How to File a Complaint Against Amazon (2025 Guide)
1. What Types of Complaints You Can File Against Amazon
Amazon users commonly face issues related to delayed deliveries, wrong products, refund delays, fake items, or unresponsive customer support. Understanding your complaint type helps you choose the correct resolution channel and speeds up your outcome. Since Amazon handles millions of orders daily, categorizing your problem properly ensures faster review by the grievance team.
You can file complaints against Amazon for the following issues:
- Late delivery, no delivery, or parcel marked “delivered” but not received
- Wrong, damaged, defective, or fake products delivered
- Refund not issued even after product return
- Return request rejected without reason
- Seller fraud, price manipulation, or misleading product listings
- Payment deducted but order not placed
- Customer support not resolving your issue
If any of these issues remain unresolved after contacting Amazon, you may escalate through NCH, Consumer Court, or email grievance channels later in this guide.
2. How to File a Consumer Complaint Against Amazon Online
Amazon provides a simple online grievance system through the “Customer Service” section, where users can select their issue type and request a resolution. This method is the fastest because it connects your complaint directly to your order ID and seller details. Users often receive refunds, replacements, or investigation updates within 24–48 hours.
Steps to file a complaint on Amazon online:
- Open the Amazon app or website → Go to Help & Customer Service
- Select Your Orders → Choose the order causing the issue
- Pick the complaint category (refund, replacement, payment issue, etc.)
- Select Chat/Call Support and submit the complaint
What happens after filing?
- Amazon assigns a ticket ID
- The support team reviews order history, seller activity, and delivery logs
- You receive a resolution timeline and follow-up notifications
Use this option first, as it resolves 90% of complaints without external escalation.
3. How to File an Amazon Delivery Complaint for Late or Missing Orders
Delivery complaints are the most common issues users face, especially during festive seasons or Amazon sales. If your package is delayed or marked as delivered but missing, Amazon verifies delivery logs, GPS tracking, OTP records, and courier partner reports. Filing the complaint early increases your chances of receiving a refund or replacement quickly.
File a delivery complaint for:
- Order delayed beyond expected date
- Order marked “delivered” but not received
- Delivery boy attempted delivery but did not visit
- Incorrect delivery OTP used
- Neighbor or guard received it without permission
How to file the delivery complaint:
- Open Your Orders → Problem with order
- Select Where’s my stuff? or Item not received
- Amazon investigates through delivery partner
- You may be asked to confirm address, delivery time, or OTP details
In most cases, Amazon resolves missing delivery complaints within 2–5 working days, depending on courier partner verification.
4. How to Raise a Complaint for Wrong, Damaged, or Fake Products
Receiving a wrong, defective, or counterfeit product is a major concern for Amazon users, especially during high-sale periods. Amazon encourages customers to report such issues quickly so they can verify evidence, contact the seller, and arrange a refund or replacement. Filing the complaint within the return window ensures the fastest resolution.
You should raise this complaint if your product:
- Arrives broken, damaged, used, or tampered
- Is not the same as shown in the listing
- Appears fake, counterfeit, or unsafe
- Has missing parts or accessories
- Has expired manufacturing or consumable items
How to file the complaint:
- Open Your Orders → Problem with order
- Select Damaged / Defective / Wrong item
- Upload photos/videos for faster approval
- Choose Refund or Replacement
In most cases, Amazon approves refunds or replacements within 24–48 hours, especially when clear evidence is provided.
5. How to Complain to Amazon Customer Support (Phone, Chat, Email)
Amazon offers multiple support channels to help customers resolve issues quickly. These channels are ideal when you need urgent updates, want to attach proof, or when the app-based support fails. Contacting Amazon directly also creates a formal record of your complaint, which helps if you escalate further.
Amazon India Customer Support – Official Contact Details
Here are the verified ways to contact Amazon India:
📞 Amazon Customer Care Number (India)
- 1800-3000-9009 (Toll-free, available 24×7)
This number connects you to automated and live support for delivery issues, refunds, payment failures, and product complaints.
📧 Amazon Customer Support Email
- cs-reply@amazon.in (General support)
Useful for attaching screenshots, order receipts, video proof, and detailed explanations.
📧 Amazon Grievance Redressal Email
- grievance-officer@amazon.in
This is used when your complaint is unresolved even after contacting support. Acknowledgment is usually provided within 48 hours.
