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This portal is designed to provide a seamless and efficient channel for buyers on the ONDC network to report and resolve any issues or concerns you may encounter.
ONDC is committed to providing a responsive and effective grievance redressal service.
File a complaint with the app / website through which you placed your order (hereafter called “Buyer App”). If you haven't already filed a complaint, you can use the contact details of the Buyer Apps from the table below.
Upon filing a complaint, the Buyer App will provide you with a ticket number for your complaint, and an estimated time to resolve your complaint.
The Buyer App will then work with the seller and other parties to resolve your issue within that promised time.
You may be asked to provide some additional information (such as photos or screenshots) in order for your complaint to get resolved quickly. So be sure to check your app/ email/ messages/ phone-calls for the same.
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When you file a complaint, the Buyer App will first acknowledge your complaint, and contact the seller and the platform that the seller uses (known as the Seller App), and give you a promised time to resolve the complaint. By law (under the E-commerce Rules 2020), the Buyer App must provide you with this response within 48 hours from you filing the complaint.
The Buyer App will then work with the seller, Seller App and other parties such as the delivery partners, to try to resolve your issue within the promised time.
Typically, in the case of product or delivery related issues, the seller or Seller App will be responsible for resolving your complaint, while the Buyer App only facilitates the coordination and information exchange for complaints resolution.
If your complaint pertains to a defective/ damaged/ wrong product or deficient service, typically, any refund or replacement that you are offered may depend on the seller and/or Seller App and/or delivery agent performing their own independent investigation into the matter.
As far as possible, the seller and Seller App will not reach out to you directly. All their communication with you bill through the Buyer App, unless there is a specific reason for them to contact you directly.
In any case, by law (under the E-commerce Rules 2020), your complaint has to be resolved within 30 days from you filing it. So if the Buyer App has not communicated a resolution or closure to you within 30 days
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You can escalate the issue to ONDC by using the “Raise complaint to ONDC” button below in any of the following cases after raising an issue to the Buyer App:
If the Buyer App has not responded to your issue for more than 48 hours since you filed the complaint
If your issue remains unresolved even after the timeline that the Buyer App had committed has expired
If your complaint has remained unresolved for more than 30 days.
ONDC will take up the matter and ensure your complaint is resolved as soon as possible.
For details about how the grievance redress process will work, and the roles and responsibilities of the Buyer App, Seller App and ONDC, see our note on consumer grievance redress management
Once you have escalated the complaint to ONDC, you can use the “Track your complaints” button below to check the current status of the complaint. You will also receive updates on your email ID whenever there is an update on your complaint. (if registered by you during the complaint submission)
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Showing Buyer Apps with more than 10K orders on ONDC Network and subsequently in alphabetical order
You can raise your complaint on the ONDC Grievance Portal. Please ensure that you provide the ticket number issued by the Buyer App along with the complaint. Alternatively, you can file a ticket through the National Consumer Helpline. Please make sure you include the name of the Buyer App in your complaint.
When you file a complaint with the Buyer App, they will issue a ticket number (sometimes called complaint number) to you. That number has to be quoted in your complaint to ONDC. All Buyer Apps are mandated to issue ticket numbers for complaints according to the ONDC Network Policy.
Since you placed your order through the Buyer App, you must first raise the complaint with the Buyer App, and give the Buyer App (and other parties involved) an opportunity to investigate and resolve the issue. The ONDC Network Policy mandates the Buyer App (in coordination with the Seller App) to convey clear resolution timelines to the consumer once the consumer has filed a complaint. If you do not receive the resolution within the promised timeline, the issue can be raised to ONDC for closure.
You can raise the complaint to ONDC, through ONDC Grievance Portal. ONDC will then work with the Buyer App, Seller App and seller to get your complaint resolved. After this, if you are still unhappy with the resolution provided, you may approach any of the ODR service providers listed on the ONDC website. You may also approach the consumer courts for relief under the existing laws, should you wish to.
All Network Participants are mandated to resolve complaints within the timelines specified by the applicable laws. Typically, for e-commerce transactions, under the Consumer Protection (E-commerce) Rules 2020, the maximum time to respond to a complaint is 48, and the maximum time to resolve the complaint is 30 days. The ONDC Network policy reiterates this obligation. If the Buyer App has given a timeline that is longer than what is stated in the applicable laws, you can file a complaint with ONDC. ONDC will then work with the Buyer App to ensure your complaint is resolved within the time limits specified by the law.
The grievance process provided by ONDC does not, in any way, diminish the consumer’s right to seek relief through the courts or alternative dispute resolution (ADR), such as mediation or arbitration. If you are not satisfied with the resolution provided, you are free to approach the consumer courts for relief under the existing laws. Once the matter is referred to the courts, the matter will be resolved through the due process under the applicable law (e.g.: Consumer Protection Act, BIS Act etc).
That said, ONDC makes every effort to ensure that the customer gets a timely resolution without having to go to the courts, because the courts can take a long time to decide a matter. For that same reason, ONDC also provides a list of empanelled Online Dispute Resolution service providers on its website, if you want to opt for mediation/ conciliation/ arbitration, instead of going to the courts.
Status of Complaints received as on 30-04-2025 since 22nd August 2024
Complaints Reported
| Year | Complaints |
|---|---|
| 2024 | # |
| 2025 | # |
| Total | # |
Status of Complaints
| Work in Progress | Pending at Customer | Resolved |
|---|---|---|
| # | # | # |
Work in progress:Complaints are being worked upon in coordination with Buyer app
Pending at customer:Missing information awaited from customer for complaint resolution
Resolved: Complaints closed with resolution or due to unavailability of required information for 15 days
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