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practical-guides:ecommerce-account-blocked-refund-wallet-gift-card-balance [2026/06/05 04:00] – created - external edit 127.0.0.1practical-guides:ecommerce-account-blocked-refund-wallet-gift-card-balance [2026/06/13 07:25] (current) – Batch 1 rewrite: answer-first, topic-specific content and metadata Shrawan Pathak
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-{{htmlmetatags>metatag-title=(E-commerce Account Blocked? Recover Refund and Wallet Balance)&metatag-description=(Your e-commerce account is blocked with refund, wallet money or gift-card balance stuck inside? Steps to recover your money and escalate. India guide 2026.)&metatag-keywords=(e-commerce, wallet balance, refund, gift card, consumer complaint, grievance officer, National Consumer Helpline, e-Daakhil, KYC, online marketplace)&metatag-robots=(index,follow)&metatag-og:title=(E-commerce Account Blocked? Recover Refund and Wallet Balance)&metatag-og:description=(Your e-commerce account is blocked with refund, wallet money or gift-card balance stuck inside? Steps to recover your money and escalate. India guide 2026.)&metatag-og:type=(article)}}+{{htmlmetatags>metatag-title=(E-commerce Account Blocked With Wallet or Gift-Card Balance: Recover It)&metatag-description=(Account blocked with wallet money or gift-card balance trapped inside? Reach the grievance officer, use NCH 1915, file on e-Daakhil to get your money back.)&metatag-keywords=(Consumer Rights and Refunds)&metatag-robots=(index,follow)&metatag-og:title=(E-commerce Account Blocked With Wallet or Gift-Card Balance: Recover It)&metatag-og:description=(Account blocked with wallet money or gift-card balance trapped inside? Reach the grievance officer, use NCH 1915, file on e-Daakhil to get your money back.)&metatag-og:type=(article)}}
  
-====== E-commerce Account Blocked? How to Recover Your Refund, Wallet and Gift-Card Balance ======+====== E-commerce Account Blocked With Wallet or Gift-Card Balance Stuck Inside ======
  
-**If your shopping account is suddenly blocked while a refund, wallet money or an unused gift card is stuck inside, that money is not gone. You have already paid for it, and the platform cannot simply keep it. This guide shows you how to save evidence fast, reach the grievance officer, use the National Consumer Helpline, and file on e-Daakhil to get your money back.**+**Reviewed on:** 2026-06-12.
  
 {{:practical-guides:ecommerce-account-blocked-refund-wallet-gift-card-balance.webp|E-commerce Account Blocked? How to Recover Your Refund, Wallet and Gift-Card Balance}} {{:practical-guides:ecommerce-account-blocked-refund-wallet-gift-card-balance.webp|E-commerce Account Blocked? How to Recover Your Refund, Wallet and Gift-Card Balance}}
  
-**Reviewed on:** 2026-05-29.+Rohit opened his fashion-marketplace app one morning to find his login suspended. A banner said his account was "under review for return abuse". Inside the account sat Rs 2,340 of wallet money from a cancelled order, plus an unused Rs 1,000 gift card his sister had sent for his birthday. Support kept closing his tickets with the same line, that the account was "permanently restricted". Nobody disputed that the money was his. They simply would not let him reach it. That is the trap in this situation. The block is real, but the money inside is money you have already paid for, and a suspended login does not erase it.
  
-<WRAP center round info 95%> +**Direct answer:** A pending refund, a topped-up wallet balance, and an unused gift card are amounts you have already paid. Blocking your account does not let the platform keep them. Save proof of the balance before you lose access, send a written demand to the platform's grievance officer, register the complaint on the National Consumer Helpline (1915), and if it still refuses, file a consumer case on e-Daakhil claiming the stuck amount plus compensation. RTI does not apply to a private marketplace, so do not waste weeks on it.
-**Quick answer**+
  
