I paid for a product on an online marketplace but the seller disappeared. What can I do?

I ordered an item from a third-party seller on a popular shopping app, paid in advance, but the seller never shipped it and is now unreachable. How do I recover my money? I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

I paid for a product on an online marketplace but the seller disappeared. What can I do? is governed in India primarily by Consumer Protection Act 2019, Section 2(47), Information Technology Act 2000, Section 66D and Consumer Protection (E-Commerce) Rules 2020, Rule 6. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

Non-delivery after advance payment by a seller who then becomes untraceable amounts to both deficiency in service and an unfair trade practice under the 2019 Act.

Rule 6 of the E-Commerce Rules requires the marketplace to maintain verified records of its sellers, so the platform can be compelled to disclose seller KYC details for you to pursue legal action.

If the seller used a fake identity or fabricated listing to cheat buyers, this may also amount to cheating by personation under Section 66D of the IT Act, allowing a cybercrime complaint.

Payment gateway or platform refund policies often provide a buyer protection guarantee for non-delivery, which should be invoked before escalating to formal legal remedies.

You may implead both the seller (if traceable) and the marketplace platform in a consumer complaint if the platform failed to exercise the due diligence required under the E-Commerce Rules.

What to do next: 1) Request a refund immediately through the platform's buyer protection or refund policy; 2) File a cybercrime complaint at cybercrime.gov.in if the seller's identity appears fraudulent; 3) Send a written complaint to the platform demanding seller KYC details and refund; 4) File a consumer complaint against the seller and platform for refund with compensation.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Consumer Protection Act 2019, Section 2(47) carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.

Disclaimer: This information is for general awareness and does not constitute legal advice. Statutes and their interpretation change, and outcomes depend on the facts of your case. Please consult a qualified advocate before acting on it.