"The Department of Consumer Affairs (DoCA) has officially initiated a probe into major e-commerce platforms for allegedly levying hidden charges on customers opting for cash-on-delivery (COD) payments. These charges, which surface during the checkout process, have sparked concerns among consumers and regulators alike. The move comes in the wake of a surge in complaints received by the National Consumer Helpline (1915 hotline)."
"Many of these grievances were linked to GST-related discrepancies after the government's recent decision to cut taxes on several goods ahead of the festive season. Instead of offering relief, consumers reported that certain platforms continued to charge additional fees, raising suspicions of non-transparent billing practices. Hidden Charges Classified as Dark Patterns Union Consumer Affairs Minister Pralhad Joshi took to X to confirm the investigation."
"Although Joshi did not name specific platforms, his post referenced a viral complaint highlighting Flipkart's checkout page, which displayed multiple add-on charges including an Offer Handling Fee, Payment Handling Fee, and Protect Promise Fee. Similarly, Amazon India openly admits on its support page that it applies a flat Rs. 5 "Marketplace Fee"on all purchases, regardless of whether the customer is a Prime subscriber."
The Department of Consumer Affairs has opened a probe into major e-commerce platforms over alleged hidden charges on cash-on-delivery (COD) payments that appear at checkout. A surge of complaints to the National Consumer Helpline followed a recent government GST cut, with consumers reporting that some platforms continued to charge extra fees instead of passing on tax relief. The hidden charges have been classified as "dark patterns," and the investigation will address extra fees imposed on COD orders. Reported examples include multiple add-on fees on Flipkart and a flat Rs. 5 marketplace fee on Amazon India.
Read at Mashable India
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