-Money in your wallet, a pending refund, and a gift-card balance are amounts you have already paid. A blocked login does not erase them. First, save proof: screenshot your order history, wallet ledger and gift-card balance before you lose access. Then send a written demand to the platform's grievance officer. If that fails, register the complaint on the National Consumer Helpline, and finally file a consumer case online through e-Daakhil claiming the stuck amount plus compensation. RTI cannot be used against a private company; it only helps with public bodies. +===== Why the platform cannot simply keep your money =====
-</WRAP>+
  
-===== Who this guide is for =====+The Consumer Protection (E-Commerce) Rules, 2020 treat an online marketplace as accountable for fair dealing with its buyers. Two points help you here.
  
-This guide is for shoppers in India whose account on an online marketplace, grocery, food, fashion or electronics platform has been suspended, deactivated or blocked, while money they have already paid is still sitting inside. That money usually takes one of three forms:+  * Every e-commerce entity must appoint a **grievance officer** and publish the name and contact details, and that officer must acknowledge a complaint within forty-eight hours and resolve it within one month. 
 +  * The platform's own wallet or refund policy usually says an unused balance remains payable or can be transferred on request. Its own words are your strongest evidence.
  
-  * A **refund** for a returned or cancelled order that was credited to the platform wallet instead of your bank account, and is now frozen. +A suspension for suspected return abuse or incomplete KYC may be the platform's right. Keeping money you already paid in is a separate question, and the answer is no.
-  * A **wallet balance** you topped up yourself, or that built up from cashback and credits, which you can no longer use or withdraw. +
-  * An **unused gift-card or gift-voucher balance** that you bought or received, now inaccessible because the linked account is blocked.+
  
-It is also useful if the platform asks you to complete a fresh **KYC** step before unblocking, if it cites return abuse or a policy violation, or if support keeps closing your tickets without returning the money.+===== Save the balance before you do anything else =====
  
-If your problem is as a seller rather than a buyer, with payouts being held, see the companion guide on [[/practical-guides/marketplace-seller-payment-held-amazon-flipkart-meesho/|marketplace seller payments held by Amazon, Flipkart or Meesho]]. If it is a recurring subscription that was cancelled but your card is still being charged, see [[/practical-guides/saas-subscription-cancelled-business-card-still-charged/|SaaS subscription cancelled but card still charged]].+The biggest mistake is arguing with support first and getting fully locked out with no record of what was inside. If you can still open the app, capture proof now.
  
-===== What you can do this weekend =====+  * Screenshot the **wallet ledger** showing the balance and each credit and debit. 
 +  * Screenshot the **gift-card balance** and find the original gift-card email or SMS. 
 +  * Screenshot any refund page showing "credited to wallet" or "refund initiated". 
 +  * Save the block or suspension message with its date, time, and stated reason.
  
-==== Friday evening ====+If you are already locked out, search your email and SMS for the same proof. A refund-credited message, a gift-card purchase email, and wallet top-up receipts all prove the money exists without portal access.
  
-Act on evidence first, because you may lose access at any moment. If you can still open the app or website, log in immediately and capture everything. Screenshot your **order history**, the **wallet ledger** showing each credit and debit, the **gift-card balance**, and any refund status page showing money "credited to wallet" or "refund initiated".+===== Documents to keep ready =====
  
-Download every invoice and order confirmation you can. Save the email or SMS that told you the account was blocked, including the date, time, and any reason given. If a chat or call with support touched the issue, note the date and the agent or ticket reference.+^ Document ^ What it proves ^ 
 +| Wallet ledger screenshot | The exact balance and each entry | 
 +| Gift-card balance and purchase email | Unused value and that it was paid for | 
 +| Refund-credited email or SMS | The platform confirmed a refund to wallet | 
 +| Block or suspension notice | The date and the reason given | 
 +| Bank or card statement | Wallet top-ups or the gift-card purchase you funded | 
 +| Wallet or refund policy extract | The platform's own rule on balances after closure | 
 +| Grievance officer details | The correct escalation contact under the 2020 Rules |
  
