Online shopping fraud is common enough that Indian consumer law has built a fairly fast, structured process to deal with it — you don't need to just accept the loss or argue endlessly with a chatbot. Here's exactly what to do, in order.
What Counts as Online Shopping Fraud?
This covers a range of situations, and it's worth knowing all of them qualify for a complaint:
Non-delivery — you paid, but the item never arrived.
Counterfeit or substituted products — you received something fake or entirely different from what was ordered.
Payment fraud — you were charged more than once, or charged without the order going through.
Misleading listings — the product's description, images, or claims were materially false.
What Should You Do Immediately After Being Scammed?
Before filing anything, lock down your evidence — complaints move faster and succeed more often when backed by clear proof:
Screenshot the product listing, order confirmation, and any chat/email correspondence with the seller or platform.
Save payment records — transaction ID, bank statement entry, or payment app confirmation.
Note the order ID and date — you'll need this for every subsequent step.
Don't delete the app conversation or emails, even if the platform's chatbot closes the ticket.
Have You Tried the Platform's Own Grievance Redressal First?
Under the Consumer Protection (E-Commerce) Rules, 2020, every e-commerce platform operating in India is legally required to appoint a Grievance Officer and acknowledge your complaint within 48 hours, resolving it within one month. This is worth doing first, since it's the fastest route and often gets refunds processed without any formal filing. If the standard customer support loop isn't working, look specifically for the platform's "Grievance Officer" contact — most large platforms are required to publish this on their website, and it tends to get a more serious response than a regular support ticket.
How Do You File a Formal Consumer Complaint?
If the platform doesn't resolve it, you have two practical routes:
National Consumer Helpline — call 1915 or use the UMANG/NCH app, which mediates directly with the company on your behalf. This resolves a large share of e-commerce disputes without needing to go further.
File before the Consumer Commission using the e-Daakhil portal (edaakhil.nic.in), which lets you file a formal complaint online without visiting a physical forum. Jurisdiction depends on the value of the goods/services and compensation claimed — District Commission for smaller claims, State Commission for mid-range claims, and the National Commission for the largest ones.
What Should You Actually File?
Your complaint should include your order details, the evidence you collected, a clear statement of what went wrong, and what relief you're seeking — a refund, replacement, or compensation for the loss and any additional harassment or inconvenience caused. There's no need for a lawyer at the consumer forum stage; the process is designed to be accessible without one, though you're welcome to consult one for larger claims.
What If Money Was Fraudulently Taken From Your Account?
If this crosses from a bad shopping experience into actual financial fraud — money debited without authorization, a fake payment link, or a cloned checkout page — report it separately and immediately at cybercrime.gov.in or by calling the 1930 helpline. Acting within the first few hours significantly improves the chance of the transaction being reversed or the funds being frozen before they're moved further.
What to Do Next
Gather your evidence — screenshots, order ID, payment proof — before contacting anyone.
Raise it with the platform's Grievance Officer, not just general customer support.
Call the National Consumer Helpline (1915) if the platform doesn't resolve it within a reasonable time.
File on the e-Daakhil portal if you need a formal, binding resolution.
Report separately to cybercrime.gov.in or 1930 if actual unauthorized payment fraud occurred, and do this as early as possible.
Disclaimer
This article is general legal information for educational purposes and does not constitute legal advice. Outcomes depend on the specific facts and evidence in each case. Please consult a qualified lawyer or the National Consumer Helpline for guidance on your specific situation.