Online shopping platforms like Amazon, Flipkart, and other e-commerce
YES, online shopping platforms like Amazon, Flipkart, and other e-commerce websites
come under the Consumer Protection Act, 2019. The Act introduced specific rules for e-
commerce platforms to protect consumer rights and ensure fair trade practices.
Who is Liable: Amazon/Flipkart or the Seller?
a. If the platform itself is selling the product – The platform is directly responsible.
b. If a third-party seller is selling the product – The seller is responsible, but the
platform must provide proper redressal mechanisms.
The Consumer Protection (E-Commerce) Rules, 2020 require platforms to act
against fraudulent sellers and ensure easy grievance redressal.
When Can You File a Complaint
1. Defective or Wrong Product Delivery
2. Delayed or non-delivery (including cancellation without reason) of
Orders
3. Misleading Advertisements & False Discounts
4. No Refund or Poor Return Policy
5. Fake or Counterfeit Products delivered.
6. Unfair Trade Practices by Sellers on the Platform
• E-commerce websites must display seller details, warranty info,
and total pricing.
• If a seller hides important information or charges hidden fees, a
complaint can be filed.
7. Service-Related Issues
If you face issues with Amazon Prime, Flipkart Plus, or other paid
services and the company fails to resolve them.
How to File a Consumer Complaint?
1. First, Contact Customer Support
• Try resolving the issue through the e-commerce platform’s help center.
• Keep screenshots of chats/emails as proof.
2. File a Grievance on the National Consumer Helpline (NCH)
• Call 1800-11-4000 or
• visit https://consumerhelpline.gov.in/
3. File a Complaint in Consumer Court (If Unresolved)
• Online: Submit your complaint via e-Daakhil Portal
• Oline: File at District/State/National Consumer Commission based on the
claim amount.
For better chances of successful claims, keep the following with you
1. Online order confirmation received (through App / Mobile / Email).
2. All SMS / WhatsApp / Email tracking details of order.
3. Online payment summary
4. Bills and invoices received.
5. Photos and videos of damaged delivery / damage in transit etc.
6. Documentary / Audio / Visual evidence (if any) without violating privacy issues.
7. Complaint number and screenshots as proof.
