New Delhi: The Department of Consumer Affairs has initiated a detailed investigation following complaints against e-commerce platforms that levy additional charges for choosing cash-on-delivery (COD) payments, a move seen as misleading and exploitative towards consumers.
Union Minister Pralhad Joshi, in a recent tweet, termed such practices as “dark patterns”, highlighting how they manipulate users and infringe upon consumer rights. He assured that strict action would be taken against violators to safeguard consumer interests and promote transparency in India’s growing e-commerce sector.
The issue gained widespread attention after multiple consumers reported being charged extra fees when opting for COD instead of prepaid methods. One X user shared his experience with a popular e-commerce platform, where he was billed Rs 226 under ambiguous heads such as “offer handling fee,” “payment handling fee,” and “protect promise fee.” The user sarcastically compared these charges to the so-called “Rain Fee” sometimes applied by food delivery apps like Zomato, Swiggy, and Zepto, pointing out the opaque and confusing nature of such levies.
Responding to these concerns, Joshi emphasized on social media that the government would scrutinize these practices closely and take stringent action against companies engaging in unfair trade practices.
What are dark patterns?
Dark patterns refer to manipulative design strategies used by companies to extract money or data from consumers without their informed consent. Examples include misleading scarcity signals (“only one or two items left”), fake countdown timers for offers, and hidden or confusing fees buried deep in the checkout process. Charging extra for payment methods such as COD under vague fee names is a prime illustration of these unethical tactics.
The government has previously engaged e-commerce companies, instructing them to cease deceptive practices, and is actively developing legislation to curb such manipulative behavior. Consumers are encouraged to report violations through the Jagriti app, which facilitates lodging complaints related to unfair trade practices.
