Online order refund not received?

The order came wrong, broken or never came, the return was picked up, and the refund still has not reached you. Whatever you bought online, you have a consumer complaint.

Start a complaint See how Jagrik helps

Common situations

Wrong or damaged product deliveredOrder marked delivered but never receivedReturn picked up, refund not creditedSeller or platform refusing a return

What the rules say

Every e-commerce platform must have a grievance officer, show their contact details, acknowledge your complaint within 48 hours and resolve it within one month.

Consumer Protection (E-Commerce) Rules, 2020

A defective product, a deficient service and an unfair trade practice are all grounds for a consumer complaint, against the platform and the seller.

Consumer Protection Act, 2019

Three ways Jagrik can help

Raise it on the National Consumer Helpline

Jagrik helps you write your refund request for the government's grievance portal and fills in the form. You submit it on NCH's own site.

official site →

Send a legal notice

A legal notice is a formal letter that tells the company what you want and by when. Jagrik drafts it from your facts. You send it from your own email or by post.

File in consumer court (e-Jagriti)

Jagrik prepares your complaint documents and fills the e-Jagriti form. You review everything first.

You do not have to file a case. Use one, two or all three, in any order.

If the Consumer Commission finds the company at fault, it can order a refund, compensation and costs.Consumer Protection Act, 2019, Section 39(1)(c), (d) and (m)

How a legal notice works

A legal notice puts your complaint in writing: what you bought, what went wrong, what you want, and the date by which the company must act. It gives the company a clear, dated chance to put things right.

Jagrik drafts the notice from what you tell it and the evidence you upload. You read it, change anything you want, approve it and send it from your own email, so the company replies to you and your sent mail is your proof.

Reaching the National Consumer Helpline

The government's National Consumer Helpline (NCH) is run by the Department of Consumer Affairs and describes itself as a single point of access for consumers at the pre-litigation stage. It takes grievances in 17 languages. More than 2,000 companies are listed as partners in its Convergence Programme (NCH grievance form, October 2026).

  • Toll-free 1915, 8 am to 8 pm, every day except national holidays
  • WhatsApp or SMS on 8800001915
  • The NCH app and the UMANG app
  • The web portal, consumerhelpline.gov.in

consumerhelpline.gov.in (official site) →

I had a very positive experience with Jagrik.com, who helped me get my refund from a printer shop. They took the time to understand my case, guided me through the process of filing a complaint on the e-Jagriti portal, and helped prepare all the necessary documents.

Viren Javia
Refund case, filed on e-Jagriti

Guides from the blog

Amazon or Flipkart Refund Not Received? What to Do NextIf your Amazon or Flipkart refund has not arrived, there is an order of steps that works. Here it is, with the time limits.Myntra Complaint: Refund, Return and Wrong Product HelpRefund stuck, return refused or the wrong product delivered? Here is how to escalate a Myntra complaint, and what consumer commissions have…Instagram Order Not Received or Wrong Item? What You Can DoBought from an Instagram page and nothing arrived, or the wrong item did? Here is what to do, in order, and when a consumer complaint is po…How to file a consumer complaint against Amazon, Flipkart or any online storeOnline shopping disputes in India follow a clear path: grievance officer first, then evidence, then the right commission. Here is how the p…

Tell Jagrik what happened

Start with your own words and your evidence. Jagrik AI will help you with the notice, the helpline and the consumer court filing.

Start a complaint

Not getting your refund?

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Sources

  • Consumer Protection (E-Commerce) Rules, 2020
  • Consumer Protection Act, 2019
  • Consumer Protection Act, 2019, Section 39(1)(c), (d) and (m)