If you want to file a consumer complaint against an online retailer in India, you can follow these steps:
Gather Information: Collect all relevant information and documents related to your complaint, including order details, payment receipts, correspondence with the retailer, and any evidence of the issue you are facing (e.g., defective products, late deliveries, non-refundable payments).
Attempt to Resolve the Issue: Before filing a formal complaint, try to resolve the issue with the online retailer through their customer service channels, such as email, chat, or phone. Keep records of your communication for reference.
Contact Consumer Support: If your issue remains unresolved, you can contact the National Consumer Helpline (NCH) at 1800-11-4000 or 14404 (toll-free) for guidance and assistance. They can provide information on your consumer rights and how to proceed with your complaint.
Write a Formal Complaint Letter: If the retailer does not address your complaint satisfactorily, you can write a formal complaint letter to the retailer’s customer service department. Be clear and concise in explaining your issue, detailing your attempts to resolve it, and stating your expectations for resolution.
File a Complaint with the Consumer Forum: If the retailer does not respond or resolve the issue within a reasonable timeframe, you can consider filing a complaint with the appropriate consumer forum. In India, consumer complaints can be filed online through the Consumer Online Resource and Empowerment (CORE) portal, which is a platform for filing and tracking consumer complaints.
Follow Up: After filing your complaint, you will receive a reference number. Use this reference number to track the status of your complaint on the CORE portal. The consumer forum will review your case and take appropriate action, which may include issuing notices to the retailer.
Attend Hearings (if required): If the consumer forum deems it necessary, they may schedule hearings to resolve the dispute. Be prepared to attend these hearings and present your case.
Await Resolution: The consumer forum will make a decision based on the evidence and arguments presented. If they rule in your Favor, they may order the retailer to compensate you for your losses or take other appropriate actions.
Please note that the process may vary depending on the specific circumstances and your location within India. It’s advisable to seek legal advice or assistance from consumer protection organizations if you encounter difficulties in resolving your complaint.
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