🛒 Online Product Fraud – Step-by-Step Complaint Process

🛒 Online Product Fraud – Step-by-Step Complaint Process

Scenario: Online product नकली, defective, expired, misbranded या misleading आया।

Step 1: Evidence & Proof Collect करें

🔹 Action:

  • Product की photos / videos लें
  • Invoice / order confirmation / email / chat सुरक्षित रखें
  • Packaging, MRP, manufacturing / expiry date check करें
  • Screenshots of online listing / ad / description save करें

Tip: जितना documentation होगा, complaint उतनी मजबूत होगी

Step 2: Contact Seller / Online Platform

🔹 Action:

  • Customer care / chat / email से संपर्क करें
  • Refund / Replacement / Replacement की मांग करें
  • Communication का record रख लें

Legal Basis:

  • Consumer Protection Act, 2019 – Online platforms और sellers को verified, accountable और grievance mechanism maintain करना अनिवार्य है
  • E-commerce Rules, 2020 – Platforms liability + transparency

Step 3: File Complaint with E-commerce Grievance Officer

  • Most platforms का internal Grievance Redressal Officer
  • Complaint resolve होने तक records रखो
  • Timeline: 5–7 days (fast track)

Step 4: Escalate to Central Consumer Protection Authority (CCPA)

  • Website: https://consumerhelpline.gov.in
  • Submit complaint form with:
    • Invoice / order details
    • Product images
    • Communication record
    • Seller / platform details

Step 5: Consumer Court (if unresolved)

  • District / State / National Commission depending on claim amount
  • Documents needed:
    • Invoice / order confirmation
    • Screenshots / photo / chat records
    • Grievance Officer complaint copy

Outcome: Refund / Replacement / Compensation

Step 6: File Police Complaint / FIR (if criminal fraud)

  • जब product dangerous, counterfeit या harmful हो
  • Applicable IPC sections:
    • 415 – Cheating
    • 420 – Cheating and dishonestly inducing delivery of property
    • 468, 463 – Forgery
  • Medicines / food → Drugs Act / FSSAI / Legal Metrology violation भी जोड़ सकते हैं

Step 7: Follow-up & Escalation

  • Online platform / CCPA / Consumer Court को timely update दें
  • Refund / Replacement / Compensation order follow करें
  • Serious fraud → platform + seller liable under IPC + E-commerce Rules

🟢 Tips to Strengthen Complaint

  1. Screenshot of product listing / misleading ad
  2. Save invoice / payment receipt / email confirmation
  3. Keep video / photo of defective / fake product
  4. Check if product violates:
    • Consumer Protection Act, 2019
    • E-commerce Rules, 2020
    • Legal Metrology / FSSAI / Drugs Act
  5. Escalate to CCPA / Consumer Court if platform unresponsive