Ordered something but received a different wrong product?

Table of Contents
How did I get the wrong product?
What should I do if I get the wrong product?

It’s a common saying sometimes things have to go wrong to go right. This saying is not at all applicable while you are ordering a product from the e-commerce website. Either you receive a wrong/different product, or you receive the right product.

Well, it’s your luck whether you receive an undervalued product or an overvalued product. If they receive an overvalued one, no one will say anything. If you receive an undervalued one, the customer will take it all on his head to get the right product. Human nature! Ethically, both are wrong.


How did I get the wrong product?

You might have placed the wrong order.
Unintentionally damaged packaging due to rush of orders.
Due to carelessness of staff while packing.
Switching of packages while shipping.
Wrong delivery by the delivery boy.


What should I do if I get the wrong product?

Step 1 – Collect valid documents
Keep all valid proofs as shreds of evidence for your claim. Valid proofs include photographs of wrong products or receipt/bill printed on the product. Or if you want, you can open the product before the delivery boy to make him an eye-witness.

Step 2 – Even if you receive an overvalued product, keeping it is also wrongdoing, known as embezzlement. Make sure to return the item and get the correct item at its place.

Step 3 – Contact the delivery boy first to place a return/refund. He can help you to place a refund request. Do not share OTP/password/PIN/card details as no one asks for these details. Only ask him to book a return. No money has to be taken while placing a return of the wrong item. Make sure you are aware of all the terms and conditions.

Step 4 – Contact customer care support
Call the e-commerce portal after you receive the wrong product. Place a refund request if the website is not ready to replace your item. You can also report feedback from the orders menu from their websites. Make sure you have not purchased the product from a fake website. Otherwise, there will be no refund or any guarantee of a product return.

Step 5 – Social media for everything!
Post your complaint on social media, i.e. Instagram, Facebook or Twitter, and tag the official handle of the e-commerce from where you have purchased the item. Post with relevant photos to make your claim stronger. One needs to wait for some time till they answer your query. Also, check whether you can directly message them or not. If yes, then message them and share the details of your order.

Step 6 – Legal notice
Hire a lawyer, ask him to draft a legal notice on behalf of you and send it to the e-commerce website. A legal piece of paper is written in clear-cut words (in this case, a wrong product is delivered), failing to which the customer can file a lawsuit against the e-commerce company.

Step 7 – Visit the National Consumer Helpline here https://consumerhelpline.gov.in/nch.php to report about the fraud that happened with you. You can also file a complaint at your nearest consumer court. Locate your consumer court from here - https://consumerhelpline.gov.in/locate-consumer-court.php.

Step 8 – Reach for a helping hand - Voxya
One can file a complaint here https://voxya.com/file-consumer-complaint. There is no specific phone number or mail ID to contact Voxya. Still, if you want to contact them, submit your details here https://voxya.com/contact-us and wait till they contact you.