Pralhad Joshi promises action against e-commerce platforms over additional charge on cash-on delivery orders

Two days after a user on X (formerly Twitter) took to his social media account to complain regarding the extra charge being taken for cash-on-delivery orders, Union Consumer Affairs Minister Pralhad Joshi said that the government has initiated an investigation into the matter.

Joshi reposted the picture on his account and wrote, "The Department of Consumer Affairs has received complaints against e-commerce platforms charging extra for Cash-on-Delivery, a practice classified as a dark pattern that misleads and exploits consumers.

A detailed investigation has been initiated and steps are being taken to scrutinise these platforms closely. Strict action will be taken against those violating consumer rights to ensure transparency and uphold fair practices in India’s growing e-commerce sector."

A user had earlier shared a screenshot of the price details of an item listed on Flipkart. However, charges like 'Offer Handling Fee', 'Payment Handling Fee', 'Protect Promise Fee' propelled the user to question the prices.

He wrote, "Forget Rain Fee by Zomato/Swiggy/Zepto. See the masterstroke by Flipkart: • Offer Handling Fee (for giving me the discount you advertised??) • Payment Handling Fee (for letting me pay you??) • Protect Promise Fee (protecting me from what… satisfaction?) Next up: “Scrolling App Fee”

In September, Flipkart said it had completed an independent self-audit on its digital platforms, aimed at ensuring "the highest standards of compliance, accountability" and aligning with Central Consumer Protection Authority guidelines and advisory on prevention and regulation of dark patterns.