-If you are already locked out, do not panic. Search your email and SMS inbox for past order confirmations, wallet top-up receipts, refund-credited messages, and the gift-card purchase email. These records prove the money exists even without portal access.+===== Step-by-step: getting your money out =====
  
-==== Saturday ====+  - **Separate "your money" from "the dispute".** State in writing that the wallet money, the pending refund, and the gift card are funds you already paid for, not a reward you are requesting. A suspension does not entitle the platform to keep them. 
 +  - **Ask in writing for the reason and the policy clause.** Request the exact ground for the block and the clause relied on, and the process to transfer your balance to your bank account. A written ask forces a clearer answer than a call. 
 +  - **Complete genuine KYC only on the official app.** If the block cites KYC, upload documents inside the official app alone. Never share an OTP, CVV, card PIN or password. Anyone phoning to "unblock" your account for such details is a fraudster. 
 +  - **Escalate to the grievance officer.** If support does not release the money, send a formal dated demand to the published grievance officer, with your registered email and mobile, the total stuck amount, the order references, and your bank details for the refund. The officer must acknowledge within forty-eight hours and resolve within one month. 
 +  - **Register on the National Consumer Helpline.** If the grievance officer does not resolve it, call **1915** or use the NCH portal or app. NCH takes the matter up with the company through its partners and creates an official record, free of cost. 
 +  - **File on e-Daakhil.** If the company still refuses, file a consumer complaint on edaakhil.nic.in before the appropriate consumer commission, claiming the stuck amount plus compensation for deficiency in service.
  
-Build a simple one-page summary of what you are owed. List each amount, its type (refund, wallet, gift card), the order or transaction number, and the date. Total it up. This is the figure you will quote in every communication.+===== Sample demand to the grievance officer =====
  
