🛑 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)
   • Website: https://consumerhelpline.gov.in
   • Misleading or defective products
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