Consumer Protection (E-Commerce) Rules, 2020 explained: what online platforms must do
Updated 2026-10 · General information, not legal advice.
The Consumer Protection (E-Commerce) Rules, 2020 set duties for online marketplaces and sellers. Quoting them in your complaint shows the company you know its obligations.
When to use this
- An online order, refund or cancellation went wrong
- You cannot find a grievance officer or get no reply
- A listing hid the seller, price or return terms
Step by step
- 1
Find the grievance officer
Platforms must display the name and contact details of a grievance officer. Write to that person with your order details.
- 2
Use the time limits
The platform should acknowledge the complaint within 48 hours and resolve it within one month.
- 3
Check the listing details
Sellers and platforms must show clear details such as the seller's name and address, total price and return and refund terms.
- 4
Escalate
If there is no fix, go to the National Consumer Helpline (1915) and then the Consumer Commission at e-Jagriti.
Key facts
- Acknowledge within 48 hours, resolve within one month
- Platforms must show grievance officer details
- Keep screenshots of the listing and your order
Get your free action plan
Tell us what happened. We show your options, draft the letters and track every deadline.
Download the one-page checklist (PDF) (opens in a new tab)
Share on WhatsApp (opens in a new tab)Common questions
Do these rules apply to every online seller?
They apply to online marketplaces and sellers selling to Indian consumers; check the rules for exceptions.
Where do I escalate?
The National Consumer Helpline, then the Consumer Commission.