Ordered Online, Never Received — What to Do When an E-Commerce Platform Marks Your Order Delivered But You Got Nothing

Rohan Gupta, a seventeen-year-old from Gomti Nagar, Lucknow, ordered a musical keyboard worth ₹6,799 from Myntra's electronics section in late March 2025. The order was marked "Delivered" on the platform's tracking page, yet no delivery executive had called him, knocked on his door, or left any notice. The item simply never arrived.

Rohan contacted Myntra's customer support immediately. They asked him to wait seven days for an internal investigation. He agreed. After seven days, he received a message stating the order had been "successfully delivered as per logistics records" and the chat was closed. Further attempts to reopen the complaint were refused. Frustrated and at a loss, he registered a complaint on the National Consumer Helpline portal around 2 April 2025. But the portal response was slow, and Rohan's family began worrying the matter would go nowhere.

That's when his uncle brought him to Advocate Sudhir Rao's office. Earlier attempts through customer support and the NCH portal alone had not produced any resolution. A focused consumer law approach was then adopted — a formal legal notice was sent to Myntra's registered office under the Consumer Protection Act, 2019, followed by a complaint before the District Consumer Disputes Redressal Commission. The company, faced with a properly framed legal complaint, promptly processed a full refund along with compensation for harassment. The matter was resolved without the need for protracted hearings.

You can read about this case in detail at https://sudhirrao.com/ordered-online-never-received-ecommerce-false-delivery-consu/