💬 Amazon Chat Support
- Available inside the Amazon App → Help & Customer Service → Contact Us → Chat
Fastest method for refunds and delivery updates.
📞 Request a Callback
- App → Help → Contact Us → Talk to a representative
Choose this when you need urgent human assistance.
What you can ask support for:
- Refund/replacement approvals
- Order tracking errors
- Delivery not received
- Wrong or damaged product
- Payment deducted but order not placed
- Return pickup issues
Amazon resolves most support complaints the same day unless a courier or seller investigation is required.
6. How to Escalate an Unresolved Amazon Complaint to Higher Authorities
If Amazon support fails to resolve your issue within the promised timeframe, escalation becomes necessary. Higher-level grievance teams handle cases that involve refund delays, repeated seller fraud, quality disputes, or incorrect order closures. Escalating the issue ensures a more thorough review by senior Amazon staff.
When to escalate:
- Refund pending for over 7–10 days
- Amazon closes your complaint without fixing the issue
- Seller repeatedly rejects returns
- Delivery marked “delivered,” but no package received
- Fake/unsafe product complaint ignored
- Customer care provides repetitive or incorrect responses
Escalation Channels (Official):
- 📧 Email the Amazon Grievance Officer: grievance-officer@amazon.in
- Use the Grievance Redressal Form inside Amazon Help → “Report an issue not resolved”
- Ask for Senior Specialist inside Chat by typing: “I want to escalate to senior team”
Escalation complaints typically receive a response within 48 hours and a final resolution within 3–5 working days, depending on verification requirements.
7. How to File a Complaint Against Amazon on the National Consumer Helpline (NCH)
If Amazon does not resolve your issue after multiple attempts, the next official platform is the National Consumer Helpline (NCH). This government-run grievance system allows consumers to file complaints directly against companies, including e-commerce platforms. NCH forwards your issue to Amazon’s appointed nodal officer, ensuring a more formal and accountable escalation.
When to use NCH:
- Amazon denies a refund even when evidence is strong
- Delivery marked “delivered” but missing
- Wrong or counterfeit product not replaced
- Seller refuses returns without justification
- Amazon support closes your ticket without resolving
How to file an NCH complaint:
- Visit: consumerhelpline.gov.in
- Click Register → File Complaint
- Select Amazon India as company
- Upload screenshots, bills, emails, and chats
- Submit and note your Docket Number
Other NCH options:
- Call 1915 (toll-free)
- WhatsApp: +91-8800001915
NCH generally forwards your complaint within 2–3 days, and Amazon must respond on the portal.
8. How to Register a Consumer Court Case Against Amazon (Legal Option)
If both Amazon and NCH fail to resolve your problem, you have the right to file a case under the Consumer Protection Act, 2019. This is a more serious step and is recommended for issues involving financial loss, fake products, safety risks, or repeated negligence by Amazon or its sellers. Consumer court cases do not require a lawyer, making them accessible for all buyers.
When to file in Consumer Court:
- Loss above ₹1,000 due to Amazon’s negligence
- Amazon or seller denies refund despite proof
- Delivery fraud or forged “delivered” updates
- Counterfeit or hazardous product sold
- Repeated complaints closed unfairly
How to file a Consumer Court case:
- Visit edaakhil.nic.in (official portal)
- Sign up → choose File Complaint
- Upload supporting documents (invoice, chats, photos, email trail)
- Mention compensation amount and grievance details
- Submit digitally + pay nominal fee online
Possible compensation you can claim:
- Refund amount
- Additional compensation for mental harassment
- Litigation cost
- Penalty for defective service
Most digital hearings happen online, and orders are issued within weeks to a few months depending on the case complexity.
9. How to Track the Status of Your Amazon Complaint
Tracking your complaint is essential to avoid delays and keep all communication documented. Amazon provides internal tracking, and government portals also offer ticket-status dashboards. Checking regularly ensures you can follow up, escalate, or submit additional evidence when required.
Track through Amazon App:
- Go to Customer Service → Your Issues
- Select the complaint to view updates
- See refund timelines, pickup attempts, and investigation notes
Track NCH Complaint:
- Visit consumerhelpline.gov.in → Track Complaint
- Enter your Docket Number
Track Consumer Court Case:
- Login to edaakhil.nic.in
- Go to My Cases
- View hearing dates, status, and uploaded orders
Keeping screenshots of each status update helps in escalations or court submissions if the issue prolongs.
