E-commerce companies have emerged as the biggest contributors to consumer refund disputes, more than more ₹36 million or nearly 70% of it ₹The National Consumer Helpline (NCH) has provided 52 million refunds in the last nine months.
Figures released by the Department of Consumer Affairs on Tuesday showed that between April 25, 2025 and January 31, 2026, NCH allowed refunds of ₹52 crore across 31 industries by resolving 79,521 consumer complaints related to refund claims. The e-commerce sector alone accounted for 47,743 complaints and ₹36.79 lakh compensation.
Travel and tourism followed, with reimbursements exceeding ₹4.16 crore on 5,149 complaints. Other key sectors included agency services ( ₹1.53 crore), electronic products ( ₹1.45 crore) and General Insurance ( ₹1.18 billion crowns). The five main sectors together accounted for more than 85% of the total amount returned in the period.
Citing a case study, the ministry said a consumer who purchased an item from an e-commerce platform faced repeated rescheduling of the delivery date and the company failed to refund the payment despite several follow-ups. After NCH intervened, the refund was processed immediately, she said.
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“System problems persist”
Consumer rights groups said the data highlighted systemic problems with online transactions, including delayed deliveries, non-refunds for canceled orders and inadequate handling of complaints by platforms. “The fact that almost 70% of facilitated refunds are related to e-commerce indicates that compliance gaps remain significant in the sector,” said Ashim Sanyal, CEO of Consumer Voice, a consumer advocacy organization.
According to a senior government official, the refund figures reflect both the scale of digital commerce in India and the growing willingness of consumers to assert their rights. “Complaints have been reported not only from metropolitan cities but also from smaller towns and remote regions, indicating the increasing penetration and availability of the helpline,” said the official.
The growing volume of refund disputes in e-commerce is also in line with the Centre’s broader enforcement through the Central Consumer Protection Authority (CCPA), which has stepped up action against unfair trade practices and misleading conduct in digital marketplaces, the official added.
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Consumer Affairs Minister Nidhi Khare told Mint that the NCH’s pre-litigation order has helped many consumers get timely help. “The National Consumer Helpline plays a key role in resolving disputes at the pre-litigation stage. By facilitating timely resolution and refunds, we reduce the burden on consumer courts while enhancing confidence in the system,” the secretary said.
In a written reply in the Lok Sabha, Minister of State for Consumer Affairs BL Verma said that as of January 2026, 574,333 cases were pending in various consumer forums, even as the government took steps to expedite cases through digital platforms and virtual hearings. These included 16,382 cases pending before the National Consumer Disputes Commission1, Disputes Redressal Commissions22 and 12,436,029 before the District Consumer Disputes Redressal Commissions.
The NCH was established in August 2005 by the Department of Consumer Affairs to advise consumers and facilitate the resolution of complaints. It acts as a single access point to register consumer complaints in 17 languages. Consumers can file complaints through toll free number 1915, WhatsApp and SMS (8800001915), email, NCH mobile app, web portal, INGRAM platform and UMANG app.
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