Step 1: ask in writing
Chat transcripts disappear; emails don't. Write to the company's support email with the order ID, what went wrong, what you want, and a deadline (7 days is reasonable). Keep screenshots of the product listing, payment and any promises made.
Step 2: the grievance officer (e-commerce)
Under the Consumer Protection (E-Commerce) Rules, 2020, every platform must have a grievance officer whose details are on the website (usually in the footer or "Grievance redressal" page). They must acknowledge within 48 hours and resolve within one month. Write to them directly if support doesn't help.
Airlines: refund, not credit shell
If an Indian airline cancels your flight, under DGCA rules you can choose a refund - a credit shell is your option, not the airline's. Refund timelines: 7 days for card payments, immediately for cash, 30 days when booked through an agent (the agent is responsible). If you cancel yourself, the fare rules apply but taxes and fees like the airport development fee are refundable.
Escalate through AirSewa (the government's aviation grievance portal).
Bank and card disputes
- Failed transactions (money debited, order not placed): RBI's turnaround-time rules require auto-reversal within set days, with compensation per day of delay.
- Merchant won't refund: raise a chargeback dispute with your card issuer; card networks have time limits, often around 120 days.
The National Consumer Helpline
Call 1915 or use the NCH app/website. It's a free pre-litigation step: NCH forwards your complaint to the company, and many companies respond quickly to NCH complaints.
The consumer commission
If nothing works: file a complaint before the District Consumer Commission (claims up to ₹50 lakh) online on e-Jagriti, within 2 years of the problem. You can file without a lawyer. You can claim the refund plus compensation for harassment and costs.
Write your refund request - it cites the rule for your case and gives you the escalation steps.