E-commerce firms drive 70% of ₹52 crore consumer refunds via national helpline over nine months

E-commerce companies have emerged as the largest contributors to consumer refund disputes, accounting for over ₹36 crore or nearly 70% of the ₹52 crore of refunds facilitated through the National Consumer Helpline (NCH) in the past nine months.

Data released by the department of consumer affairs on Tuesday showed that between 25 April 2025 and 31 January 2026, the NCH facilitated refunds amounting to ₹52 crore across 31 sectors by addressing 79,521 consumer complaints related to refund claims. The e-commerce sector alone accounted for 47,743 grievances and ₹36.79 crore of refunds.