Latest GST Rule Changes for FY 2025–26: A Complete Guide
08 Nov, 2025
By Online Legal India
Published On 04 Feb 2023
Updated On 24 Oct 2025
Category ODR
Top Consumer Disputes in Online Shopping
Online shopping in India is convenient, but it comes with its share of troubles. Buyers often receive defective products, face delayed or failed deliveries, and struggle with refunds or hidden charges. Poor website navigation and unresponsive customer care only add to the frustration. These issues can leave shoppers disappointed and seeking a resolution. In this article, you will find the common consumer complaints in online shopping.
Let us discuss the most common consumer dispute in Online Shopping:
1. Defective or Damaged Products
Products arriving broken, scratched, or non-functional are a frequent scenario. For example, one shopper received a phone with a flickering screen, forcing multiple service calls. Similarly, Reddit users shared stories of empty boxes or wrong items, such as a Noise Fit watch case arriving, only to find no watch inside. This highlights the issue of poor product handling and quality checks before shipping.
2. Non? Delivery or Delayed Shipment
Many experience orders not arriving or reaching far past the expected date. Over 23% of complaints involve missing or delayed delivery in 2025. In one case, a customer ordered a laptop; the courier marked it delivered incorrectly, and the platform took days to resolve it. Late or missing packages create great inconvenience and erode trust.
3. Wrong or Incomplete Items
Shoppers often receive the wrong colour, size, or model. One example: a customer received a blue dress instead of the yellow one ordered. Another Reddit user got Kaju Anjeer roll instead of Kaju Pista from Swiggy, which highlights mis-picks across food or fashion orders. Incorrect items cause frustration and extra hassle for returns.
4. Refund & Return Headaches
Customers face frustration when returns drag or refunds don’t arrive. A Meesho customer waited days after courier pickup and was told the return was “cancelled,” stuck in customer service loops. Refund issues impact about 14% of complaints. Unresponsive returns systems make shoppers feel helpless and cheated.
5. Poor Customer Support
Difficult support, bots, long waits, and rude representatives are a major complaint. Digi Lawyer notes many buyers remain stuck in call loops. One Reddit user described rude Meesho agents, cancelled exchanges, and threats if they criticised on social media. Support failures kill trust and damage brand reputation.
6. Over Charges or Hidden Fees
Unexpected taxes, shipping funds, or auto? Renewal charges surprise customers. About 5% of complaints mention extra charges without notice. Some report being charged twice, or slapped with unexplained fees after placing orders. This hurts transparency and can lead to complaints or legal action.
7. Fraud & Counterfeit Goods
Fake products disguised as brands cause serious anger. A Mumbai commission case involved getting a ring instead of a gold coin, leading to legal action. Reddit users warn about Amazon scams where bricks or soap were delivered instead of iPhones. Consumers feel deceived and often resort to lawsuits.
8. Billing Errors & Payment Issues
Payment glitches, double charges, and failed orders despite deduction create major frustration. One Reddit user said their bank deducted money, but the seller never accepted the order, leading to blame passing between systems. Others encounter blocked accounts after return attempts, complicating purchase outcomes.
9. Data Privacy & Website Dark Patterns
Consumers worry about data misuse, unwanted subscriptions, and forced buys via “dark patterns.” The CCPA recently ordered all ecommerce platforms to remove such manipulative designs to protect users. These shady tactics reduce trust in platforms and frustrate shoppers.
10. Misleading Ads & Flawed Descriptions
Discrepancies between the ad and the actual product create confusion. Some items are labelled one thing but arrive substantially different. This includes exaggerated specs or false claims, leading to disappointment and complaints under laws on unfair trade practices.
The following details include the eligibility criteria for filing a complaint against online shopping:
The Actual Buyer: You must have paid for goods or services, not just received them as a gift, to qualify.
Personal Use or Self-Employment: Purchases for personal use or to earn your livelihood (like a photographer buying a camera) are valid. Buying items for resale is not eligible except in certain cases.
Legal Heirs or Representatives: If the original buyer has passed away, their legal heirs or authorised representatives can file the complaint on their behalf.
Group Complaints (Class Actions): Multiple consumers with the same issue, like many people getting damaged items, can file together as a group.
Registered Consumer Associations: Official consumer groups registered under the Companies Act or similar laws can bring complaints on behalf of affected individuals.
Government Entities: Central or state governments can file complaints to protect public consumer interests.
If you’ve faced problems like wrong items, delayed deliveries, damaged products, or refund issues while shopping online, you have the right to raise a complaint. Here is the process for filing a complaint against an online shopping website:
Step 1: Collect All the Required Proof
Before filing your complaint, make sure you gather strong proof to support your case. This includes:
Order confirmation emails, invoices, and payment receipts
Screenshots of the product page, incorrect/damaged items, or misleading descriptions
Records of any chats, emails, or phone calls with customer support
Return or replacement request IDs (if raised earlier)
These documents will strengthen your complaint and make it easier for the company to understand and resolve your issue.
Step 2: File Your Complaint on the Shopping Platform’s Grievance Portal
Every online shopping website is required to have an internal grievance redressal system as per Indian consumer laws. Here’s how you can raise your complaint directly:
Visit the shopping site’s “Contact Us,” “Help,” or “Grievance Redressal” section
Submit your complaint by filling in:
Your name, registered mobile number, or email ID
The correct Order ID and clear details of the issue
Upload all relevant proof, such as images, receipts, and screenshots
Always request a complaint reference number for tracking your case. Most online platforms aim to resolve such issues within 15 to 30 days.
Step 3: Follow Up Regularly Until Resolution
Keep following up using the complaint reference number provided. You can:
Track your complaint status through the website or app
Call or email the company’s customer care team for updates
Note down dates, names, and responses for future reference
Timely and polite follow-ups often speed up the process and ensure your issue gets the attention it deserves.
If your complaint remains unresolved or you are not satisfied with the solution, you have the right to escalate the matter to Online Dispute Resolution, through trusted ODR platforms. These legal platforms help consumers get justice and fair treatment when companies fail to act responsibly.
What is Online Dispute Resolution?
Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.
Why Choose Online Dispute Resolution?
Consumers prefer ODR for several reasons:
Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.
ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.
Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.
How to File a Complaint through ODR?
Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:
Step 1: Collect All Relevant Evidence
Before initiating your complaint, gather all documents and proofs that support your claim. These may include:
Having organized and clear evidence strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute Through an ODR Platform
You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
Step 3: Participate in Mediation Proceedings
During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.
After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
Step 4: Settlement
If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.
Conclusion
Online shopping offers convenience, but when things go wrong, you don’t have to suffer silently. Whether it is a refund issue, wrong delivery, or poor service, you have the power to stand up for your rights, quickly, and from the comfort of your home. Trusted ODR platforms like Online Legal India can assist you file complaints easily. Get in touch with us.
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