-Read the platform's terms of service and refund or wallet policy. Look specifically for what it says about closed or suspended accounts and unused balances. Note the exact clause numbers. Many policies say the balance remains payable or can be withdrawn on request, which directly supports your claim. +<code> 
- +To
-Find the platform's **grievance officer**. Indian e-commerce and intermediary rules require a platform to publish a grievance officer's name and contact details, usually in the website footer, a Contact Us or Grievance Redressal page, or the terms. Note the email and any address. +
- +
-==== Sunday ==== +
- +
-Draft your written demand to the grievance officer using the template in this guide. Keep it factual: who you are, the registered email and mobile, the amounts stuck, the order references, and a clear request to return the money to your bank account within a reasonable time. +
- +
-If the block came with a KYC request, decide carefully. Completing genuine KYC on the official app is reasonable. But never share full card numbers, OTPs, or passwords with anyone over phone or chat. Fraudsters often pose as "account recovery" agents, so use only the official in-app or website KYC flow. +
- +
-Get everything ready to send on Monday morning: the email drafted, the evidence attached as PDFs, and your one-page summary on top. Keep a copy of the sent email with its timestamp. +
- +
-===== Documents and evidence checklist ===== +
- +
-^ Document ^ What it proves ^ Where to get it ^ +
-| Order history screenshots / export | Genuine customer relationship and the orders behind the refund | App or website > My Orders (screenshot before access is lost) | +
-| Wallet ledger screenshot | Exact wallet balance and each credit/debit entry | App or website > Wallet / My Balance > Transactions | +
-| Gift-card balance and purchase email | Unused gift-card value and that you paid for or received it | Gift card section in account; original gift-card email/SMS | +
-| Refund-credited message (email/SMS) | The platform itself confirmed a refund was issued to wallet | Your email and SMS inbox (search "refund") | +
-| Order invoices / confirmations | Amounts paid and the items or services involved | Download from My Orders or email attachments | +
-| Block / suspension notification | Date of block and any reason the platform gave | Email or SMS from the platform; in-app banner screenshot | +
-| Bank / card statement | Wallet top-ups or gift-card purchases you funded | Your bank net-banking portal or card statement | +
-| Support chat / call records | You raised the issue and how the platform responded | In-app chat history, email tickets, call log with reference | +
-| Terms / wallet policy extract | The platform's own rule on balances after account closure | Terms of Service / Wallet Policy page (note clause numbers) | +
-| Grievance officer details | The correct escalation contact under intermediary rules | Website footer / Grievance Redressal / Contact Us page | +
- +
-===== Step-by-step action plan ===== +
- +
-==== Step 1 — Lock down your evidence before anything else ==== +
- +
-The single biggest mistake is contacting support before saving proof, then getting fully locked out. Screenshot your order history, wallet ledger, gift-card balance, and refund status while you still can. Save the block notification and download invoices. If you are already locked out, gather the same facts from your email and SMS history. Without this record, every later step is much weaker. +
- +
-==== Step 2 — Separate "your money" from "the dispute" ==== +
- +
-Be clear in your own mind, and in writing, that the wallet money, the pending refund, and the gift-card balance are amounts you have **already paid for**. They are not a discount or a reward you are asking for. A platform may have legitimate reasons to suspend an account, such as suspected fraud, return abuse, or incomplete KYC, but suspension does not by itself entitle it to keep money you already paid in. Frame your request as return of your own funds, not a favour. +
- +
-==== Step 3 — Ask in writing for the reason and the policy clause ==== +
- +
-Send a short message through any working channel, and by email, asking three things: the specific reason your account was blocked, the exact policy clause relied on, and the process to withdraw or transfer your balance to your bank account. Put it in writing even if you also call. A written request creates a record and forces a clearer answer than a phone conversation that leaves no trail. +
- +
-==== Step 4 — Complete genuine KYC only through official channels ==== +
- +
-If the block is tied to KYC or identity verification, complete it only inside the official app or website. Upload documents through the in-app flow, never by emailing them to a personal address or sharing on a chat with a stranger. Never share OTPs, card PINs, CVV, or passwords. If anyone phones offering to "unblock" your account in return for such details, it is a scam. See our guide on what to do if your [[/block-lost-stolen-sim-card-india|SIM is lost or compromised]] if you suspect your number is being targeted. +
- +
-==== Step 5 — Escalate to the grievance officer in writing ==== +
- +
-If support does not return your money, send a formal written demand to the platform's published **grievance officer**. State your registered details, the total stuck amount with order references, the policy clause that supports return of balance, and a clear request to refund the money to your bank account within a reasonable, stated period. Attach your evidence. Use the template later in this guide. Keep the sent email and its timestamp safe. +
- +
-==== Step 6 — Register on the National Consumer Helpline ==== +
- +
-If the grievance officer does not resolve it in a reasonable time, register a complaint with the **National Consumer Helpline (NCH)**, run by the Department of Consumer Affairs. You can complain by phone or through the consumer affairs portal or app. NCH takes the matter up with the company through its partners and often gets movement where individual emails stall. It is free and creates an official record. +
- +
-==== Step 7 — File a consumer case on e-Daakhil ==== +
- +
-If the company still refuses, file a formal consumer complaint online through the **e-Daakhil** portal before the appropriate consumer commission. You can claim the stuck amount plus compensation for deficiency in service and mental harassment. Register on the portal, draft your complaint, upload your evidence, and pay the prescribed fee. Send a written demand notice to the grievance officer first, as that strengthens your case. Where the amount is large or the matter is complex, consider consulting a consumer-law professional. +
- +
-==== Step 8 — Keep building your paper trail throughout ==== +
- +
-At every stage, store copies of what you send and receive in one folder, with dates. Number your annexures. A clean, dated trail, from the first screenshot to the grievance email to the NCH ticket, is exactly what a consumer commission wants to see. It also makes your case quick to explain and hard to dismiss. +
- +
-===== Escalation ladder ===== +
- +
-^ Stage ^ Action ^ Forum / Destination ^ Target timeline ^ +
-| 1 | Raise a written ticket asking for the reason, policy clause and balance-withdrawal process | Platform customer support (email + in-app) | Allow a few working days for a substantive reply | +
-| 2 | Formal written demand to return your balance to your bank account | Platform grievance officer (per intermediary rules) | Reasonable period stated in your letter | +
-| 3 | Register a complaint against the company | National Consumer Helpline (consumeraffairs.nic.in / NCH portal) | Note the docket/ticket number; varies | +
-| 4 | File a formal consumer complaint with evidence and claim | Consumer commission via e-Daakhil (edaakhil.nic.in) | As scheduled by the commission | +
-| 5 | RTI for records held by a public body only (see RTI section below) | CPIO of the relevant public authority / grievance body | 30 days (RTI Act, Section 7) | +
- +
-===== Copy-paste complaint template ===== +
- +
-Replace the text in square brackets with your own details before sending. +
- +
-To,+
 The Grievance Officer The Grievance Officer
-[Name of E-commerce Company]+[Name of E-commerce Platform]
 [Address from the Grievance Redressal / Contact Us page] [Address from the Grievance Redressal / Contact Us page]
  
