithfully,
[Your Name]
[Order Number]
[Contact Details]
[Date]

Send via:

• Email (keep in Sent folder)

• Also send physical copy via registered post (for serious cases)

Step 3: Wait 7-15 Days

Grievance Officer must respond within 48 hours (IT Rules) and resolve within reasonable time.

Most cases get resolved at this stage!

Stage 3: National Consumer Helpline (NCH)

If still not resolved, escalate to government.

Call: 1915 (National Consumer Helpline - Toll Free)

Or register online: www.consumerhelpline.gov.in

How it works:

• You register complaint

• NCH forwards to company

• Company must respond within 7 days

• NCH follows up

• If resolved, case closed

• If not, you can file in Consumer Court

Advantages:

• Free service

• Government backing

• Companies respond faster

• Good success rate

Stage 4: Consumer Court Complaint

If no resolution after all above steps:

File in Consumer Forum

Which forum:

• Up to ₹50 lakh: District Consumer Forum

• ₹50 lakh to ₹2 crore: State Consumer Commission

• Above ₹2 crore: National Consumer Commission

Documents needed: ✓ Consumer complaint form✓ Copy of invoice/bill✓ Product photos✓ Platform communication records✓ Proof of payment✓ Evidence of fraud/deficiency✓ Complaint to company (email to grievance officer)✓ Company's response (or no-response proof)

How to file:

• Visit Consumer Forum office

• Or file online at edaakhil.nic.in

• Pay nominal court fee (₹100-₹500)

What you can claim:

• Refund of money paid

• Compensation for mental harassment (₹10,000-₹50,000)

• Cost of complaint filing

• Interest on delayed refund

Timeline: 3-6 months typically

Success rate: High for genuine cases with evidence

Stage 5: Police Complaint / Cyber Crime

For serious frauds:

File FIR if:

• Deliberately sent wrong item (cheating)

• Fake/duplicate product (criminal breach of trust)

• Seller disappeared after payment

• Large amount involved (₹50,000+)

• Clear criminal intent

Sections applicable:

• Section 318 BNS (Cheating)

• Section 316 BNS (Criminal breach of trust)

• IT Act sections for online fraud

How to file:

• Visit local police station, OR

• File online complaint at cybercrime.gov.in

• Provide all evidence

• Get FIR copy

Parallel track: Can file police complaint + consumer case simultaneously

Platform-Specific Tips:

Amazon:

• Usually good customer service

• A-to-Z Guarantee for protection

• Escalate to jeff@amazon.com for serious issues (gets attention!)

• Amazon Pay refund issues: Contact Amazon Pay support separately

Flipkart:

• Customer care sometimes unresponsive

• Escalate to grievance officer faster

• For Flipkart Assured, better protection

• Twitter complaint (@Flipkart) often gets quick response

Meesho:

• Small sellers, quality issues common

• Refund process slower

• Document everything from start

• NCH complaint works better

Snapdeal:

• Many seller issues

• Refunds can be delayed

• Escalate quickly to grievance officer

• Consider Consumer Forum if refund stuck

Myntra:

• Fashion returns usually smooth

• Quality issues in some products

• Good return policy if within window

• Customer service generally responsive

Special Case: COD (Cash on Delivery) Fraud

Problem: Delivery agent demands you pay and accept sealed package. Later found wrong item inside.

Solution:

Prevention (MUST DO):

1. Open and check BEFORE paying – It's your right!

2. Record video while opening

3. Check product matches order

4. If wrong, REFUSE to accept and pay

5. Make delivery agent note the issue

Already paid and found fraud?

• File complaint immediately

• Mention you were forced to accept without checking

• Delivery agent may be involved in fraud

• File police complaint also

How to Prevent Online Shopping Fraud:

Before Ordering:

✓ Check seller rating and reviews✓ Read product reviews carefully (watch for fake reviews)✓ Buy from "Assured" or "Fulfilled by" platform for better protection✓ Check return/refund policy✓ Screenshot product page and price✓ Verify product specifications✓ Compare prices (too cheap = suspicious)✓ Check country of origin✓ Read terms and conditions

While Ordering:

✓ Use secure payment methods (credit card/UPI, avoid debit card)✓ Check final price before payment✓ Save order confirmation✓ Note expected delivery date✓ Track order regularly

During Delivery:

