Tech for Beginners Part 49: Shopping Online Safely: Sellers, Reviews, Payments and Returns

Online shopping has become part of everyday life in India, from a ₹199 phone cover to a ₹40,000 refrigerator, delivered even to small towns. It is convenient, but it also comes with its own problems: fake reviews, sellers who vanish, wrong products and refunds that take weeks. This is Part 49 of our Tech for Beginners series. Today we will learn how big online marketplaces work, how to judge a seller and spot fake reviews, when to choose cash on delivery or prepaid, how to read return and refund policies, and where to complain if things go wrong.

Paying online builds on what we learned earlier: UPI basics in Part 22 and cards, net banking and wallets in Part 24. Shopping is also a favourite area for fraudsters, so keep the warning signs from Part 25 on common online scams in mind.

A note on changes: return windows, delivery fees, cash-on-delivery charges and policies differ between platforms, sellers and product categories, and they change often. Always read the current policy on the product page before you buy. Helpline details below were taken from official government websites at the time of writing.

Part A: How online marketplaces work

Large apps like Amazon, Flipkart, Meesho, Myntra, Ajio, Nykaa and Tata Neu are mostly marketplaces. This means many independent sellers list products on the platform. The platform handles the website, payments and often delivery, but the product may be sold by a third-party seller.

• The product page usually shows "Sold by" with the seller's name. Tap it to see the seller's rating and details.
• Some products are labelled as fulfilled or assured by the platform, which often means the platform stores and ships them, with more reliable delivery.
• Brand websites and official brand stores on marketplaces sell directly from the company.
• Quick-commerce apps such as Blinkit, Zepto and Swiggy Instamart deliver groceries and essentials within minutes, usually with strict return rules.

Under India's Consumer Protection (E-Commerce) Rules, 2020, marketplaces are generally required to show seller details, return and refund policies, and grievance contact information. Look for these on the product page or in the Help section.

Part B: Judging a seller and a product

Check the seller

• Look at the seller's rating and number of ratings. A 4.5 rating from 20,000 buyers means more than a 5.0 from 12.
• Read the latest seller feedback for complaints about fake or used items.
• For expensive electronics, prefer the brand's official store or a well-known seller.

Check the product details

• Read the full specifications: size, model number, capacity, warranty and what is in the box.
• Check the warranty type: brand warranty or seller warranty. Brand warranty is usually better.
• Compare the price on two or three platforms and on the brand's own site.
• Check delivery date and whether installation is included for large appliances.

Part C: Spotting fake reviews

Reviews help, but some are fake or paid. Warning signs include:

• Many five-star reviews posted on the same few days.
• Short, vague praise like "Nice product, very good" repeated again and again.
• Reviews that talk about a different product.
• Photos that look like the seller's advertisement photos.
• A product with very few ratings but an extremely high score.

How to read reviews smartly

1. Filter to read the three-star and one-star reviews. They show the real problems.
2. Look for "verified purchase" labels where available.
3. Read reviews with customer photos and videos.
4. Check reviews of the same product on YouTube from independent reviewers.

India has a standard (IS 19000:2022) for online consumer reviews, and the government has worked with platforms on curbing fake reviews. Still, rely on your own judgement.

Part D: Cash on delivery or prepaid?

Cash on delivery (COD)

• Pros: you pay only when the parcel arrives. Good for new or unfamiliar sellers.
• Cons: some platforms charge a small COD fee. You usually cannot open the box before paying, so a wrong item still needs a return.
• Many delivery agents accept UPI at the door. Scan the code shown on the agent's official device or app, check the name and amount, and never pay extra to an unknown QR code.

Prepaid

• Pros: often faster, sometimes with bank or card discounts.
• Cons: if something goes wrong, you wait for a refund.
• Credit cards offer extra protection, such as raising a dispute with your bank if a seller does not deliver.

EMI and "Buy now, pay later"

No-cost EMI and pay-later options are easy to accept, but they are loans. Read the processing fees, interest and late fees. Missing payments can hurt your credit score.

