New Delhi: In a bold move to shield shoppers from sneaky surcharges, the Department of Consumer Affairs has launched a sweeping probe into major e-commerce platforms accused of slapping extra fees on cash-on-delivery (COD) orders.
Consumer Affairs Minister Pralhad Joshi fired off a stern warning on X (formerly Twitter) on Friday, branding the practice a “dark pattern” designed to mislead and exploit users – a blatant breach of consumer rights in India’s booming online marketplace.
Complaints have flooded in from irate buyers, claiming that opting for COD — a lifeline for millions of people wary of digital payments — triggers hidden add-ons, jacking up costs unfairly. “We’ve received reports of e-commerce firms overcharging on COD, a deceptive tactic that erodes trust,” Joshi posted, vowing a thorough investigation with “strict action” against violators.
Sources reveal the department is demanding explanations from implicated companies, with penalties looming for those found guilty.
This crackdown underscores the government’s push for transparency in a sector exploding with 800 million internet users.
Experts warn such exploitative ploys could dent consumer confidence, stalling e-commerce growth. Consumer rights activists hailed the step as a “vital reset”, urging faster enforcement to hold platforms accountable.
Flipkart, a prime target, swiftly responded through Chief Corporate Affairs Officer Rajnish Kumar: “We remain committed to transparency and trust with every customer. Our recent self-audit confirms we’re upholding our role as a responsible digital marketplace.”
As the inquiry unfolds, eyes are on whether its findings will curb the cash crunch or spark a broader overhaul of online billing norms.