The growth of online shopping in India has brought about a shift in consumer behavior, with more people turning to e-commerce platforms for their shopping needs. However, the rise in online transactions has also led to an increase in consumer grievances. This study focuses on understanding the grievance handling mechanisms in online shopping, with special reference to Haryana. The research aims to explore the types of grievances faced by consumers, assess the effectiveness of grievance redressal systems, and evaluate the level of consumer satisfaction with the grievance resolution process.

This study examines the grievance handling mechanisms in online shopping, focusing on Haryana. It identifies common consumer complaints, such as product-related issues (40%), delayed refunds (25%), and delivery problems (20%). Despite existing grievance redressal systems, 60% of consumers are dissatisfied with resolution efforts. Data was collected through surveys (300 respondents) and interviews with e-commerce representatives and consumer rights activists. Amazon was found to have the most effective grievance handling. The study recommends faster refund processes, stronger product quality control, enhanced customer support, and consumer awareness programs. It also calls for stricter enforcement of consumer protection laws to improve the e-commerce experience.