 Date: [DD/MM/YYYY] Date: [DD/MM/YYYY]
  
-Subject: Request to refund my wallet balance, pending refund and gift-card +Subject: Refund of wallet balance, pending refund and gift-card value 
-         value held in blocked account [Registered Email / Mobile]+held in my blocked account, registered [Email / Mobile]
  
 Respected Sir / Madam, Respected Sir / Madam,
  
-1. I am [Your Name], a registered customer of [Company / Platform], with +1. I am [Name], a registered customer with email [Email] and mobile 
-   account registered under email [Your Email] and mobile [Your Mobile].+   [Mobile]. On [date] my account was blocked. The reason given was 
 +   [reason given / "no reason was given"].
  
-2. On or around [DD/MM/YYYY] my account was blocked / suspended / +2. At the time of the block the following amounts I had already paid 
-   deactivated. The reason communicated to me was [reason given, or "no +   for were inside the account: 
-   reason was given"].+   a. Wallet balance: Rs [amount] (Annexure A). 
 +   b. Pending refund credited to wallet: Rs [amount] for order 
 +      [number] (Annexure B). 
 +   c. Unused gift-card balance: Rs [amount] (Annexure C). 
 +   Total: Rs [total].
  
-3. At the time of the block, the following amounts that I had already paid +3. These are my own funds. Blocking my login does not change that. 
-   for were held inside my account: +   [If applicable: Your wallet policy at clause [number] provides that 
-   a. Wallet balance: Rs [Amount] (Annexure A — wallet ledger screenshot). +   such balances remain payable / can be withdrawn on request.]
-   b. Pending refund credited to wallet: Rs [Amount] for order +
-      [Order No.] (Annexure B — refund-credited message). +
-   c. Unused gift-card / voucher balance: Rs [Amount] +
-      (Annexure C — gift-card balance and purchase email). +
-   Total amount held: Rs [Total].+
  
-4. These are amounts I have already paid for. Blocking my login does not +4. Under the Consumer Protection (E-Commerce) Rules, 2020, please 
-   change the fact that this money belongs to me. [If applicable: Your own +   acknowledge this within 48 hours and resolve it within one month. 
-   wallet / refund policy at clause [number] provides that such balances +   I request the total of Rs [total] be transferred to:
-   remain payable / can be withdrawn on request.] +
- +
-5. I have completed all genuine verification steps requested through your +
-   official app / website. [Edit if not applicable.] +
- +
-6. I therefore request you to refund the total amount of Rs [Total] to my +
-   bank account within [number] working days. My bank details for the +
-   refund are:+
    Account holder: [Name]    Account holder: [Name]
    Account number: [Number]    Account number: [Number]
Line 158: Line 90:
    Bank and branch: [Bank, Branch]    Bank and branch: [Bank, Branch]
  
