Two sons ordered to pay maintenance to mother after she files DV case
19 Jul, 2025
By Online Legal India
Published On 17 Jun 2022
Updated On 19 Jun 2025
Category Consumer Complaint
Many consumers face issues with Amazon, such as delayed deliveries, fake products, or refund failures. Filing a consumer complaint ensures legal protection under the Consumer Protection Act, 2019. However, with the Online Dispute Resolution (ODR) system, the process becomes faster, safer, and entirely digital, allowing disputes to be resolved efficiently without approaching the court. In this article, you will learn how to file a complaint against Amazon.
The Consumer Protection Act, of 2019 allows different types of consumers and entities to file a complaint against Amazon. Listed below are the persons who can file a complaint against Amazon:
A person who purchases a product or service from Amazon for personal use qualifies as a consumer. If the product is defective or the service is poor, the person has the right to file a complaint. This right applies even if the person only places the order but does not receive the item.
Anyone who uses Amazon’s website or mobile app to place an order qualifies as an online buyer. If the delivery is delayed, the product is fake, or the refund is denied, the online buyer can raise a formal complaint under consumer law.
If a customer pays only a part of the total amount and still faces a problem, that person can file a complaint. The law does not require full payment for a consumer to seek legal support. Even a booking or advance payment is enough to file a complaint.
If the original buyer cannot act due to illness, death, or any valid reason, the legal heir or authorised representative has the right to file the complaint. This ensures that the buyer’s rights do not lapse because of personal incapacity.
A consumer group registered under the law can file a complaint on behalf of a buyer. The buyer does not need to be a member of the group. This allows consumer bodies to protect the interests of the general public.
The Central or State Government can file a complaint when a company's actions affect the public interest. This applies to large-scale issues like fake products, fraud, or data misuse that harm many consumers at once.
A consumer must file a complaint against Amazon when any of the following issues occur:
A complaint becomes valid when Amazon fails to deliver the product within the expected time. If the promised date passes without any update or justification, the buyer has the right to raise the issue. This includes cases where the tracking system shows no progress.
If the buyer completes the order and payment process but does not receive the item, a complaint is justified. Even after waiting for a reasonable period, if the package remains undelivered and Amazon fails to provide a resolution, the buyer must take action.
A buyer can file a complaint if the product received is not genuine, is broken, or is in poor condition. This also applies when the item appears used, expired or does not match the product description. The law protects consumers from such delivery fraud.
If Amazon promises a refund after order cancellation or product return but does not release the amount within the committed time, the consumer must file a complaint. This includes cases where the refund is approved but the amount is not reflected in the account.
When the buyer receives a different product than the one ordered, and Amazon refuses to replace or collect the incorrect item, it becomes a valid ground for complaint. This includes variations in brand, model, size, or features.
If Amazon blocks or limits access to a buyer’s account without sharing a valid reason, the buyer must file a complaint. Account restriction affects the buyer’s ability to manage orders, seek refunds, or access customer service.
A consumer has the right to file a complaint if Amazon rejects a return or replacement request, even when the request falls within the return window. This includes situations where the buyer meets all return conditions, but Amazon declines support without valid proof.
A consumer must follow the steps listed below to file a direct complaint with Amazon and request redressal through its internal support system:
Step 1: Log in to Your Amazon Account
Use your registered email ID or mobile number to access your Amazon account. This step helps link your complaint to the exact order and ensures the support team has access to your purchase history.
Step 2: Visit the ‘Your Orders’ Section
Go to the ‘Your Orders’ section on the homepage. Select the specific order you want to raise a complaint for. This section displays the order status, delivery timeline, and available support options related to that item.
Step 3: Select the Relevant Issue
Click on “Problem with Order” or “Need Help.” Choose the exact problem from the given options—such as item not delivered, damaged product, or refund not received. This helps the system redirect your complaint to the concerned team.
Step 4: Contact Amazon Customer Support
After selecting the issue, reach out to Amazon’s customer support. Clearly explain the problem and provide all necessary details. This step ensures that the concerned team reviews your complaint and suggests the next course of action.
