How to File a Consumer Complaint Against an Online Shopping Company (2026)
How to complain against an online shopping company in India: the platform grievance officer, the National Consumer Helpline, and filing on the e-Jagriti portal at the right consumer commission, with the pecuniary limits, the time limit, and the appeal. Last verified October 2026.
How-to · Consumer Law · E-commerce
When an online order goes wrong and the app’s chat leads nowhere, you have a clear ladder to climb, from the platform’s grievance officer to a consumer commission. The Consumer Protection Act, 2019 and the E-Commerce Rules, 2020 give online shoppers specific rights and timelines. This page is a practical guide: who to complain to first, the helpline, how to file on the e-Jagriti portal at the right commission, the value limits, the time limit, and the appeal. Last verified October 2026.
- Step 1: complain to the platform’s grievance officer, who must acknowledge within 48 hours and resolve within one month.
- Step 2: if unresolved, use the National Consumer Helpline (call 1915) as a pre-litigation stage.
- Step 3: file a formal complaint on the e-Jagriti portal before the right consumer commission.
- Forum: District up to Rs 50 lakh, State Rs 50 lakh to Rs 2 crore, National above Rs 2 crore, based on value paid; file where you live or work.
- Time limit: within two years of the cause of action. Appeal from District to State is generally within 45 days.
01Your rights as an online shopper
Buying online gives you the same consumer rights as buying in a shop, plus some extra ones built for e-commerce. The Consumer Protection Act, 2019 covers goods and services bought through any mode, including online, and the Consumer Protection (E-Commerce) Rules, 2020 place specific duties on online platforms.
Under the E-Commerce Rules, a platform must display seller details, clear return, refund, and exchange terms, and the total price. It must not post fake reviews or manipulate prices unfairly. If it falls short, you have a right to complain and to seek a refund or compensation.
02Step 1: the platform grievance officer
Start with the company itself. The E-Commerce Rules require every e-commerce entity to appoint a grievance officer and to display the officer’s name and contact details on the platform. The timelines are fixed:
- the grievance officer must acknowledge your complaint within 48 hours; and
- the complaint must be redressed within one month from the date it is received.
Keep the paper trail
Save the order number, invoice, screenshots, chat records, and the complaint ticket. This record is what you will rely on at every later step, so collect it before you escalate.
03Step 2: the National Consumer Helpline
If the platform does not resolve the issue, use the National Consumer Helpline (NCH). You can call 1915 or register your complaint on the NCH portal or app. The NCH takes up the matter with the company and works as a pre-litigation stage, often getting refunds without going to court.
The NCH is free and is a good filter: many disputes are closed here. But if it does not work, you move to the consumer commission. Last verified October 2026.
04Step 3: file on e-Jagriti
A formal consumer complaint is now filed online on the e-Jagriti portal, which is the unified e-filing system for the consumer commissions. The older e-Daakhil portal has been merged into e-Jagriti. The steps are:
- register on the portal and create your complaint, attaching the invoice, proof of payment, and your correspondence;
- pay the fee online; and
- file before the commission that has jurisdiction, based on the value and the place.
You do not need a lawyer to file a consumer complaint, though legal help is useful for larger claims.
05Which commission, and the fee
The commission you file in depends on the value of the goods or services paid for as consideration (not the compensation you claim). Under the current rules:
| Commission | Value of consideration paid | Where |
|---|---|---|
| District Commission | up to Rs 50 lakh | your district |
| State Commission | above Rs 50 lakh up to Rs 2 crore | your State |
| National Commission | above Rs 2 crore | New Delhi |
You can file where you live or work, which is a big help for online disputes, since you do not have to travel to the seller’s city. The filing fee is modest and rises with the claim value, and for small claims it can be nil.
06Time limit and appeal
A consumer complaint must be filed within two years from the date the cause of action arose, that is, from when the problem happened. A commission can still accept a late complaint if you show sufficient cause for the delay.
If the order goes against you, there is an appeal:
- from the District Commission to the State Commission, generally within 45 days;
- from the State Commission to the National Commission; and
- from the National Commission to the Supreme Court.
07Where Claw fits
Claw is an all-in-one legaltech platform for Indian advocates, law firms, and corporate legal teams, combining AI-based case search, an AI legal assistant (Legal GPT), case management, and compliance automation across all Indian courts and tribunals.
An online shopping complaint can climb from the District Commission to the State and National Commissions on appeal, and the hearing dates and orders are easy to lose along the way. Claw keeps your matter in view by party or advocate name across the 9,102 courts, benches and forums it covers, and its 30 crore plus judgments answer in under five seconds when you want to see how the commissions have handled similar e-commerce disputes over refunds, returns and seller liability.
The documents you upload are never used to train the models behind Claw. Create a free Claw account to keep your consumer complaint in view by party or advocate name, and explore the wider law with case search across Indian courts.
08Sources and further reading
- Department of Consumer Affairs: consumeraffairs.nic.in
- e-Jagriti (consumer e-filing portal): e-jagriti.gov.in
- National Consumer Helpline (call 1915): consumerhelpline.gov.in
- Claw: clawlaw.in
This guide is general information, not legal advice. Portals, fees, and limits change, so check the current position on the official sites and take advice from counsel for larger claims before you act.
09Frequently asked questions
How do I complain against an online shopping company first?
Start with the platform’s grievance officer, whose details must be displayed on the site under the E-Commerce Rules, 2020. The officer must acknowledge your complaint within 48 hours and resolve it within one month. Keep your order number, invoice, and chat records.
What is the National Consumer Helpline?
It is a free government helpline (call 1915) and portal where you can register a complaint against a company. The NCH takes up the matter as a pre-litigation stage and often gets refunds without going to court. If it does not work, you file before a consumer commission.
Where do I file a consumer complaint online?
On the e-Jagriti portal, which is the unified e-filing system for the District, State, and National Consumer Commissions. The older e-Daakhil portal has been merged into e-Jagriti. You register, upload your documents, and pay the fee online.
Which consumer commission should I file in?
It depends on the value of what you paid: the District Commission up to Rs 50 lakh, the State Commission above Rs 50 lakh up to Rs 2 crore, and the National Commission above Rs 2 crore. You can file where you live or work, not only where the seller is.
What is the time limit to file?
Two years from the date the cause of action arose. A commission can accept a late complaint if you show sufficient cause for the delay. Appeals, such as from the District to the State Commission, are generally due within 45 days.
Can I track a consumer case in Claw?
Yes. Claw keeps a consumer complaint in view by party or advocate name across the 9,102 courts, benches and forums it covers, following its orders and hearing dates as it moves from the District to the State or National Commission, and it searches its 30 crore plus judgments in under five seconds. It tracks and researches the case but does not give legal advice.