The Department of Consumer Affairs has initiated an inquiry into e-commerce platforms that impose extra charges for choosing cash-on-delivery (COD) payments. Union Minister Pralhad Joshi called these practices “dark patterns” on Twitter, warning of strict action to protect consumer rights and ensure transparency in India’s expanding e-commerce sector.
Complaints arose after consumers noticed ambiguous fees applied when selecting COD instead of prepaid options. One user reported being charged Rs 226 under labels like “offer handling fee,” “payment handling fee,” and “protect promise fee,” comparing them sarcastically to arbitrary charges seen on food delivery apps such as Zomato, Swiggy, and Zepto.
Joshi’s tweet on Friday underscored that these manipulative practices would face government scrutiny and enforcement.
Dark patterns are deceptive design strategies used to mislead consumers or extract extra money or data. Examples include fake scarcity indicators, countdown timers, and hidden fees buried in checkout processes. Charging extra for COD under vague fee names fits this description.
The government has previously cautioned e-commerce companies against such tactics and is developing legislation to prevent them. Consumers can report violations through the Jagriti app, which facilitates complaints against unfair trade practices.
