“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,” Consumer Affairs Minister Pralhad Joshi said in a post on X on October 3.
“A detailed investigation has been initiated and steps are being taken to scrutinize 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.
The ministry’s move comes amid growing scrutiny of deceptive digital practices, particularly in online commerce, where seemingly small charges or tweaks in checkout flows can have widespread impact.
The investigation follows consumer complaints received earlier this year, after some platforms started levying ‘cash handling fees’ on COD orders. One such instance gained attention in July, when Zepto users flagged the practice on social media and accused the platform of adding non-transparent charges at checkout.