10. Documents and Evidence Needed Before Filing a Complaint Against Amazon
Having the right documents ready makes your complaint stronger and increases the chances of receiving a quick resolution. Amazon, NCH, and Consumer Court all rely heavily on evidence to assess whether the seller or delivery partner was at fault. Strong proof also prevents Amazon from rejecting your return or refund request.
Keep these documents ready:
- Invoice or order receipt
- Payment proof (UPI/SMS/Bank statement)
- Delivery status screenshot
- Chat/Email conversation with Amazon support
- Photos/videos of damaged or fake product
- Packaging photos (important for QC verification)
- Any refusal message from the seller or delivery partner
For legal complaints, also keep:
- PAN/Aadhaar copy
- Full correspondence trail
- Compensation claim details
- Amazon ticket numbers
Submitting proper evidence makes your case more credible and helps authorities issue faster decisions.
FAQ:
1. How do I file a complaint against Amazon for a refund?
You can file a refund complaint by going to Your Orders → Problem with Order → Refund Request in the Amazon app. Upload photos if the product is damaged or wrong. If Amazon delays the refund beyond 7–10 days, escalate through Chat Support, 1800-3000-9009, or the Grievance Officer email: grievance-officer@amazon.in.
2. How do I complain to Amazon customer care directly?
Use any of these methods:
- Call: 1800-3000-9009 (Amazon India Customer Support)
- Chat: Help & Customer Service → Contact Us → Chat
- Email: cs-reply@amazon.in
Amazon typically responds within minutes via chat and within 24 hours via email.
3. How do I file a complaint for late or missing Amazon delivery?
Go to Your Orders → Track package → Problem with delivery and choose options like “Item not received” or “Delivery delayed.” Amazon will investigate courier logs, GPS tracking, and OTP data. Most missing delivery complaints are resolved in 2–5 days.
4. What should I do if Amazon delivered a wrong or fake product?
Report it immediately through Your Orders → Problem with Order → Wrong/Damaged Item. Upload photos or videos for faster approval. Amazon usually processes refunds or replacements within 24–48 hours after verification. For fake products, escalate to the Grievance Officer if the return is denied.
5. How can I file a complaint on the National Consumer Helpline (NCH) against Amazon?
Visit consumerhelpline.gov.in, choose File Complaint, select Amazon India, and upload evidence. You can also call 1915 or WhatsApp on +91-8800001915. NCH forwards your complaint to Amazon’s official nodal officer for resolution.
6. Can I take Amazon to Consumer Court if my issue remains unresolved?
Yes. If Amazon denies your refund or replacement without valid reason, you can file a case at edaakhil.nic.in. You can claim compensation for financial loss, harassment, and defective service even without hiring a lawyer.
7. How long does Amazon take to resolve a complaint?
Most complaints are resolved within:
- 24 hours for refund/replacement approvals
- 2–5 days for delivery investigations
- 3–7 days for seller-related issues
Legal or NCH complaints may take longer depending on the case.
8. What evidence is required to file a complaint against Amazon?
Keep these items ready:
- Order invoice
- Payment proof
- Delivery status screenshot
- Photos/videos of damaged or fake items
- Chat or email conversations
Strong evidence helps Amazon approve refunds faster and strengthens escalation or legal complaints.
9. How do I escalate an unresolved Amazon complaint?
Use these escalation channels:
- Grievance Officer Email: grievance-officer@amazon.in
- Amazon Grievance Redressal Form: available in Help → “Issue not resolved”
- Request Senior Specialist via customer chat
Escalation ensures a more thorough review, especially for denied refunds or fake product disputes.
10. Why did Amazon reject my return request?
Common reasons include:
- Return window expired
- Product not matching return conditions
- Insufficient evidence (photos/videos)
- High-value items requiring QC check
You can still escalate through Chat → Senior Team or the Grievance Officer if your return was incorrectly denied.
11. How can I track the status of my Amazon complaint?
You can track complaints through:
- Amazon App → Customer Service → Your Issues
- NCH Portal → Track Complaint
- edaakhil.nic.in → My Cases
Always save screenshots and emails for future escalation.
12. Can I get compensation from Amazon for poor service?
Compensation is possible if you file a Consumer Court case. You can claim:
- Refund amount
- Compensation for mental harassment
- Litigation costs
This applies when Amazon fails to provide fair resolution despite evidence.
