The government has initiated a formal investigation into extra charges being levied on cash-on-delivery orders on e-commerce platforms. Charging additional fees on COD by e-commerce platforms is a kind of ‘dark pattern’. The department has intensified its investigation following complaints received this year. -Consumer Affairs Minister Pralhad Joshi Charging extra money on COD is an example of drip pricing. This is one of the 13 dark patterns under the Consumer Protection Act. In July, complaints emerged on social media against platforms like Zepto, where ‘cash handling fees’ were added at checkout. The minister also said, “Platforms will undergo thorough investigation. Strict action will be ensured against those violating customer rights, to maintain transparency in e-commerce.” These Dark Patterns are More Trending Adopting these methods is a violation of rules. This includes extra charges on COD. If found guilty in investigation, fines and other actions can be taken under the Consumer Protection Act. Answers to some questions related to ordering items online… Question 1: What should you do if you receive a defective or wrong product in online shopping? Answer- In such a situation, the customer should first take photos and videos of the product as evidence. Then go to the shopping app or website and submit a return-replacement request. Most companies have a 7 to 10 day return policy. Question 2: Does the customer have the right to return items without giving a reason? Answer- This completely depends on the return policy of that e-commerce website. Some websites have a ‘no-questions-asked return’ facility, where customers can return items within a specified time (usually 7 or 10 days) without giving any reason. However, undergarments, personal care items, or customized orders are often not included in this. Therefore, it’s important to carefully read the website’s return and refund policy before making a purchase. Question 3: What should be done if the company delays or refuses to give refund? Answer- The customer should first keep all their records safe. Such as order receipt, screenshots of customer care calls or chats, email proofs etc. If the company repeatedly delays refund or is not responding, then take these steps- Question 4: What precautions should be taken during online shopping? Answer- While online shopping, it is important to pay special attention to these things… Question 5: Are consumer rights the same for both online and offline shopping? Answer- Yes, consumers have the same legal rights for both online and offline purchases. The Consumer Protection Act, 2019 explicitly includes e-commerce platforms as well. Companies must comply with rules related to transparency, quality, secure transactions and return policies.
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