Online Shopping Complaint Letter — NCH 1915 & eDaakhil

How to file a National Consumer Helpline / eDaakhil complaint

1. 1

   Use the platform's official return/refund flow first

   Open the order page, hit 'Return / Refund', describe the issue. Save the support chat / ticket number and screenshot every step. NCH and eDaakhil both ask whether you tried the platform first.

2. 2

   Call NCH 1915 — fastest free option

   The National Consumer Helpline is toll-free (1915). They contact the company on your behalf. Most legitimate disputes get resolved within 7-15 days at this stage. Generate the Nyaykar letter so you have all your facts in one place when they call.

3. 3

   Generate the letter with Nyaykar

   Type your order number, what you ordered, what you actually received, and what you've already tried. Nyaykar drafts a formal complaint citing the Consumer Protection (E-Commerce) Rules, 2020.

4. 4

   Escalate to eDaakhil if NCH can't resolve

   Open edaakhil.nic.in, register, choose 'File a Complaint', attach the Nyaykar letter, your order proof, and the platform's chat logs. Pay the court fee (NIL up to ₹5 lakh claim).

5. 5

   Hearing and order

   District Consumer Commission usually issues an order within 3-5 months. They can order refund + compensation + costs. The platform must comply or face contempt.

Frequently asked questions

How long does NCH take to act?

NCH typically contacts the company within 48-72 hours. Resolution timelines vary — straightforward refund issues are often closed within 7-15 days. Bigger disputes get pushed to eDaakhil.

What's the court fee for eDaakhil?

Claims up to ₹5 lakh: NIL. ₹5-10 lakh: ₹200. ₹10-20 lakh: ₹400. ₹20-50 lakh: ₹1,000. Most online-shopping disputes fall in the NIL bracket.

Can I complain about a fake product I received?

Absolutely. Receiving a counterfeit / fake / different item is a textbook 'unfair trade practice' under Section 2(47), CPA 2019. Photograph the product as received, keep the original packaging.

What if the seller is from outside India?

Under the Consumer Protection (E-Commerce) Rules, 2020, the marketplace (Flipkart, Amazon, Meesho) is liable in India regardless of where the seller is based. File against the platform, not the foreign seller.

Do screenshots count as proof?

Yes. Order confirmation page, the chat with customer support, the product photo, the return policy page, the email trail — all are admissible as electronic evidence under Section 65B of the Evidence Act.

I paid via UPI / cash on delivery — does it matter for the complaint?

No. The mode of payment is irrelevant to your right to a refund. Whether you paid by UPI, card, COD or credit, the platform still owes you the goods you ordered or your money back.