Step 5: Provide Supporting Evidence
If your complaint involves damage, wrong delivery, or refund issues, you must upload related documents. These may include product images, shipping details, or payment proof. This step helps Amazon verify your complaint and offer a fair resolution.
Step 6: Track Complaint and Follow-Up
After raising the complaint, you can track its status through the “Customer Service” section. If the issue remains unresolved after Amazon’s response, raise a follow-up using the same communication channel to demand action.
Step 7: Escalate to Amazon Grievance Officer
If Amazon fails to address your complaint after repeated follow-ups, escalate it through the Grievance Officer Contact Form available on the Amazon India website. Mention your order details, complaint number, and a short summary of the issue. The Grievance Officer holds responsibility for unresolved or delayed complaints.
If Amazon fails to resolve your complaint, you can escalate the issue through the formal consumer dispute redressal system in India. Follow the steps listed below to file a consumer complaint against Amazon:
Step 1: Draft a Formal Complaint
Write a complaint that includes your full name, contact details, Amazon order ID, the issue faced, and the action you expect. Mention all communication made with Amazon’s customer service, including dates. Avoid vague statements. State the facts clearly to help establish the nature and seriousness of your complaint.
Step 2: Keep the Following Documents Ready
Log in to the e-Jagriti portal and file your complaint along with the required documents listed below:
Each document supports your claim and gives the forum a complete view of the dispute.
Step 3: Send a Legal Notice to Amazon
Issue a legal notice to Amazon's registered office. Clearly explain the issue, mention previous efforts made to resolve it, and demand corrective action within 15 to 30 days. This step establishes your intent to approach the legal forum if the issue remains unresolved. It also acts as evidence that you gave Amazon a fair opportunity to respond.
Step 4: Choose the Correct Consumer Forum
Visit the official e-jagriti portal and determine which forum is eligible to hear your complaint based on the claim amount:
Step 5: Attend Hearings
After your complaint is accepted, the consumer forum issues a notice and schedules a hearing. Attend the sessions as required. Submit additional evidence or responses if asked. After reviewing all the facts, the forum makes a final decision.
Though you can raise your complaint through the consumer forum, the process often takes time, involves court visits, and may be costly. A better, faster, and easier way to resolve your issue is through Online Dispute Resolution (ODR).
Though the consumer forum offers a solution to your case, ODR is better. Listed below are the reasons to help you understand why you should choose ODR and not consumer forums:
Consumer forums often take months due to formalities and slow-moving hearings. ODR, on the other hand, resolves disputes digitally in just 21–30 days, eliminating unnecessary delays through real-time communication.
From legal notices to physical document submissions, the conventional complaint route is packed with complexities. ODR removes the clutter—just fill out an online form, upload evidence, and track the progress from your device.
Filing fees, lawyer charges, and repeat visits drive up costs in forum-based complaints. ODR platforms offer affordable, all-in-one solutions that cut expenses while maintaining legal validity.
Consumer forums usually require physical presence or legal representation during hearings. ODR handles everything virtually—through email, chat, or video call—so you resolve disputes without stepping out.
Both processes end with legally binding outcomes. But while forum orders may get delayed in enforcement, ODR's arbitral award is swift, final, and fully enforceable under Indian law.
Online Dispute Resolution (ODR) is the digital form of Alternative Dispute Resolution (ADR). It helps resolve legal disputes without visiting any physical court. ODR uses digital platforms such as email, video calls, and web portals. It provides lawful solutions for civil and commercial matters, including consumer and insurance complaints. The process saves time, cuts legal costs, and ensures easy access to justice. ODR includes three key methods those are as follows
Mediation is a voluntary process. A neutral third person called a mediator helps both parties communicate. The mediator listens to both sides, studies the facts, and suggests possible solutions. After this, the mediator takes the final decision. Mediation promotes mutual understanding and helps maintain relationships. The outcome depends on both parties agreeing to a fair solution. The process remains confidential and informal.
