New e-commerce Rules | Fusion - WeRIndia

To strengthen consumer rights, the government notified new e-commerce rules, Consumer Protection (E-Commerce) Rules, 2020, under the Consumer Protection Act, 2019.

These new rules apply to all electronic retailers that offer goods and services to Indian consumers through a digital or electronic platform despite their registered area.

That means these rules apply to e-commerce retailers that are registered overseas as well if they are offering their goods or services to Indian consumers.

As per the new rules, the e-commerce retailers should provide details of the sellers that offer products or services on their marketplace.

They should have consumer redressal contacts and agreements with the sellers to take responsibility for consumers. They should also appoint grievance officers to settle the disputes.

They should have to display all important details about return, exchange, refund, warranty and guarantee, delivery and shipment, and modes of payment.

The e-commerce rules apply to retailers that sell through the marketplace and inventory-led models.

Third-party sellers list and sell goods in a marketplace model, whereas the e-commerce retailer stocks goods and sell online in the inventory-led model.

Both sellers should disclose their details like name, address and contact information. They should also reveal the country of origin.

If the goods are found to be fake or defective, both the sellers should not refuse to take them back.

Besides, the companies should not manipulate the price of goods and services offered on the e-commerce platform to gain arbitrary profit. Moreover, they should not discriminate between consumers of the same class.

The e-commerce retailers should ensure the authenticity of goods and services offered on their platforms. Thus, they shall bear reasonable responsibility.

With the new rules, the firms cannot charge a cancellation fee if a consumer chooses to cancel an order after the confirmation of purchase.

Without the approval of consumers, the firms cannot bundle up the products with pre-ticked checkboxes. They should also issue a receipt for the complaint raised by the consumers.

If the firms violate the rules, they will be penalized. Thus, the new rules are intended to protect consumer rights.

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