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Consumer & online shopping

Online order not delivered, or refund delayed

What e-commerce rules and RBI payment rules say when an online order goes wrong, and how complaints are usually escalated.

Reviewed by Anjali & ZiyanaUpdated 4 min read

In short

  • Online platforms and sellers selling to Indian consumers are covered by the Consumer Protection (E-Commerce) Rules, 2020.
  • Platforms must have a grievance officer who acknowledges complaints within 48 hours and resolves them within one month.
  • If money left your account but the payment failed, RBI rules set auto-reversal timelines and fixed compensation for delays.
  • Escalation routes include the National Consumer Helpline (1915), your bank, the RBI Ombudsman, and the District Consumer Commission.

Reviewed by 2 advocates · 2 Bar Councils

  • Approved ·

    Practises civil and consumer law

    Reviewed this guide for accuracy against the sources listed below.

02What the law says

The Consumer Protection (E-Commerce) Rules, 2020 apply to online marketplaces and sellers. Among other things, they require platforms to display their grievance officer's details and to acknowledge a consumer complaint within 48 hours and redress it within one month. The rules also prohibit unfair trade practices, including refusing to take back or refund defective, deficient or spurious goods.

When a payment fails, the RBI's framework on failed transactions (September 2019) applies. For many card and UPI payments to a merchant (for example, a card payment at a shop or a UPI payment to a merchant) where your account was debited but the merchant didn't get confirmation, the amount should be auto-reversed within five days of the transaction (T+5). If reversal is late, the bank or payment operator should pay ₹100 per day of delay, without you having to claim it.

03Where you can go

  1. The platform and seller. Through the order's help section and the grievance officer's contact. Ticket numbers create a record.
  2. Your bank or payment app for failed or debited-but-not-received payments. Card holders can also ask their bank about a chargeback.
  3. RBI Ombudsman (cms.rbi.org.in (opens in new tab)), under the Reserve Bank – Integrated Ombudsman Scheme, 2026. You can approach it if your bank or prepaid wallet issuer doesn't reply within 30 days (or any longer timeline set by RBI, NPCI or the card network), or if you're unhappy with its reply. The complaint is generally due within 90 days after that.
  4. National Consumer Helpline. Call 1915 or file at consumerhelpline.gov.in (opens in new tab).
  5. District Consumer Commission through e-jagriti.gov.in (opens in new tab) for non-delivery, defective goods or refunds that aren't resolved.

04How it usually works

  1. 01

    The customer raises a ticket with the platform and notes the date.

  2. 02

    If it isn't acknowledged within 48 hours or resolved within a month, it is usually escalated to the grievance officer in writing.

  3. 03

    For payment problems, people usually complain to their bank or payment app first, then to the RBI Ombudsman if needed.

  4. 04

    For unresolved order problems, the National Consumer Helpline and then a Consumer Commission are the usual next steps.

05Time limits

  • 48 hours / one month: platform acknowledgement and resolution under the E-Commerce Rules.
  • T+5 days: auto-reversal for many failed card and UPI merchant payments, then ₹100 per day of delay.
  • 30 days, then 90 days: wait 30 days for your bank's response (longer if an RBI/NPCI timeline allows more). The complaint to the RBI Ombudsman is then generally due within 90 days.
  • Two years: to file a consumer complaint.

06Documents to gather

  • Order ID, invoice, and screenshots of the listing and price
  • Delivery status screenshots, and any "delivered" message you dispute
  • Unboxing photos or video, if the item was wrong or damaged
  • Payment proof: bank or UPI transaction ID and statement
  • Ticket numbers, emails and chats with the platform

07Common questions

That depends on the facts and on the roles of the seller, courier and platform. Complaints often name the platform and the seller together.

Under the RBI framework, compensation should be credited without a claim. If it isn't, it can be raised with your bank and then the RBI Ombudsman.

08Questions to ask an advocate

If you speak to an advocate, these questions can help make the conversation useful.

  • Should my complaint be against the platform, the seller, or both?
  • Is my payment issue a "failed transaction" under the RBI framework, or a different kind of dispute?
  • What compensation is realistic for the delay and inconvenience?

09Sources

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This guide is general legal information for India, not legal advice. Laws and procedures change and can differ by state. For advice on your situation, speak to a qualified advocate.

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