-7. If I do not receive the amount within the time above, I will register a +5. Failing this, I will register a complaint with the National 
-   complaint with the National Consumer Helpline and file a complaint +   Consumer Helpline (1915) and file before the Consumer Commission 
-   before the appropriate Consumer Commission through the e-Daakhil portal, +   through e-Daakhil, claiming the amount with compensation and costs.
-   claiming the said amount along with compensation and costs.+
  
 Yours faithfully, Yours faithfully,
 +[Name] | [Email] | [Mobile]
  
-[Your Full Name] +Enclosures: A wallet ledger, B refund-credited message, C gift-card 
-[Registered Email] +balance and purchase email, D block notice, E bank statement. 
-[Registered Mobile] +</code>
- +
-Enclosures (Annexure List): +
-A — Wallet ledger screenshot showing balance +
-B — Refund-credited email / SMS for order [Order No.] +
-C — Gift-card balance and original purchase email +
-D — Account block notification (email / SMS / screenshot) +
-E — Bank / card statements for wallet top-ups or gift-card purchase +
-F — Support ticket history on this issue +
- +
-===== When RTI can help ===== +
- +
-The Right to Information Act, 2005 applies only to **public authorities**, not to private e-commerce companies. So you cannot file an RTI directly against a marketplace, its wallet, or its grievance officer to force your money back. RTI plays only a narrow, indirect role here, and only where a public body holds relevant records: +
- +
-  * **Your own grievance to a government body:** If you have lodged a complaint with a government consumer grievance facility and want to know what happened to it, you can ask that public authority, through its Central Public Information Officer (CPIO), for the status, the action taken, and any internal noting on your specific complaint number. +
-  * **Regulator-held information:** If a government department or regulator that oversees a relevant aspect of the platform holds records, such as the number of complaints registered against a company, you may seek that information from that public authority by RTI. It will not reveal another customer's private data. +
-  * **Process and policy documents:** RTI can be used to obtain a public body's own published procedure for handling consumer grievances, which can help you understand and push your escalation. +
- +
-To file an RTI online with a Central public authority, see [[/file-rti-online-india|our step-by-step RTI filing guide]]. If your RTI is ignored or you get an inadequate reply, see [[/file-first-appeal-rti-section-19-2026|filing a first appeal under RTI Section 19]] and the broader [[/rti-first-appeal-second-appeal-guide|first and second appeal guide]]. For deeper strategy, [[/book|The RTI Playbook]] covers using RTI alongside other remedies. +
- +
-===== When RTI will not help ===== +
- +
-It is important to be realistic about RTI's limits in this situation: +
- +
-  * **RTI cannot reach a private company:** A private online marketplace is not a public authority, so an RTI cannot be filed against it and it has no duty to answer one. Your real remedy is the grievance officer, the National Consumer Helpline, and a consumer commission through e-Daakhil. +
-  * **RTI cannot order a refund:** Even where it applies, RTI only gives you information. It cannot compel any body to return your money. Use it to support your case, never as a substitute for a consumer complaint. +
-  * **It is usually slower than the consumer route:** An RTI response can take up to 30 days, and an appeal longer. For actually recovering stuck money, the grievance officer letter, NCH, and e-Daakhil are the faster and more direct path. For government-department disputes that do involve a public authority, see how to combine the grievance and information routes in our [[/cpgrams-rti|CPGRAMS and RTI guide]]. +
- +
-===== Common mistakes to avoid ===== +
- +
-  * **Contacting support before saving evidence:** Many people argue with support, get fully locked out, and only then realise they have no screenshots of the wallet or gift-card balance. Capture proof first, every time. +
-  * **Treating the wallet money as "lost":** A blocked account does not extinguish money you have already paid. Do not write it off. Pursue it as your own funds. +
-  * **Sharing OTPs, CVV or passwords to "unblock" the account:** No genuine platform asks for these. Anyone who does is a fraudster exploiting your anxiety. Complete only the official in-app KYC flow. +
-  * **Skipping the grievance officer:** Going straight to social media rants without a written demand to the grievance officer weakens your record. The grievance email is the bridge to NCH and e-Daakhil. +
-  * **Not quoting the platform's own policy:** If the wallet or refund policy says balances remain payable or withdrawable, quote that clause. The company's own words are powerful evidence. +
-  * **Filing a vague consumer complaint:** A complaint that does not specify each amount, order reference, and date is easy to delay. List every rupee with its annexure, the way the template shows. +
-  * **Trying to use RTI against the company:** RTI does not apply to private marketplaces. Spending weeks on this only delays the real consumer remedy. +
-  * **Letting the matter go cold:** Follow up on dates. A consistent, dated paper trail moves faster than scattered messages months apart. +
- +
-If a different platform charge is your problem, our guides on a [[/credit-card-annual-fee-wrongly-charged-india|wrongly charged credit-card annual fee]] and applying for a [[/apply-credit-card-2026|credit card in 2026]] may also help, since wallet top-ups are often funded by card. +
- +
-===== Official links =====+
  