Arbitration is a structured legal process. A neutral person called an arbitrator examines the evidence, hears both parties, and gives a final decision. This decision is known as an arbitral award. It is legally binding and enforceable like a civil court order. Arbitration suits disputes related to claims, contracts, and compensation. It follows the provisions of the Arbitration and Conciliation Act, 1996.
An arbitrator can be a retired judge, senior lawyer, legal expert, or industry specialist with strong knowledge of the subject matter. Both parties may choose a single arbitrator or a panel, depending on the case. The arbitrator remains impartial and ensures that the hearing follows the law.
Negotiation is a direct discussion between both parties. They explain their concerns and seek common ground. The goal is to reach a solution that satisfies both sides. No third party is involved. The process remains flexible and allows open dialogue. Negotiation saves time and avoids legal complications.
ODR uses these ADR methods in a digital format. It ensures legal resolution without court appearances. The process supports speed, clarity, and cost-efficiency while complying with Indian laws. As per official reports, over one lakh consumers have used ODR platforms in India, with a success rate of nearly 70% in dispute resolution.
Yes, Online Dispute Resolution (ODR) is fully recognised under Indian law. It operates under the Arbitration and Conciliation Act, of 1996, which permits digital arbitration and conciliation. The final decision given through ODR holds the same legal force as a civil court judgment.
The Information Technology Act, of 2000 supports this by giving legal status to electronic records and digital communication used during the process. The Consumer Protection Act, 2019 also promotes the use of technology for faster dispute resolution.
Authorities like IRDAI, NITI Aayog, and even the Supreme Court of India support ODR as a valid and scalable solution for resolving civil and commercial disputes efficiently.
The steps to file a complaint against Amazon with ODR are as follows:
Begin the process by gathering all documents that support your complaint. This includes the Amazon order invoice, payment receipt, delivery status, product images in case of damage or defect, refund denial (if applicable), and records of communication with Amazon’s customer service. These documents help establish the issue clearly and provide a factual basis for the dispute.
Access a recognised Online Dispute Resolution platform, either the government’s official portal or a verified private provider such as Online Legal India. Fill in the complaint form with accurate personal and transaction details. Describe the issue precisely and upload all supporting evidence. Ensure the submission is complete and correct to avoid delays in the process.
Once your complaint is accepted, a neutral mediator is appointed. The mediator engages both you and Amazon through digital communication channels such as email, secure chat, or video conferencing. The mediator reviews the facts, facilitates structured dialogue, and works to reach a fair settlement within a defined time frame. The process remains impartial and confidential.
If the mediation process does not result in a settlement, the case may proceed to arbitration. This transition occurs under specific conditions, which are as follows:
The complaint must also fall within the statutory limitation period and be backed by all required documentation.
The arbitrator conducts the hearing and listens to both parties. Each side presents its claims, supporting documents, and arguments. The arbitrator examines the evidence and ensures that the process follows the provisions of the Arbitration and Conciliation Act, 1996. The proceedings remain fair, impartial, and legally valid throughout.
After examining all submissions, the arbitrator delivers a final award. This decision is legally binding and carries the same authority as a civil court decree. Both you and Amazon must comply with the ruling. If Amazon is found liable, corrective action is enforced as directed by the award, ensuring closure of the dispute.
Conclusion
To sum up, filing a complaint against Amazon ensures that consumers assert their rights under the Consumer Protection Act, of 2019. Whether the issue involves delivery failure, damaged products, or refund denial, legal remedies are available through both traditional and digital platforms. Among all options, the Online Dispute Resolution (ODR) system provides a faster, paperless, and cost-effective way to address e-commerce disputes. It allows consumers to resolve complaints without court visits and offers legally binding outcomes within a short period.
For professional support, Online Legal India stands out as a trusted ODR platform. Their legal experts offer end-to-end guidance, from complaint filing to arbitration enforcement. Choose their platform to protect your rights, avoid delays, and secure a timely resolution against Amazon with complete legal backing.
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