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About this tool
Draft a notice and complaint for a missing, damaged, wrong or undelivered online order, with the right consumer forum and the limitation date.
This tool drafts the two documents an online shopper actually needs when an order goes wrong: the notice that has to reach the platform and seller first, and the outline of a complaint under the Consumer Protection Act 2019 if that notice is ignored. It picks the right consumer commission from the consideration paid — the District Commission up to Rs 50 lakh, the State Commission up to Rs 2 crore and the National Commission above that, as Section 34(1) and the Jurisdiction Rules 2021 provide — and checks the two-year limitation in Section 69(1). It covers parcels marked delivered but never received, short or damaged deliveries, wrong or counterfeit items, and refunds that never arrive.
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Pecuniary jurisdiction is taken from the consideration paid, not the compensation claimed, which is the change the 2019 Act made.
The last date to file is calculated from the cause of action, and a delay is flagged as needing Section 69(2) condonation.
The notice creates the paper trail a commission expects to see, and the outline lists the facts, documents and reliefs to plead.
Before the District Consumer Disputes Redressal Commission if the consideration paid does not exceed Rs 50 lakh, the State Commission above that up to Rs 2 crore, and the National Commission above Rs 2 crore. Section 34(2)(d) of the Consumer Protection Act 2019 lets you file where you reside or personally work for gain, so an online buyer can file at home rather than at the seller's city.
Two years from the date the cause of action arose, under Section 69(1) of the Consumer Protection Act 2019. A complaint filed later can still be entertained if the Commission condones the delay under Section 69(2) for sufficient cause recorded in writing, but that is a discretion, not a right.
Refusing to take back defective goods or to withdraw a deficient service and refund the consideration within the stipulated period — or within thirty days where no period is stipulated — is an unfair trade practice under Section 2(47) of the Consumer Protection Act 2019. Delivering a damaged, short or wrong order is separately a deficiency in service under Section 2(11).
No. A consumer may appear in person, complaints can be filed online through the e-Daakhil portal, and no fee is payable where the value of the goods or services and the compensation claimed is up to Rs 5 lakh under the Consumer Disputes Redressal Commissions Rules 2020. For a claim of real value it is still worth having a lawyer settle the pleadings; this tool is informational and is not legal advice.