What are the duties of an e-commerce platform/portal? What are the rights of consumers on e-commerce portal?
An e-commerce platform shall
- Display contact details like e-mail address, fax, landline and mobile numbers of customer care as well as of grievance officer on its platform. Grievance Officer is required to acknowledge receipt of a complaint within 48 hours and to redress it within 30 days.
- Not impose cancellation charges on consumers cancelling after confirming purchase unless similar charges are also borne by the e- commerce entity, if they cancel the purchase order unilaterally for any reason.
- Mention the name and details of any importer from whom it has purchased such goods or services, in case of imported goods and services.
- Not refuse to take back goods, or to refund payment,
- if such goods or services are defective, deficient or spurious, or
- if the goods or services are not of the characteristics or features as advertised or as agreed to, or
- if such goods or services are delivered late from the stated delivery schedule. (Except when the delay was due to some circumstances outside the control of the seller)
- Not falsely represent itself as a consumer and post reviews about goods and services or misrepresent the quality or the features of any goods or services.
Rules 5, 6 and 7 of the Consumer Protection (E-Commerce) Rules, 2020
Relevant Legal Provisions:
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