Online order not delivered

What you need to know

If online order not delivered within committed timeframe and platform refuses refund, this violates Consumer Protection Act and E-Commerce Rules 2020.

Your rights

Delivery within committed timeframe

Full refund for non-delivery

Chargeback via bank/card

Consumer Forum complaint with compensation

What you should do now

Action first

Contact platform and initiate chargeback simultaneously

Report non-delivery to customer care with order number and tracking screenshot
At the same time — initiate chargeback with your bank or card issuer
Chargeback is often faster than waiting for platform response

If chargeback not possible and platform unresponsive

File complaint on e-jagriti.gov.in — Consumer Forum handles non-delivery cases quickly

Acts applicable

Consumer Protection Act 2019

central

Deficiency in service

Consumer Protection E-Commerce Rules 2020

central

Delivery obligation

Where to complain

National Consumer Helpline 1800-11-4000 Consumer Complaint — e-Jagriti Portal

Consumer complaint portal: e-jagriti.gov.in (replaced edaakhil.nic.in as of Jan 2025). Labour complaints: col.gujarat.gov.in. All links verified June 2026 via web search against official government sources.