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Zepto order arrived with items missing, the wrong product, or something damaged — and support isn’t resolving it fast enough? Quick commerce moves fast when things go right, but when they don’t, you have clear rights and more than one way to act. Here’s every route, in the order to try them.
👉 And if you’d rather skip the back-and-forth, eDrafter can send a fast legal notice or draft your full complaint — more on that below.
Common problems with quick-commerce deliveries
Zepto and similar instant-delivery platforms share a common set of issues:
- Missing items — paid in full, but part of the order never arrives.
- Wrong products — a different item delivered than what was ordered.
- Delayed delivery — taking significantly longer than promised, causing inconvenience.
- Damaged goods — poor packaging leading to products arriving broken or spoiled.
- Refund delays — refunds not processed, or processed without clear communication.
What to do if you have an issue with a Zepto order
Try these in order — a consumer commission will later ask what you did first:
- Raise the issue through the app. Most quick-commerce issues can be flagged directly in-app; do this first and keep a screenshot of your report.
- Contact customer support. Explain the issue clearly and keep every chat transcript.
- Request a refund or replacement through the same channel, and note the response (or lack of one).
- Escalate to Zepto’s grievance officer if support doesn’t resolve it — every e-commerce platform is required to publish one on their app or website.
- Send a legal notice. 👉 A formal, advocate-stamped legal notice puts real pressure on the company and often resolves the matter without needing to file anything further — eDrafter drafts and sends one starting at ₹299.
- File a formal consumer complaint if none of the above works — covered below.
Consumer protection laws that apply
Consumers using quick-commerce platforms are protected under the Consumer Protection Act, 2019, along with guidelines issued by the Ministry of Consumer Affairs for e-commerce. These require platforms to deliver goods and services as promised, disclose accurate information, and provide a functioning grievance mechanism. When a platform falls short, you have the right to seek a remedy.
How to file a consumer complaint against Zepto
You have two paths: file it yourself for free, or have it professionally drafted and filed.
Option 1 — File it yourself on e-Jagriti (free)
e-Jagriti is the government’s official online portal for consumer complaints (it replaced the earlier e-Daakhil system in January 2025).
- Register on the e-Jagriti portal.
- Enter your complaint details and upload your supporting documents.
- Pay the filing fee online (a small statutory fee, not a service charge).
- Track your case as it moves toward a hearing.
You don’t legally need a lawyer to file this way — the system is built for consumers to use directly.
Which commission handles it, by claim value:
| Value of goods + compensation claimed | Where to file |
|---|---|
| Up to ₹50 lakh | District Commission |
| ₹50 lakh to ₹2 crore | State Commission |
| Above ₹2 crore | National Commission |
Option 2 — Have it professionally drafted and filed
👉 If you’d rather the complaint be framed correctly the first time — to survive scrutiny and to claim the full compensation you’re entitled to, not just a refund — eDrafter’s advocates draft and file it for you:
- Visit eDrafter.in and select the Consumer Complaint service.
- Choose to customise your complaint or go with an automated draft.
- If you customise, you’re connected with a legal expert who reviews your case.
- Share your documents and describe the issue.
- Your consumer complaint is drafted, tailored to your facts.
- Review the draft and request changes if needed.
- Once approved, it’s filed through the correct legal channel.
Evidence and documents you’ll need
Whichever route you take, have these ready:
- Order details and confirmation
- Payment receipts
- Screenshots of the issue — the app listing, delivery status, or error
- Communication with customer support — chats, emails, or call records
- Photos of wrong or damaged items
- A copy of your legal notice, if you sent one
An unboxing or delivery video is the strongest single piece of evidence for wrong-item or damaged-product claims.
What can you claim?
A consumer complaint isn’t limited to a refund. Depending on your case, you can seek:
- Refund of the amount paid
- Replacement of the missing, wrong, or damaged item
- Compensation for the loss or inconvenience the delay or defect caused
- Compensation for mental agony, in appropriate cases
👉 This is also where professional drafting pays for itself — a complaint that only asks for a refund can only be awarded a refund. A properly drafted one claims the full relief you’re entitled to.
What happens after you file a complaint?
After filing, the case is reviewed by the appropriate commission, and the platform is asked to respond. Based on the evidence and facts presented, the commission may order a refund, compensation, or other corrective action. The outcome depends on the strength of your documentation — which is exactly why the evidence checklist above matters more than people expect.
Frequently Asked Questions (FAQs)
How do I file a consumer complaint against Zepto?
Start with Zepto’s own process — raise it in-app, then contact customer support, then escalate to their grievance officer if needed. If that doesn’t resolve it, you can file yourself for free on e-Jagriti, or have eDrafter’s advocates draft and file it for you. A legal notice is often the fastest way to get the company’s attention before filing.
Can I complain against Zepto for free?
Yes. Filing on e-Jagriti involves only a small statutory filing fee, and you don’t need a lawyer to do it. Professional help (like eDrafter’s service) is optional and mainly buys drafting quality and time saved.
Should I send a legal notice before filing a complaint?
It’s a strong middle step. A legal notice signals you’re serious and often prompts a faster resolution than continuing to escalate through app support — without the time and cost of a formal filing.
Which consumer commission handles a Zepto complaint?
Almost always the District Commission, for claims up to ₹50 lakh — filed where you live, where the platform operates, or where the issue arose.
What evidence do I need against Zepto?
Your order confirmation, payment receipt, screenshots of the issue, photos of wrong or damaged items, and your full support conversation. A delivery or unboxing video is the strongest evidence for wrong-item or damaged-product claims.
How long do I have to file a complaint?
Generally two years from the date the issue arose.
What can I claim from Zepto?
A refund, a replacement, and compensation for the loss or inconvenience caused — including for mental agony in appropriate cases. What you actually get depends on what you can prove.
Disclaimer : This page is general information about consumer complaints in India, not legal advice. Procedures, fees, and jurisdiction limits are set by law and change from time to time — confirm the current position with the relevant Consumer Commission or a qualified advocate before acting. eDrafter.in is not a law firm and acts as an intermediary between users and registered professionals.
👉 Why file through eDrafter
eDrafter has been drafting legal documents since 2016, is ISO 27001 and ISO 9001:2015 certified, and has served 1.3M+ customers. If you’d rather not manage the paperwork yourself, our advocates handle the drafting and filing so your complaint is built correctly from the start.
