As a consumer, you have certain rights while buying goods through a digital or electronic network.1 Online platforms such as Amazon, Flipkart etc. have responsibilities to the buyer. Online platforms have to provide clear information displayed prominently to users on the platform, including information about the delivery and shipment of a product and complaint mechanisms.2
You can register a complaint on the platform itself about non-delivery of your product. The grievance officer of the platform will acknowledge your consumer complaint within forty-eight hours, and address the complaint within one month.3 You can also track the status of your complaint.
If the online platform doesn’t provide a solution to your complaint, you can file an online complaint at the consumer helpline of the government here.
- Section 2(16), Consumer Protection Act, 2019.
- Rule 5(3), Consumer Protection (E-Commerce) Rules, 2020.
- Rule 4(5), Consumer Protection (E-Commerce) Rules, 2020.
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