-  * [[https://consumeraffairs.nic.in/|Department of Consumer Affairs (consumeraffairs.nic.in)]] — National Consumer Helpline, consumer protection information and resources +===== A note on gift cards specifically =====
-  * [[https://edaakhil.nic.in/|e-Daakhil portal (edaakhil.nic.in)]] — File and track consumer complaints online before consumer commissions +
-  * [[https://consumerhelpline.gov.in/|National Consumer Helpline (consumerhelpline.gov.in)]] — Register a complaint against a business and track it +
-  * [[https://pgportal.gov.in/|CPGRAMS (pgportal.gov.in)]] — Public grievance portal for matters involving a government department or public authority+
  
-===== Frequently asked questions =====+A gift card someone bought for you is different from your own wallet top-up. It was paid for by the purchaser at face value, and the value is held in trust for the holder. If the platform blocks the linked account, ask in your demand for the gift-card value to be reissued as a fresh code or transferred to your bank, and attach the original gift-card email showing the amount and the date of issue. If the card was a third-party brand voucher, also write to that brand's support, since the issuer and the marketplace can be different companies.
  
-==== Can an e-commerce company keep my wallet and gift-card balance if it blocks my account? ====+===== Why RTI does not apply here =====
  
-No. Money you loaded into a wallet, a pending refund, and an unused gift-card balance are amounts you have already paid for. Blocking your login does not legally extinguish that money. If the company refuses to return it, you can escalate to its grievance officer, the National Consumer Helpline, and then a consumer commission through e-Daakhil. Keep evidence of the balance before you lose portal access.+The Right to Information Act, 2005 covers public authorities, not private e-commerce companies. You cannot file an RTI against a marketplace, its wallet, or its grievance officer. RTI helps only at the edges, for example to ask a government consumer grievance body about the status of a complaint you already lodged, by its Central Public Information Officer. For recovering the money, the grievance officer, NCH and e-Daakhil are faster and direct. See [[file-rti-online-india|how to file RTI online]] only if a public body holds a record you need.
  
-==== What is the first thing I should do when my account is blocked? ====+===== Common mistakes =====
  
-Capture evidence immediately. If you can still log in, screenshot your order history, wallet ledger, gift-card balance, and any refund status pages. Download invoices and save the block notification email or SMS. This record is the heart of any later complaint, and you may lose access at any moment, so do it first before contacting support.+  * **Arguing with support before saving proof.** Capture the wallet and gift-card balance first, every time. 
 +  * **Treating the balance as lost.** A block does not extinguish money you already paid in. 
 +  * **Sharing OTPs or card details to "unblock".** No genuine platform asks for these. 
 +  * **Skipping the grievance officer.** Social-media rants without a written demand weaken your record. 
 +  * **Trying RTI against the company.** It does not apply and only delays the real remedy.
  
