Non-Delivery Is Now India's No. 1 Online Shopping Complaint: What 5.1 Lakh Complaints in 2025 Tell Us
About 5.1 lakh e-commerce complaints in 2025 — and “product not delivered” is now the biggest category. What the data says.
By CheckMyOrder Editorial TeamPublished Last reviewed 3 min read
Quick answer According to a Lok Sabha reply reported in August 2026, the National Consumer Helpline (NCH) received about 5.1 lakh complaints about e-commerce and quick-commerce platforms in 2025 — up roughly 16% from 4.4 lakh in 2024 and more than double 2.2 lakh in 2021. "Non-delivery of products" was the largest category (79,818), ahead of wrong products (75,426). If your parcel hasn't arrived: check the real status on CheckMyOrder, complain to the shop in writing, then call 1915.
हिंदी में: 2025 में नेशनल कंज़्यूमर हेल्पलाइन पर ई-कॉमर्स की करीब 5.1 लाख शिकायतें आईं। सबसे ज़्यादा शिकायतें "सामान डिलीवर नहीं हुआ" (79,818) की थीं।
The numbers
| Year | E-commerce complaints on NCH |
|---|---|
| 2021 | ~2.2 lakh |
| 2024 | ~4.4 lakh |
| 2025 | ~5.1 lakh (+16%) |
| 5 years total | nearly 20 lakh |
Source: Lok Sabha written reply by the Minister of State for Consumer Affairs, as reported by MediaNama (Aug 2026).
In 2023-24, e-commerce made up 36.1% of all grievances registered on the helpline — more than any other sector.
What people complained about in 2025
| Category | Complaints (2025) |
|---|---|
| Non-delivery of products | 79,818 |
| Delivery of wrong products | 75,426 |
| Money debited without consent | 12,614 |
In 2021 and 2022 the top complaint was refunds not paid. By 2025, not receiving the product at all had moved to the top.
What this means (our reading)
- Online shopping has grown faster than delivery networks. India now has 290–300 million online shoppers (Bain & Flipkart, 2026), with most new shoppers in Tier-2 and smaller towns, where last-mile delivery is hardest.
- "Delivered" isn't always delivered. Many non-delivery complaints start with a parcel marked delivered that the buyer never got — wrong house, a neighbour, or a fake delivery scan.
- Complaint counts follow order volume. Bigger platforms get more complaints simply because they ship more — so raw counts aren't a ranking of service quality.
- The fix starts with information. Many complaints could be resolved faster with a clear tracking status and a written ticket at the right place.
If your order hasn't arrived: what actually works
- Check the real status — paste the tracking number into CheckMyOrder. Is it in transit, out for delivery, returned (RTO) or "delivered"?
- Stuck? Follow the day-by-day plan in parcel stuck in transit.
- "Delivered" but not with you? Do these steps the same day.
- Complain to the shop in writing from the order page. Under the E-Commerce Rules, 2020, they must acknowledge in 48 hours and resolve within a month.
- Escalate to the NCH — call 1915 or file at consumerhelpline.gov.in. It's free. Lost for good? See lost parcel compensation.
For journalists and researchers
You're welcome to cite this page. For our own data on how Indians track parcels — couriers, formats and statuses — see the India Courier Tracking Report 2026.
FAQ
What is the most common online shopping complaint in India?
In 2025, "non-delivery of products" — 79,818 complaints on the National Consumer Helpline — followed closely by wrong products delivered (75,426).
How many e-commerce complaints were filed in 2025?
About 5.1 lakh on the National Consumer Helpline, up around 16% from 2024.
Is the National Consumer Helpline free?
Yes. Call 1915 or file online at consumerhelpline.gov.in.
Sources
- MediaNama (Aug 2026) — 20 lakh complaints against e-commerce platforms in 5 years; 2025 categories (Lok Sabha reply AU4041, MoS B L Verma)(opens in a new tab)
- MediaNama (Jul 2025) — e-commerce was 36.1% of all NCH grievances in 2023-24(opens in a new tab)
- PIB — National Consumer Helpline refunds (2025)(opens in a new tab)
- Bain & Company / Flipkart — How India Shops Online 2026 (290–300 million online shoppers)(opens in a new tab)