How to File Consumer Complaints against E-Commerce Websites

As technology advances, and people are becoming busy with their work, they have been bending towards online shopping. The prices of the products in online stores are also less than the local stores. So, consumers may face a lot of issues during or after purchasing the product. Product might not have the perfect quality, and the e-commerce platforms are not supporting you. Then, it is a case of consumer complaints. You must learn how to file consumer complaints against e-commerce websites. Then, the process will become easy for you.

Any legal issue must be approached logically and formally. Otherwise, the action will not be prominent and you may not get proper justification. This blog will provide you with a way to raise a consumer complaint when you have faced issues.

Here’s a step-by-step guide on how to file a consumer complaint:

Try to Resolve the Issue with the Seller (E-commerce Website)

Today e-commerce platforms are many.  Then their terms and conditions are also different. Most people consider that e-commerce means only Flipkart, amazon, Nykaa, etc. However, any company selling products online is called an e-commerce platform. When any e-commerce platform sells its products, you have to approach their terms and conditions. On the other hand, when it is a third-party service provider like Amazon, Flipkart, eBay, etc, you have to raise a complaint against them if they break the terms and conditions.

Scenario 1

Let’s clear the fact. The third-party service providers usually have the terms that if the product is broken, missing, damaged, or manufacturing defective, they will provide you with a replacement or complete refund if you complain to them online over the phone or through emails. It is their responsibility. If they do not resolve the issue in time or disagree to accept your complaint, you can go for the consumer complaint facility that the government provides.

Scenario 2

If e-commerce third-party platforms have done their jobs perfectly, but the purchased product is not working as it should, you can visit the service center to solve the issue you have faced after purchasing. If service centers do not want to solve the issue or do not want to provide the required service in the warranty period, you can go for a consumer complaint against the manufacturer, not the selling partner or online selling platforms.

Scenario 3

When you purchase any product, from the direct website of a seller, and there are no third-party platforms present there, you have to ask resolution directly from the seller. If they do not want to provide a solution, you have to go for a consumer complaint.

Scenario 4

People do not sell products only; they sell their services. If the service has a warranty but the service (e.g. wall painting), has removed luster before the warranty has ended, you have to ask for a resolution. If they neglect, you can go for consumer complaints. For any service-related issues, promised but not done, demanding extra money, or keeping the service incomplete, etc., you can raise a consumer complaint.

Request Resolution: Whether it is a goods-selling company or a service-providing company, you have to request them for resolution. It is a formal appeal. You cannot raise a complaint at the very fast step. If they neglect your request, you have to raise a complaint against them. However, you must approach to request a resolution.

Clearly state your complaint: You have to mention the defects, delivery issues, refund issues, or similar other issues you are facing. You also have to mention what resolution you want from them. You should never leave the complaint open-ended. You have to ask for the resolution that you want.

Keep records: You must keep the records of issues that you are facing and the records of the communication done with them. You must keep screenshots of communication details, and records of vocal communication, and if there is any document, keep them in handy. They will give you some greater support.

File a Complaint with the E-commerce Website

If you are facing issues within the stipulated time given by the online platform (7-10 days) as per the portal selection, you have to raise a complaint to the customer care of the portal. They have a dedicated system to resolve the issues. Call to the customer care or raise a dispute through their site. Different e-commerce platforms may have different strategies. Follow them.

If you are asking resolution in the product selling platform, you have to provide the entire details of the product. For service-related disputes, you may have a similar option to raise a complaint on the platform. Follow the turnaround time. If there is an application for the shop, use it and raise a complaint.

Where to raise a complaint for legal support?

Do you require filing the complaint to the police station or is there any special department for raising consumer cases?

Surely, you will get a consumer forum for getting the solution for your cases. You do not need to contact any police station. If you face cybercrime traps/frauds, you should contact the cybercrime department. However, some legal service-providing companies also offer the service.

There are three departments for consumer rights protection. They are:

According to the Consumer Protection Act of 1986, three consumer courts are established at district, state, and central levels to meet the demands of the customers depending on their disputed amount.

District Consumer Dispute Redressal Commission (DCDRC)

When the disputed amount of a consumer is less than 50 lac (Rules 2021), they have to raise a complaint to the consumer court mentioned above. SCDRC is a quasi-judicial body of districts where only consumer cases of this category will be redressed. SCDRC is one of the parts of the entire Consumer Dispute Redressal Commission DCDRC and the National Consumer Dispute Redressal Commission (NCDRC).

State Consumer Dispute Redressal Commission (SCDRC)

When the disputed amount is more than 50 lac and less than 2 crores, you have to file a complaint to the State Consumer Dispute Redressal Commission (SCDRC). Hence, the amount of dispute matters most when you raise a complaint to the State Consumer Dispute Redressal Commission (SCDRC).

National Consumer Disputes Redressal Commission (NCDRC)

If the disputed ratio of the consumer is more than 2 crore, they have to file a complaint to the National Consumer Disputes Redressal Commission (NCDRC).

How to proceed to the court?

If you want to raise a complaint to any Dispute Redressal Commission, you have to send a legal notice regarding your concern. This notice must be written and signed by a legal professional or advocate. If the complainant files a complaint without sending a legal notice, it will not be accepted. Maybe, your issue will be solved before entering the case in court. After getting the legal notice, the opponent party may have solved the issue out of the court. If they do not respond to the notice or do not agree to solve it out of court, you have to file the case to the respective court mentioned above.

Once you win the case, you may get a refund of the amount disputed or its part as per the judgment. On the other hand, you may also get charges for litigation and compensation for the mental agony you have to face for the issue.

If you want to resolve your consumer complaint-related issues at a fast pace, you can contact Online Legal India. Contact them now if you are suffering from any issue related to product or service-related issues. They have a host of CC experts who will suggest to solve the issue. They will guide you on how to do it. To learn more, contact them for free!