Online order refund pending: Consumer Protection (E-Commerce) Rules, 2020

By Haqdaar · Published 2026-10-17 · Updated 2026-10-17

The Consumer Protection (E-Commerce) Rules, 2020, notified on 23 July 2020, require every e-commerce platform to appoint a grievance officer, acknowledge your complaint within 48 hours, and redress it within one month. Platforms must also process refund requests within a reasonable time. If they don't, escalate to the National Consumer Helpline (1915).

What should I do?

1. Keep the order ID, cancellation/return date and chat transcripts.
2. Write to the grievance officer named on the platform's site, with a deadline.
3. Escalate to NCH (1915 or consumerhelpline.gov.in), then e-Jagriti (consumer commission) if needed.

Sources

• Consumer Protection (E-Commerce) Rules, 2020, G.S.R. 462(E), 23 Jul 2020, Rule 4(4)–(5) and seller duties: https://consumeraffairs.nic.in/acts-and-rules/consumer-protection
• National Consumer Helpline: https://consumerhelpline.gov.in
• e-Jagriti: https://e-jagriti.gov.in

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This is general information, not legal advice. Haqdaar is not a law firm. Filing yourself is free.