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

  1. 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.
  2. 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.
  3. Mention the name and details of any importer from whom it has purchased such goods or services, in case of imported goods and services.
  4. 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)
  5. 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.

 Relevant Legal Provisions:
  • Rules 5, 6 and 7 of the Consumer Protection (E-Commerce) Rules, 2020

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