Part E: Returns, replacements and refunds

Before buying, check the product page for:

• Return window: for example 7, 10 or 30 days, depending on the item.
• Return type: full return and refund, replacement only, or no return.
• Conditions: unused, tags intact, original box.
• Non-returnable items: often innerwear, cosmetics, some electronics accessories and groceries.

When the parcel arrives

1. Check that the outer package is sealed and not tampered with.
2. Record a short unboxing video of expensive items without cuts. It helps prove a missing or damaged product.
3. Check the product immediately and raise a return within the window.
4. Keep the box, bill and accessories until the return period ends.

Refunds

• Refunds to UPI or the original card usually take a few working days.
• Note your order ID and refund reference number.
• If the refund does not arrive in the promised time, contact the platform's customer support through the app's Help section only.

Warning: never search Google for a "customer care number" for a shopping app. Fake numbers are a common trap; the "agent" may ask you to install a screen-sharing app or enter your UPI PIN to "receive a refund". You never need a PIN to receive money.

Part F: Where to complain

1. Platform first: use Help or Contact Us in the app. Ask for the platform's grievance officer if the issue is not solved.
2. National Consumer Helpline (NCH): call 1915 or 1800-11-4000 (8 AM to 8 PM, except national holidays), send a WhatsApp or SMS to 8800001915, or use consumerhelpline.gov.in, the NCH app or the UMANG app. You get a docket number to track your complaint. Many companies take part in NCH's convergence programme to resolve complaints.
3. Consumer Commission: if the issue is still not resolved, you can file a formal consumer complaint online through the e-Daakhil portal (edaakhil.nic.in).
4. Bank: for card or UPI payment problems, contact your bank.
5. Fraud: if you were cheated by a fake seller, report it on 1930 or cybercrime.gov.in, as covered in Part 28.

Part G: Protecting your shopping accounts

Your shopping account holds your address, phone number, order history and sometimes saved cards and wallet balance. Protect it like a bank account.

• Use a strong, unique password for each shopping site, ideally saved in a password manager.
• Turn on two-step verification where offered.
• Log out of shopping accounts on shared or office computers.
• Check your saved addresses and remove old ones you no longer use.
• Review linked UPI autopay and pay-later accounts in the app settings.

Part H: A quick pre-purchase checklist

Before tapping "Place order", run through these questions:

1. Is this the official app or website, opened by me and not through a forwarded link?
2. Who is the seller, and what are their rating and number of ratings?
3. Have I read the lowest-rated reviews?
4. Is the warranty from the brand, and is the model number correct?
5. What is the return window, and is the item returnable at all?
6. Is the total price, including delivery and COD fees, still a good deal?
7. Am I paying in a way that gives me protection if something goes wrong?

If you can answer all seven confidently, you are shopping smarter than most people. Share this checklist with older relatives who are just starting to shop online.

Frequently asked questions

Is it safe to save my card on shopping apps?

Under RBI rules, apps store a token instead of your actual card number, which is safer. Still, use a strong password and two-factor authentication on your shopping accounts.

The delivery agent wants an OTP. Should I give it?

For orders you placed, platforms often use a delivery OTP to confirm handover, and it is normally shown in your shopping app. Give it only after checking the parcel matches your order. Never share an OTP that comes from your bank.

Are very cheap products on new apps safe to buy?

Be cautious. Check the seller, reviews and return policy, and start with a small order or COD. We cover fake shopping websites in detail in the next part.

What should I do if I receive a fake or used product?

Raise a return or replacement request in the app within the return window, attach photos and your unboxing video, and keep the original packaging. If the platform does not resolve it, escalate to its grievance officer and then the National Consumer Helpline.

What is next

Try this today: open your shopping app, find the seller details and return policy for an item in your cart, and read its lowest-rated reviews. In the next part of Tech for Beginners, we will learn to spot fake shopping websites and delivery scams.