When a seller or online platform will not pay your refund: three drafts

Banthry Prep. General information, not legal advice. Fill the blanks, remove what does not apply, and have a lawyer check the

final text where you can. References are to the Consumer Protection Act, 2019 (CPA), the Consumer Protection (E-Commerce)

Rules, 2020 (E-Commerce Rules) and the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 (CDRC Rules).

Before you start, keep: the order page, invoice, payment proof (UPI / card / bank statement), return pickup receipt or

tracking, every email and chat with the seller or platform, screenshots of the refund status, and copies of everything you send.

The order of steps is a habit, not a legal condition. The Act does not require a notice or a helpline complaint before you go to

the Consumer Commission. They help because they create a record and often settle the matter.

Rules worth quoting to the seller. A marketplace seller (r.6(3)) or a platform selling its own stock (r.7(4)) may not refuse to

take back goods or refund the price if the goods are defective, deficient or spurious, not as advertised or agreed, or delivered late

from the stated delivery schedule (a proviso deals with late delivery caused by force majeure). Accepted refunds must be paid within a

reasonable period of time (r.4(10)).

Draft 1: Complaint to the platform's grievance officer (rule 4(5))

Send through the grievance officer's email or form shown on the platform. Save the acknowledgement.

To: The Grievance Officer, [Platform name]

Subject: Refund not paid for order [Order ID], returned on [date]

1. I placed order [Order ID] on [date] for [item], and paid Rs [amount] by [mode, transaction ID].
2. [The item was defective / not as described / delivered late / I returned it under your return policy.] The return was picked up on [date] (pickup / tracking no. [ ]). [The refund was approved on [date].]
3. As of today, [date], the refund of Rs [amount] has not reached me. Screenshots of the order and refund status are attached.
4. Under rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, please acknowledge this complaint within 48 hours and resolve it within one month. Please pay the refund to my original payment method and confirm the transaction reference.

[Name], [registered phone / email]

Draft 2: Written notice to the seller

Send by email and, if you can, by Registered Post or Speed Post. Keep the receipt and tracking printout. Copy the platform.

To,

[Seller name, as on the invoice], [Seller address / GSTIN as on the invoice]

Copy: [Platform name], Grievance Officer

Date: [DD/MM/YYYY]

Subject: Notice for refund of Rs [amount], order [Order ID]

1. I bought [item] from you through [platform / your store] on [date] for Rs [amount] (invoice no. [ ]).
2. [Describe the problem: defective / spurious / not as advertised / delivered late / returned on [date] under the return policy.]
3. I asked for the refund on [dates and channels]. The refund has not been paid. [Reply received, if any.]
4. Not refunding the price in these circumstances is a deficiency in service and an unfair trade practice under the Consumer Protection Act, 2019, and is contrary to [rule 6(3) / rule 7(4)] and rule 4(10) of the Consumer Protection (E-Commerce) Rules, 2020.
5. Please pay Rs [amount] to [original payment method / bank details] within [number] days of receiving this notice. If you do not, I will approach the National Consumer Helpline and file a complaint before the District Consumer Commission for the refund with interest, compensation and costs.

[Signature]

[Name], [Address], [Phone], [Email]

Draft 3: Complaint to the District Consumer Commission (section 35 CPA), outline for e-Jagriti

e-Jagriti asks for the details below in its forms and lets you upload the complaint and documents. Check the portal's current

format; filing practice can vary by Commission.

Which Commission. The District Commission hears complaints where the value of goods or services paid as consideration is up

to Rs 50 lakh (Consumer Protection (Jurisdiction ...) Rules, 2021). You may file where you live or personally work for gain

(s.34(2)(d)), or where the seller or platform carries on business or has a branch, or where the cause of action arose (s.34(2)(a) to (c)).

Fee. Nil where the consideration paid is up to Rs 5 lakh (CDRC Rules r.7). Above that the table rises in steps (Rs 200 up to

Rs 10 lakh, Rs 400 up to Rs 20 lakh, Rs 1,000 up to Rs 50 lakh). Check the current table on e-Jagriti.

Time limit. Within two years from the date the cause of action arose (s.69(1)). A late complaint needs an application showing

sufficient cause for the delay (s.69(2)).

Lawyer. Not required. You may appear in person; the Commission "shall not insist upon the parties to engage advocates"

(Consumer Protection (Consumer Commission Procedure) Regulations, 2020, reg 26(4)).

BEFORE THE DISTRICT CONSUMER DISPUTES REDRESSAL COMMISSION, [DISTRICT]

[Name], [Address], [Phone], [Email] ... Complainant

versus

1. [Seller name and address, as on the invoice] ... Opposite Party No. 1
2. [Platform legal name and address, from its website's legal / grievance page] ... Opposite Party No. 2

COMPLAINT UNDER SECTION 35 OF THE CONSUMER PROTECTION ACT, 2019

1. Parties. The complainant is a consumer who bought [item] for Rs [amount] for personal use. Opposite Party 1 is the seller; Opposite Party 2 runs the e-commerce platform through which the sale took place.
2. Facts. [Order date, amount, payment reference; the problem; return pickup date; refund approval, if any; every follow-up with dates.]
3. Steps taken. Complaint to the grievance officer on [date] (ticket [ ]); notice to the seller on [date] (postal receipt [ ]); National Consumer Helpline docket [ ] dated [ ]. [Replies, if any.]
4. Deficiency / unfair trade practice. Refusing or delaying the refund of the price paid for goods that were [defective / not as described / delivered late / returned] is a deficiency in service (s.2(11)) and an unfair trade practice (s.2(47)), and is contrary to rules [6(3) / 7(4)] and 4(10) of the E-Commerce Rules.
5. Jurisdiction. The consideration paid is Rs [amount], within this Commission's limit. The complainant resides / works for gain at [place], within this Commission's local limits (s.34(2)(d)).
6. Limitation. The cause of action arose on [date the refund fell due / was refused] and continues. The complaint is within two years (s.69).
7. Relief sought (s.39(1)). a. Refund of Rs [amount] with interest at [ ]% a year from [date] (s.39(1)(c)). b. Compensation of Rs [ ] for the loss and harassment suffered (s.39(1)(d)). c. Costs of Rs [ ]. d. Any other order the Commission thinks fit.

Place: [ ] Date: [ ]

[Signature of complainant]

Attach: invoice; payment proof; order and refund-status screenshots; return pickup receipt / tracking; grievance officer

complaint and acknowledgement; notice to the seller with postal receipt; helpline docket; all replies; ID proof; affidavit below.

Affidavit (short form)

I, [Name], [age], resident of [Address], state on oath:

1. I am the complainant and know the facts of this case.
2. The facts in paragraphs 1 to 7 of the complaint are true to my knowledge, and the attached documents are true copies.

Deponent: [Signature]

Verification: Verified at [place] on [date] that the contents above are true and correct to my knowledge, and nothing material is

concealed.

Sources: Consumer Protection Act, 2019, ss.2(11), 2(47), 34, 35, 39, 69; Consumer Protection (E-Commerce) Rules, 2020, rr.4(4),

4(5), 4(10), 6(3), 7(4); CDRC Rules, 2020, r.7; Consumer Commission Procedure Regulations, 2020, reg 26(4); PIB, Department of

Consumer Affairs, 23 December 2025 and January 2026 (e-Jagriti, National Consumer Helpline).

Banthry Prep · banthry.in · General information, not legal advice.