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Online shopping has made purchasing products easier than ever. Consumers can order everything from smartphones and electronics to clothes and household items using their mobile phones. However, problems can arise when a product arrives damaged, an order is never delivered or a seller refuses to issue a refund after a return.
In such situations, customers often contact the company’s customer support team repeatedly but may not receive a satisfactory response.
Consumers do not have to rely only on the seller’s customer service process. They can also approach the consumer dispute redressal system through the government’s e-Jagriti portal.
e-Jagriti is a digital platform that facilitates online consumer complaint filing and access to consumer commissions. It allows eligible consumers to submit complaints and supporting documents electronically, helping them pursue their consumer rights without depending entirely on physical paperwork.
How to File an Online Shopping Complaint on e-Jagriti
If a seller or e-commerce company is not resolving your complaint, you can consider filing a consumer case through the e-Jagriti portal.
Follow these steps:
Step 1: Visit the Official e-Jagriti Website
Open the official e-Jagriti portal and access the registration or login option.
Step 2: Register or Log In
Create an account using your mobile number or email address, following the portal’s verification process. Existing users can log in with their registered credentials.
Step 3: Select File New Case
After logging in, open the dashboard and select the File New Case option.
Step 4: Choose Consumer Complaint
Select the Consumer Complaint option to begin the complaint filing process.
Step 5: Enter Your Complaint Details
Provide complete information about the dispute, including:
- Name and details of the product or service.
- Date of purchase and order information.
- Amount paid for the product.
- Details of the seller or e-commerce company.
- Description of the problem, such as defective goods, non-delivery or refund rejection.
- Details of the resolution you are seeking.
Make sure the information is accurate and clearly explains what happened.
Step 6: Upload Supporting Documents
Attach the relevant invoices, payment records, photographs, screenshots and communication records to support your complaint.
Step 7: Pay the Applicable Fee and Submit
Pay the filing fee, if applicable, and submit the complaint through the portal.
After successful submission, save the case or filing reference number. You can use the available tracking facility to follow the progress of your complaint.
Which Documents Are Required to File a Complaint?
Supporting evidence is important when filing a consumer complaint. Before submitting your case, collect the documents that establish the purchase, payment and problem.
| Document | Why It Is Important |
|---|---|
| Order invoice or bill | Establishes the purchase and product price |
| Payment screenshot or transaction details | Shows that payment was made |
| Product photos or videos | Helps demonstrate visible defects or damage |
| Email or chat with the seller | Records your attempts to resolve the issue |
| Return or refund request screenshots | Shows that you requested a return or refund |
| Delivery details | Helps establish whether the product was delivered |
| Other relevant documents | Supports additional claims related to the dispute |
Keep original documents and digital copies wherever possible. Clear, dated evidence can help explain the dispute to the consumer commission.
Is There a Fee for Filing a Complaint on e-Jagriti?
The filing fee for a consumer complaint depends on the value of the goods or services paid for, known as the consideration paid.
According to the fee details provided for District Consumer Commissions:
| Value of Goods or Services | Filing Fee |
|---|---|
| Up to ₹5 lakh | No fee |
| Above ₹5 lakh and up to ₹10 lakh | ₹200 |
The applicable fee should be checked on the official portal before submitting the complaint, as the amount may depend on the relevant rules and the category of the case.
Where Else Can You Complain About an Online Shopping Problem?
If you do not want to approach a consumer commission immediately, you can first try the National Consumer Helpline.
The National Consumer Helpline provides a platform for consumers to register grievances against sellers, service providers and companies.
You can contact it through these channels:
- Helpline number: 1915
- Official website: https://consumerhelpline.gov.in/
Keep your order number, invoice, payment details and seller information ready when registering a grievance.
The helpline can help facilitate grievance redressal, but it is different from filing a formal case before a consumer commission.
What Happens After Filing a Complaint on e-Jagriti?
Filing a complaint does not mean that a refund will be issued immediately.
After submission, the case proceeds through the applicable consumer commission process. The commission examines the complaint, supporting evidence and response from the opposite party before deciding the matter.
Depending on the case and the relief sought, the consumer may request an appropriate remedy, such as:
- Refund of the amount paid.
- Replacement of a defective product.
- Repair of the product, where applicable.
- Compensation for established loss or harm.
- Other relief available under consumer protection law.
The final outcome depends on the facts, evidence and decision of the consumer commission.
Important Tips Before Filing an Online Shopping Complaint
Before approaching a consumer commission, take a few precautions to make your complaint clearer and better documented.
- Contact the seller or e-commerce platform through its official customer support channel.
- Save emails, chat conversations and complaint reference numbers.
- Keep screenshots of the order, payment and refund status.
- Take photographs or videos if the delivered product is damaged or defective.
- Clearly mention the resolution you want, such as a refund or replacement.
- Do not discard the product or its packaging if they may be needed as evidence.
Final Takeaway
Online shoppers have consumer rights, and they do not have to accept defective products, missing deliveries or unresolved refund disputes without seeking a remedy.
The e-Jagriti portal provides a digital route to approach consumer commissions and pursue eligible complaints. However, filing a case does not guarantee an immediate refund. The consumer commission decides the matter after considering the available evidence and applicable law.
If an online shopping dispute remains unresolved, keep your purchase records and communication history safe, explore the National Consumer Helpline and consider filing a formal complaint through the official e-Jagriti portal.
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