Delivery Problem
A package arrived damaged, late, incomplete, or never arrived at all.
What this generally means
Delivery failures are typically the responsibility of the seller or platform you ordered from, even if a third-party courier is involved.
Your journey
You Are Here
You're trying to understand what to do about a delivery problem. That's a good first step.
Understand Issue
Read through what this situation generally means and what your options are.
Gather Documents
Collect the evidence and paperwork that will support your case.
Contact Resource
Reach out to the most relevant authority, helpline, or legal aid service.
Escalate If Needed
If the first contact doesn't resolve things, escalate to a higher forum or authority.
Follow Up
Track your complaint's status and keep records of every response you receive.
Common next steps
- 1Check the tracking status and delivery confirmation.
- 2Report the issue to the seller/platform within their stated window.
- 3Request a replacement, refund, or compensation.
- 4File a consumer complaint if the platform doesn't resolve it satisfactorily.
Useful documents
- Order confirmation and tracking ID
- Photos of damaged package/contents
- Delivery timestamp records
- Communication with seller/platform
Relevant authorities
- National Consumer Helpline
- District Consumer Disputes Redressal Commission
Frequently asked questions
Who is responsible — the seller or the courier?+
As a consumer, you can generally hold the seller or platform responsible, since they chose the delivery partner.
What if the order shows 'delivered' but I never received it?+
Report this immediately with photos of your doorstep/mailbox area and request an investigation from the platform.
Verified resources
National Consumer Helpline (1915)
Toll-free helpline (8AM-8PM) for consumer grievances on products, services, refunds, and e-commerce. Also reachable via SMS/WhatsApp on 8800001915, or the alternate toll-free number 1800-11-4000.
e-Daakhil Portal
NCDRC's online portal to file consumer complaints electronically without visiting a forum in person, now operational across all states and UTs.