ONLINE SHOPPING REFUND COMPLAINT
Complaint to the grievance officer for a refund on an online order
Date: 1 April 2026, at Ludhiana
I am sending this by registered post with acknowledgement due. I am also emailing a copy to grievance.officer@examplemart.example.com.
To: The Grievance Officer, ExampleMart Online Pvt Ltd, Plot 21, Industrial Area Phase 1, Chandigarh 160002; with a copy to the seller, Sunrise Traders, Ludhiana
From: Gurpreet Singh Dhillon, House No. 88, Urban Estate Phase 2, Patiala 147002 (email gurpreet.dhillon@example.com, telephone +91 98150 47731)
Subject: Refund of order OD2310045 for a wireless speaker, returned on 2 November 2026
Sir or Madam,
- 1. My order. I placed order OD2310045 placed on 20 October 2026 on your platform. A Bluetooth wireless speaker, model BX-200, in black, as described on the product page.
- 2. What I paid. I paid ₹3,499 (Rupees Three Thousand Four Hundred and Ninety Nine only) by UPI payment on 20 October 2026.
- 3. What went wrong. The goods were never delivered, although the order page shows them as delivered or on the way. The speaker arrived on 26 October 2026 with a cracked casing and no sound from the left channel. I raised a return on 27 October, a pickup was done on 2 November 2026, and the refund of 3,499 rupees has still not been credited.
- 4. What I have already done. My complaint on your platform is ticket 7734021 raised on 5 November 2026. I chatted with support on 5 and 9 November 2026 and was told twice that the refund would come in 5 to 7 days.
- 5. What I require. Within seven days of receiving this complaint: (a) refund ₹3,499 (Rupees Three Thousand Four Hundred and Ninety Nine only) in full, with any delivery or handling charge I paid, to the same account or method I paid from; (b) confirm the refund to me in writing, with the date and the transaction reference; and (c) tell me in writing the name of the officer handling this complaint.
- 6. If you do not. Under the consumer protection rules for e-commerce, a platform must have a grievance officer who acknowledges and settles complaints within set times. If I do not receive the refund, I will register the complaint with the National Consumer Helpline and file a consumer complaint before the District Consumer Commission, and I will ask for interest, compensation and costs. This letter does not waive any of my rights.
ENCLOSURES
- 1. Screenshot of the order page. 2. Payment confirmation. 3. Photographs of the damaged item. 4. Chat transcripts of 5 and 9 November 2026.
LEGAL BASIS
Punjab and Chandigarh: The Consumer Protection (E-Commerce) Rules, 2020, made under the Consumer Protection Act, 2019, require an e-commerce platform to display the name and contact details of a grievance officer and to acknowledge and redress consumer complaints within the times the Rules state, and they bar the platform from refusing to take back goods or refund the price where the goods are defective, deficient, not as described or delivered late. A consumer who bought goods for consideration may complain to the District Commission under the Act, within two years of the cause of action, and may also register the complaint with the National Consumer Helpline. No fee is payable on this letter.