Common Online Shopping Complaints
Online shopping has grown rapidly, leading to various consumer issues including fake products, delivery delays, wrong items, and refund problems.
Key Point: Under the Consumer Protection Act, 2019, e-commerce platforms are liable for products sold on their platforms.
Types of Online Shopping Fraud
Fake or counterfeit products
Wrong item delivered
Defective products
No delivery after payment
Refund not processed
Hidden charges at delivery
Phishing and fake websites
Misleading product descriptions
Steps to Take When You Receive a Fake/Wrong Product
1
Document Everything
Take photos/videos of product and packaging
2
Contact Seller
Raise complaint on e-commerce platform
3
Check Return Policy
Follow return/refund procedure
4
Escalate to Platform
Escalate to platform customer support
5
Consumer Complaint
File complaint in consumer forum
Documents Required for Online Shopping Complaint
- Order confirmation email/SMS
- Payment receipt/transaction proof
- Photographs of product and packaging
- Chat/call recordings with customer support
- Screenshots of product listing
- Return/refund rejection communication
- Bank statement showing payment
E-commerce Platform Liability
- Platforms cannot claim "marketplace only" to avoid liability
- Platforms must have grievance officer
- Platforms must ensure seller verification
- Platforms must provide easy return/refund options
- Platforms can be held liable for fake products
Remedies Available
Refund of full amount paid
Replacement of product
Compensation for mental agony
Damages for harassment
Cost of litigation
Important Note: Always use COD for high-value purchases from unknown sellers. Timeframes vary depending on court workload. Consult a qualified legal professional for specific advice.