Government will soon tighten screws on online platforms like Amazon and Flipkart. The consumer will be the king in the new order. According to the sources, the government will be introducing stricter rules to discipline the e-commerce platforms.
The new rules are likely to protect the interests of the consumer. The new rules with regards to the online platforms will ensure that any online fraud, refund issues and complaints related to the cancellation of orders are addressed adequately and steadfastly.
According to sources in the Ministry of Consumer Affairs, government has received all kinds of suggestions with respect to the regulations for the e-commerce sector. The government had invited suggestions from all stakeholders and public almost a month back.
Currently, the deliberations on regulating the e-commerce sector are on in the Ministry of Consumer Affairs. According to ministry sources the new rules will likely be implemented from the next financial year starting 1 April.
Some of the rules that could be introduced by the government as per the sources are:
— Responsibility will be fixed for the return of the product within 48-72 hours of the cancellation
— The e-commerce companies will have to make refund within 7 days of cancellation
— Normal complaints from the customers to be resolved in 15 days from the complaint date. The complaint will be closed only after the customer nod
— Serious problems need to be resolved within 30 days of the complaint
— Customercare Number and email for complaints by e-commerce companies likely to become mandatory for every product
— Provisions for penalising customers for false complaints could come. The penalty would be monetary in nature
— Provisions for only genuine customer feedback and review may be introduced
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— Most e-commerce companies have stressed and promised to enhance customer service through self-regulation in their suggestions to the Ministry of Consumer Affairs