✓ VIDEO RECORD opening the package (VERY IMPORTANT!)✓ Check product in front of delivery person✓ For COD, check first, pay later✓ Match product with invoice✓ Check for damages/defects✓ If wrong/defective, refuse immediately✓ Get delivery receipt/POD

After Delivery:

✓ Test product immediately✓ Keep packaging for return window✓ Keep invoice safe✓ If issue, complain within 24 hours✓ Don't delay - return window closes fast

Red Flags - Suspicious Listings:

🚩 Price too good to be true (iPhone at ₹5,000)🚩 New seller with no reviews🚩 Generic product photos (not actual)🚩 Vague product description🚩 No brand authorization🚩 Seller from unknown location🚩 Only 1-2 items in stock (urgency tactic)🚩 No contact details🚩 Fake "sale" discounts🚩 Poor English in description

Bank Chargeback - Another Option:

If paid by credit/debit card:

File chargeback with your bank within 60-120 days

Grounds:

• Product not received

• Product not as described

• Quality issues

• Services not rendered

How:

• Call bank customer care

• File written complaint

• Provide evidence

• Bank investigates

• If valid, money reversed

Success rate: Moderate (50-60%)

Social Media Complaint - Quick Results:

Public complaint on Twitter/Facebook often works faster!

Why? Companies fear public reputation damage.

How to do:

Twitter: Tweet to official handle:

@Flipkart @Amazon_IN
Order #XXX - Wrong product delivered
Complaint #YYY - No response for 10 days
Paid ₹10,000, received stones!
Need immediate refund
#CustomerService #Fraud
[Attach photos]

Tag: CEO handles sometimes (₹Binny Bansal, etc.)

Facebook: Post on company's official page with details and photos

Instagram: Story/post tagging company

Response: Usually within 24 hours!

Real Success Stories:

Case 1: Mumbai customer ordered laptop worth ₹60,000 from Amazon. Received empty box. Complained, Amazon initially refused claiming "delivered properly." Customer filed NCH complaint + tweeted publicly with video proof. Within 3 days, full refund processed.

Case 2: Bangalore woman ordered gold jewelry from Meesho. Received fake gold. Seller refused refund. Filed Consumer Court complaint. Court ordered full refund + ₹15,000 compensation in 4 months.

Case 3: Delhi man ordered phone on Flipkart COD. Delivery agent forced him to pay without checking. Found stones inside. Filed police complaint + Consumer case. Flipkart refunded + compensated. Delivery agent arrested.

Common Company Excuses (Don't Accept!):

❌ "Product was fine when dispatched" → Your proof matters❌ "You damaged it" → Video evidence protects you❌ "Return window closed" → Defect was hidden, consumer law protects❌ "Seller responsible, not us" → Platform is intermediary but liable under Consumer Act❌ "Partial refund only" → Full refund is your right for wrong/defective product❌ "Account credit only" → Money refund is your right

Legal Provisions Protecting You:

Consumer Protection Act, 2019:

• E-commerce platforms liable for deficiency

• Product liability for defects

• Unfair trade practices prohibited

E-Commerce Rules, 2020:

• Mandatory grievance officer

• 48-hour complaint response

• No mis-selling allowed

Information Technology Act:

• Due diligence by platforms

• Liability for fraudulent sellers

RBI Guidelines:

• Refund within 14 days

• Failed transactions reversed immediately

Do's and Don'ts:

Do: ✅ Document everything always✅ Video record package opening✅ Act immediately✅ Be persistent in follow-ups✅ Escalate systematically✅ Use multiple channels (email, call, social media)✅ Know your rights✅ Keep calm but firm

Don't: ❌ Accept wrong product hoping for later adjustment❌ Delay complaint❌ Lose temper with customer care❌ Accept partial solution if not satisfactory❌ Forget to screenshot/document❌ Give up easily❌ Pay extra to delivery agent❌ Share OTP/passwords (company never asks)

Conclusion:

Online shopping fraud is rampant, but you have strong legal protections. Key is documentation and persistence.

Remember the escalation ladder:

1. Platform customer care (24-48 hours)

2. Grievance Officer (7 days)

3. National Consumer Helpline (15 days)

4. Consumer Court (if needed)

5. Police (for serious fraud)

Don't suffer silently. Every complaint matters. Your fight makes e-commerce safer for everyone!

Been cheated online? Follow these steps and get your money back!