Back to BlogsConvenience of online payments and availability of a wide range of goods have made online shopping more and more popular. People are regularly buying fruits and vegetables, groceries, consumables, clothes, electronics etc. online. Even people with minimum literacy are able to easily use online payment modes like UPI and e-wallets through mobile numbers and QR codes to make and receive payments. Apart from the convenience, consumers sometimes get great bargains when shopping online. However, it is important for you to know and exercise your Consumer Rights and be always cautious to safeguard yourself.
Know your Rights as an online shopper
- Your rights as a consumer are protected by the Consumer Protection Act 2019 and E-Commerce Rules for Online Consumers’ Protection even when you shop for goods and services online from e-commerce platforms.
- You should know that all e-commerce portals have to display the name, contact details, and designation of an appointed grievance officer for complaints redressal.
- Any complaints have to be redressed within one month. For unresolved complaints, you can approach the consumer court or the Central Consumer Protection Authority (CCPA).
Some problems which could occur with online shopping
At times you may face problems while shopping online which could lead to hassle and disappointment.
- Non-delivery of products
- Delivery of substandard/defective products
- Hidden charges
- Credit/debit card fraud
- Some products are not returnable
- Return period is very short for some products
- Issues with after sales services
- Contact details of vendor not on website
- No response to complaints
- No service centre nearby
- Product returns to be made at your own cost
Do’s and don’ts for online shoppers
To avoid unwanted experiences in shopping online, it is advisable to exercise abundant caution while shopping.
- Be cautious of using public computers or unsecure Wi-Fi connection
- Buy from a reputed e-commerce portal or website
- Check for padlock sign and https in URL to ensure website is secure
- Check manufacturer’s warranty
- Check buyer reviews for the product and the seller
- Explore extensively to get the best price but don’t buy a product just because it is on sale
- Look for any hidden costs like delivery charges before making a choice
- Read terms and conditions on Repair, Replacement and Refund carefully
- If available you can opt for cash on delivery
- Always keep proof of transaction details of online payment
- Use a separate credit card of lesser value for online shopping
- In case of a failed order but successful bank transaction, contact company’s customer care department and bank/credit card company immediately
- Change passwords periodically
What to do if you have a complaint
If you have a problem with a purchase made online, address the issue immediately. Most portals have helpdesks/customer care departments. Seek redressal on the shopping portal. You should also:
- Contact call centre/customer care department of the company by email or phone
- If needed, escalate the complaint to a higher authority
- Post a complaint on social media like Facebook, X (Twitter)
- Ask a consumer organisation to mediate
- File a case in consumer court against the company
- In case of credit/debit card fraud, go to police cybercrime cell
Please feel free to contact Consumer Education and Research Centre (CERC) for help if you have faced any consumer grievance while shopping online.
Consumer Education and Research Centre
“Grahak Suraksha Kendra”, 801, Sakar 2, Ellisbridge, Ahmedabad – 380006
Email – complaints@cercindia.org
Helpline – 1800 233 0332 (Monday – Friday, 10:00 to 5:30)