Extra Charges on Cash-On-Delivery Orders? Centre Vows Action Against ‘Dark Patterns’ in E-Commerce

The central government has stepped in after complaints that some e-commerce platforms are charging customers extra for choosing cash-on-delivery. Union Minister for Consumer Affairs Prahlad Joshi warned

against such “dark patterns” in online retail. The matter gained attention when an user posted about his experience with an e-commerce platform. He has said that he was charged extra Rs 226 in the name of 'offer handling fee, payment handling fee and protect promise fee'."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??) and Protect Promise Fee (protecting me from what... satisfaction?)," he posted. "Next up: "Scrolling App Fee"," he joked.The individual said that he was charged an ‘offer handling fee’ of Rs 99, ‘payment handling fee’ of Rs 49, and ‘protect promise fee’ of Rs 79. The post saw multiple users sharing similar experiences. Responding to the post on Friday, Consumer Affairs Minister Joshi said that such practices will face strict action as they are violating consumer rights.

"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," the minister wrote."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," he added.Dark Patterns are practices applied by companies to extract money or data from consumers without them realising the same. They are often deceptive tactics. Common such practices include creating fake urgency by displaying "few items left in stock", or offer applicable for "limited time".