What to do if my online order is fraudulent? A Q&A Legal Guide

Frequently Asked Questions on E-commerce Fraud

Q1. I ordered a product but received a fake item. What is my first step?

A. Immediately document the unboxing. Contact the seller and the e-commerce platform's grievance officer quoting your order number and attaching images. Under the Consumer Protection (E-commerce) Rules, platforms must acknowledge complaints within 48 hours.

Q2. The platform is refusing a refund, saying it's the seller's fault. Are they right?

A. No. E-commerce entities have 'fallback liability'. If a registered seller fails to deliver as promised and causes loss to the consumer, the platform can be held liable under the new e-commerce rules in India.

Q3. Can I file a police complaint for a fake product?

A. Yes. If you suspect criminal fraud (e.g., the website itself was fake or ran away with your money), you should file a complaint on the National Cyber Crime Reporting Portal (cybercrime.gov.in) alongside any consumer court action.

Q4. How long do I have to file a consumer complaint?

A. You generally have exactly two years from the 'cause of action' (the date the fake product was delivered or the refund was refused) to file a case in the District Consumer Disputes Redressal Commission.