-==== The company says my account was blocked for policy or KYC reasons. Do they still owe me my balance? ====+===== FAQ =====
  
-Generally yes for money you have already paid in. A platform may suspend an account for suspected fraud, return abuse, or incomplete KYC, but that does not by itself entitle it to keep your wallet money, pending refunds, or gift-card value. Ask in writing for the specific reason, the policy clause relied on, and a route to withdraw your balance. If they cannot justify keeping your money, treat it as a deficiency in service.+==== The platform says the block is permanent. Can it still keep my wallet money? ==== 
 +No. A permanent restriction may bar you from shopping again, but it does not let the platform keep a balance you already paid for. Ask in writing for the balance to be transferred to your bank account, and escalate to the grievance officer if refused.
  
-==== How do I reach the grievance officer of an e-commerce platform? ====+==== How fast must the grievance officer reply? ==== 
 +Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer must acknowledge a complaint within forty-eight hours and ordinarily resolve it within one month. Note the date you wrote, so you can show the breach later.
  
-Indian e-commerce and intermediary rules require platforms to publish a grievance officer's name and contact details, usually in the website footer, a Contact Us or Grievance Redressal page, or the terms of service. Send your complaint there in writing by email and keep the timestamp. If the published officer does not respond in a reasonable time, escalate to the National Consumer Helpline and then e-Daakhil.+==== Can I recover a gift card my relative bought, if my account is blocked? ==== 
 +Yes. A gift card is paid-for value held for the holder. Ask for it to be reissued as a fresh code or paid to your bank, and attach the original gift-card email. If it is a third-party brand voucher, write to that brand as well.
  
-==== What is the National Consumer Helpline and how does it help? ====+==== What is the National Consumer Helpline number? ==== 
 +The National Consumer Helpline runs on **1915**, and you can also complain through the NCH portal or app. It is free, creates an official docket, and takes the matter up with the company.
  
-The National Consumer Helpline (NCH) is a Department of Consumer Affairs facility where you can register a complaint against a business by phone or online. It takes up your matter with the company through its convergence partners and often gets a response where individual emails fail. It is free, creates an official record, and is a useful step before filing a formal case on e-Daakhil.+==== Does completing KYC mean I have to share my card PIN? ==== 
 +No. Genuine KYC asks for identity documents through the official app only. No platform needs your OTP, CVV, card PIN or password. Anyone asking for those to "release" your account is committing fraud.
  
-==== Can I file a consumer case to recover wallet and refund money, and how? ====+==== Can I claim compensation, or only the stuck amount? ==== 
 +On e-Daakhil you can claim the stuck amount plus compensation for deficiency in service and the harassment of being denied your own money. Send the written demand to the grievance officer first, as it strengthens the case.
  
-Yes. If the platform refuses to return money you have already paid, you can file a complaint before a consumer commission online through the e-Daakhil portal. You can claim the stuck amount plus compensation for deficiency in service. Send a written demand notice to the grievance officer first, keep your evidence ready, and pay the prescribed fee on the portal. Stakes that are high or complex may justify consulting a consumer-law professional.+===== Related guides =====
  
-==== Can I use RTI to force a private e-commerce company to return my money? ====+  * [[practical-guides:ecommerce-refund-approved-not-credited|Refund approved but not credited to your account]] 
 +  * [[practical-guides:emi-conversion-refused-reversed-after-purchase|EMI conversion refused or reversed after a purchase]] 
 +  * [[practical-guides:bank-duplicate-debit-entry-reversal-rbi-complaint|Bank duplicate debit reversal and RBI complaint]] 
 +  * [[practical-guides:start|All practical guides]]
  
-No. The Right to Information Act applies to public authorities, not to private e-commerce companies, so you cannot file an RTI directly against a marketplace or its wallet. RTI can only help indirectly, for example to ask a public regulator or a government grievance body about complaints registered against the company or the status of your own grievance. The real recovery route is the grievance officer, NCH, and the consumer commission.+Download the blocked-account balance recovery checklist (PDF).