You can take immediate action and we will help you resolve your problem. We can even send a legal notice and then file a consumer complaint, if necessary.
E-Commerce is the process of buying and selling of products or services on the Internet. This allows people to do business with no barrier of distance and time.
E-consumers refers to a buyer of any goods and services through an online medium. This new group of consumers is rapidly increasing as online shopping becomes more popular and the norm of the modern lifestyle.
You can file a e-consumer complaint in the following scenarios:
Price is the money that the customer must pay for a product or service. In case if you are charged more than the price displayed then you can initiate an e-commerce consumer complaint.
Example: When you book a mobile worth Rs.5000 for cash-on-delivery, at the time of delivery you are charged Rs. 5500.
The standard of something as measured against other things of a similar kind; the degree of excellence of something. When the quality of the product you have purchased online is less than the promised or expected standards or when the quality is less than the market standards then you can file a e-commerce consumer complaint.
Example: The product shown in the site differs from the product received in terms of colour or material.
Ecommerce businesses rely on electronic transactions to charge customers for products and services. The increased volume of electronic transactions has also resulted in an increase in fraudulent activities. Most of the companies do not entertain cash on delivery and insist payment on booking which also increases the chances of not receiving the product and the Company is least bothered about your order or bookings.
Example: When you pay for the product and don't receive the same or opt for a service with annual subscription but the service provider shuts down the company in the mid.
A product which you order and in return you don't get the same as you ordered for which you pay a huge value.
Example:When you order a mobile and end up getting soap.
If you have any grievances, firstly you can address your complaint to the online customer care which is a basic dispute resolution system working 24/7. In case of absence, then a person can skip the first step.
Step 2: Send A Written Notice
You should send a written notice explaining the problem and the reason why you are unhappy with the product or service.
What your notice should contain
Step 3 : Choose The Correct Forum
Based on the value of goods or services you have purchased or the compensation you claim,, you can approach the appropriate consumer forum/commission, i.e., the District Forum, State Commission or the National Commission. You have the option of filing the complaint yourself or appointing an advocate to represent you before the forum/commission. The time taken for the proceedings can range between 6 to 18 months.
Step 4 : File A Written Complaint
Each forum has a prescribed format you must adhere to while filing the written complaint. You must attach all the relevant documents supporting your complaint, like invoices, receipts, delivery challans, communication in writing (emails and SMS also), etc. It is important to submit the legal notice that you tried to communicate to the seller so that the court is convinced that you tried to resolve this dispute out-of-court.
Step 5 : Court Fee For Consumer Complaint
To file a consumer complaint, you must pay a court fee:
District Forum - Rs.500 State Commission - Rs.2000 National Commission - Rs.5000
If the case is decided in your favour, the Court will direct the seller to compensate you including all your legal costs, such as court fees and lawyer fees.
The Forum you have to approach is decided based on the value of the goods & services purchased and the compensation you are claiming. If the total amount is:
As the sale or purchase occurred online, then the place mentioned in the terms of service of the seller’s website for dealing with dispute shall be chosen.