Step-by-Step Online Product Fraud Complaint Process

🛑 Step-by-Step Online Product Fraud Complaint Process

Online Product Fraud में उपभोक्ता को नकली, defective, misleading या counterfeit product मिलने पर तुरंत कार्रवाई करनी चाहिए।

Step 1: Seller / Platform से Contact करें

🔹 Action:

  • Email / Chat / Helpline के ज़रिए Seller से संपर्क करें
  • Refund / Replacement request करें

🔹 Tips:

  • Screenshot, invoice और product photo सुरक्षित रखें
  • सभी communication records save करें

Step 2: Legal Notice (Optional but Recommended)

🔹 Action:

  • Formal notice भेजें Seller या Platform को
  • Notice में शामिल करें:
    • Product details
    • Problem description
    • Refund / replacement की मांग
    • Response deadline (15–30 days)

Step 3: File Complaint with Consumer Platform

🔹 Platforms / Authorities:

  1. Central Consumer Protection Authority (CCPA)
  2. E-commerce Grievance Portal
    • Most platforms (Amazon, Flipkart, Myntra) का internal grievance mechanism
    • Complaint resolve होने तक record रखें

Step 4: File Complaint in Consumer Court (if unresolved)

🔹 Consumer Forum Levels:

  • District Commission – ≤ ₹1 crore claim
  • State Commission – ₹1 crore to ₹10 crore claim
  • National Commission – > ₹10 crore claim

🔹 Required Documents:

  • Invoice / Bill
  • Screenshots / Product photos
  • Communication records with seller / platform
  • Legal notice copy (if sent)

Step 5: Criminal Complaint (Serious Fraud / IPC cases)

  • If product is fake / harmful / counterfeit
  • File FIR under IPC Sections 415, 420, 468, 489
  • For medicines / food – also include FSSAI / Drugs Act / Legal Metrology violation

Step 6: Follow-up & Redressal

  • Timeline (Consumer Protection Act, 2019 + E-commerce Rules, 2020):
    • Grievance Officer in platform: 5–7 days
    • Consumer Court / CCPA: 60–90 days (fast track)
  • Keep copies of all communications for legal proof

Step 7: Compensation / Refund

  • Refund / Replacement order
  • Compensation for damage / loss (if applicable)
  • Penalty / fine imposed on seller / platform

🟢 Tips to Strengthen Complaint

  1. Always retain proof – invoice, photos, emails
  2. Take screenshots of misleading ads
  3. Mention exact defect / fraud
  4. Check whether product violates Consumer Protection Act / Legal Metrology / Drugs Act / FSSAI
  5. Escalate to CCPA / Consumer Court if platform is non-responsive