The e-commerce consumer complaint act could be considered very beneficial for customers as it prevents any biased trade measures or deceptive marketing strategies. Read on to learn more about the e-commerce consumer complaint act in detail.
The e-commerce rules recommend an intricate framework for e-commerce entities to supervise and avoid deceptive trade practices or false advertisements from sellers on the respective platform. E-commerce entities now need to get express consent. This consent has to be obtained from the consumers who want to purchase any type of service or goods on an e-commerce consumer complaint act platform. The price of the services or goods sold on the platform can in no way be increased or rather we can say manipulated by these e-commerce entities for irrational profits.
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The Implication of the E-commerce Consumer Complaint Act
The Consumer Protection Act has boosted the governing approach toward consumer protection and also deployed a framework for the effective and timely settlement and administration of consumer disagreements. This act comes quite beneficial to customers as there are significant advances in the retail trade which has led to the creation of a market that is accessible instantly only by a single click and no longer bound by the factors such as location, distance, opening hours, space constraints, logistical challenges, or stock limitations. This has opened a lot of avenues for sellers as well as buyers.
Understanding the Term E-Commerce Entity
When we say “e-commerce entity”, we have to understand what it means. This term means any individual, who operates, owns or even manages any kind of electronic or digital platform or facility. However, this does not include a seller offering his services or goods for sale in a marketplace. The E- Rules apply to:
- All services and goods that are sold or bought over electronic or digital networks that also include digital products
- All e-commerce models, also include inventory and marketplace models of e-commerce
- e-commerce retail, including single-brand and multi-channel retailers within all formats
- All types of discriminatory trade practices across all e-commerce models.
The legislative intention is quite clear as it includes all types of retail models/ e-commerce/entities –B2B, B2C, and also B2B2C, that are established in or also outside the country but sell services or goods to people in India. Thus, you must understand that all types of e-commerce entities, whether functioning on the marketplace or the inventory model, are subject to legal rules and laws prescribed under the E-commerce Protection Act for consumers. For any help concerning raising an online consumer complaint, we recommend that you reach out to Vakilsearch right away.
How Does the E-Commerce E- Consumer Complaint Act Benefit the Customer
There are many points stated within the e-consumer complaint act that makes it beneficial for customers. Following are a few of the key points highlighted in the Act that can help you understand more.
Consent of Consumers
It is interesting to note consumers now have to provide express consent to e-commerce entities once they purchase the services or goods and this consent cannot be recorded automatically, in fact, it is not available even as pre-ticked checkboxes.
Price Manipulation
The price of the services or goods that are being sold can in no way be manipulated by the e-commerce entities for any type of irrational profit. The intent is to assure that a very fair market field is available for all sellers so that there are no deceptive and partial measures practised by an e-commerce entity (for example freebies, heavy discounts, cashback offers also EMI options) that influences the choices of the consumers which favour a specific seller.
Previously, there were many such instances where an e-commerce entity has observed price manipulation methods that involve heavy discounts on some products which were initially priced at more than the actual MRP of the products.
Preferential Treatment To Sellers
E-commerce entities now have to ensure absolutely no discrimination between the buyers of the ‘same class’ which (indirectly or directly) affects the consumers’ rights. Also, it is now compulsory for e-commerce entities to reveal the conditions and the terms governing the relationship with the sellers on the platforms that comprise a description of any kind of biased treatment that a market offers to any specific seller or concerning any services or goods that are a part of the same category.
Zero Cancellation Charges
Cancellation charges cannot be imposed on a user, even if the consumer needs to cancel an order that has been confirmed unless there are similar charges on the e-commerce entity if it individually cancels an order that has been by a consumer.
Timely Refunds
All refund requests have to be done within a ‘rational period’. All e-commerce entities have different policies concerning refunds. Also, there have been multiple cases where consumers have has to wait for a significant time to get refund payments.
Grievance Redressal Officer
It is now compulsory for e-commerce entities to appoint a grievance redressal officer and the details have to be displayed on the online platforms. Also, a nodal person of contact or a substitute senior designated has to be appointed to ensure compliance with the E-Commerce Rules.
Reach out to Vakilsearch for any help with any kind of legal matter concerning consumer complaints. Check here to file a legal notice under consumer protection act.
Conclusion
Due to the pandemic, e-commerce has been a huge boon to all consumers and the new blessing for all consumers and the new e-commerce consumer complaint act could not have come at a better time. This act ensures that consumers are protected in all possible ways from any kind of malpractices that sellers on online platforms may follow.
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