How to File a Consumer Case for Online Order Not Delivered and Get Refund

Online shopping offers convenience, variety, and competitive prices, but one of the most frustrating problems buyers face is non-delivery of products. When a seller or e-commerce platform accepts payment but fails to deliver the item—and also delays or refuses refund—the consumer has the legal right to take action.

This guide explains how to file a consumer complaint for undelivered online orders, and uses a real judgment from the District Consumer Disputes Redressal Commission, Ranga Reddy as an example of how consumers can successfully claim refunds and compensation.

When Non-Delivery Becomes a Consumer Law Violation

Under the Consumer Protection Act, 2019, the following actions amount to deficiency in service and unfair trade practice:

·         Not delivering the ordered product

·         Repeatedly postponing delivery without valid reason

·         Cancelling the order without consumer consent

·         Failing to refund the paid amount

·         Increasing the product price after cancellation

·         Refusing to deliver at the original confirmed price

If any of these occur, you can legally challenge the e-commerce platform or seller before the Consumer Commission.

Steps to Follow Before Filing a Consumer Case

1. Keep All Order Proofs

Save screenshots or PDFs of:

·         Order confirmation

·         Payment receipt

·         Delivery date shown on the website

·         Any cancellation messages

·         Customer support chats

2. Contact Customer Support

Write to the seller or platform and demand delivery or refund. This creates a record of your attempts.

3. Raise a Refund Request

Platforms are legally required to refund the amount if delivery fails.

4. Send a Legal Notice (Optional but Effective)

If the seller or platform continues to delay, a legal notice often forces them to respond.

If the issue still remains unresolved, proceed to file a complaint.

How to File a Consumer Case for an Undelivered Product

You can file a complaint through:

1. e-Jagriti (Online Filing Portal)

The National Consumer Commission’s portal allows:

·         Online filing

·         Uploading documents

 

2. District Consumer Commission

File a complaint in the district where you reside or where the transaction occurred along with e-Jagriti complaint

You can claim:

·         Refund of the order amount

·         Interest on the refunded amount

·         Compensation for mental agony

·         Litigation costs

Real Example: Commission Orders Refund and Compensation Against Flipkart

A recent case (CC 86/2024, decided on 31.01.2025) shows how the Consumer Commission protects buyers when online platforms fail to deliver.

Case Summary

·         A consumer ordered a solid wood 6-seater dining table set for Rs. 24,368 on 09.10.2023 from Flipkart.

·         Delivery was promised by 24.10.2023, but Flipkart postponed the date multiple times.

·         On 08.01.2024, the order was cancelled by the platform without consent.

·         When the consumer checked again, the same product was available on Flipkart at a higher price of Rs. 28,639, showing a price escalation of Rs. 4,271.

·         Refund was not issued, and delivery at the original price was refused.

·         The consumer filed a complaint before the Commission.

Commission’s Findings

The Commission held Flipkart responsible because:

·         The product was not delivered

·         The money was not refunded

·         Seller and platform tried to shift blame

·         Price was increased to force the consumer into reordering at a higher rate

This was declared deficiency in service and unfair trade practice.

Final Order

The Commission directed Flipkart to:

·         Refund Rs. 24,368 with 9% interest from the date of payment

·         Pay Rs. 5,000 compensation for mental agony

·         Pay Rs. 5,000 litigation costs

·         Comply within 45 days

This judgment shows that the consumer’s right to delivery at the confirmed price is legally protected.

Why This Judgment Matters for Online Consumers

This case highlights that:

·         Platforms cannot cancel orders arbitrarily

·         Sellers cannot increase the price after cancellation

·         Money must be refunded immediately in case of non-delivery

·         Platforms are equally liable along with sellers

·         Consumers can receive both refund and compensation

The ruling strengthens the position of buyers dealing with price manipulation and non-delivery.

Tips to Strengthen Your Case

·         Save screenshots of price changes

·         Maintain all communication records

·         File the case promptly

·         Clearly explain mental agony and financial loss

·         Claim interest on the paid amount

Conclusion

If an online order is not delivered on time or is cancelled without proper justification, you have the right to seek a refund and compensation. Filing a consumer case is straightforward, and judgments like the one against Flipkart demonstrate that the Consumer Commission consistently supports buyers against unfair practices.