The government has launched an investigation into e-commerce platforms for allegedly charging customers extra for Cash-on-Delivery (CoD) transactions. In a post shared on the social media site X (formerly Twitter), Consumer Affairs Minister Pralhad Joshi announced that the Department of Consumer Affairs had initiated an investigation following complaints that the practice misleads buyers and violates their consumer rights. Joshi described the CoD charges as a "dark pattern."
In his tweet, Joshi wrote: “The Department of Consumer Affairs has received complaints against e-commerce platforms charging extra for Cash-on-Delivery, a practice classified as a dark pattern that misleads and exploits consumers.
A detailed investigation has been initiated and steps are being taken to scrutinize these platforms closely. Strict action will be taken against those violating consumer rights to ensure transparency and uphold fair practices in India’s growing e-commerce sector.”
Joshi’s reply came on a post shared by another X user named Sidnan, who shared a screenshot of the billing page of Flipkart , which included fees like “Offer Handling Fee,” “Payment Handling Fee”, and “Protect Promise Fee”. The user wrote: “Forget Rain Fee by Zomato/Swiggy/Zepto.
See the masterstroke by Flipkart:
• Offer Handling Fee (for giving me the discount you advertised??)
• Payment Handling Fee (for letting me pay you??)
• Protect Promise Fee (protecting me from what… satisfaction?)
Next up: “Scrolling App Fee” 💀”
A recent report by The Economic Times claims that e-commerce and food delivery platforms have increased their platform fees ahead of the festive sales. Online fashion retailer Myntra reportedly raised its fee from Rs 20 to Rs 25 for certain users just before the festive sales began.
What are ‘ dark patterns ’ that e-commerce sites may be using
The report claims that “dark patterns” are manipulative tactics used by e-commerce, quick commerce, food delivery, and ride-hailing platforms to trick users into unintended purchases or make it hard to unsubscribe from membership programs.
According to the report, the government has strengthened rules against unfair digital practices, expanding the ban on dark patterns to include tactics such as false urgency, subscription traps, drip pricing, and disguised ads.
In June, the Central Consumer Protection Authority directed e-commerce platforms to self-audit and remove such practices. Consumer complaints on social media, particularly against quick commerce app Zepto , prompted the move.
Zepto has since revamped its app, promising “no hidden charges.” Meanwhile, some quick commerce companies have been adding various extra fees, ranging from Rs 6 to Rs 30 per order, on top of standard delivery charges.
In his tweet, Joshi wrote: “The Department of Consumer Affairs has received complaints against e-commerce platforms charging extra for Cash-on-Delivery, a practice classified as a dark pattern that misleads and exploits consumers.
A detailed investigation has been initiated and steps are being taken to scrutinize these platforms closely. Strict action will be taken against those violating consumer rights to ensure transparency and uphold fair practices in India’s growing e-commerce sector.”
The Department of Consumer Affairs has received complaints against e-commerce platforms charging extra for Cash-on-Delivery, a practice classified as a dark pattern that misleads and exploits consumers.
— Pralhad Joshi (@JoshiPralhad) October 3, 2025
A detailed investigation has been initiated and steps are being taken to… https://t.co/gEf5WClXJX
Joshi’s reply came on a post shared by another X user named Sidnan, who shared a screenshot of the billing page of Flipkart , which included fees like “Offer Handling Fee,” “Payment Handling Fee”, and “Protect Promise Fee”. The user wrote: “Forget Rain Fee by Zomato/Swiggy/Zepto.
See the masterstroke by Flipkart:
• Offer Handling Fee (for giving me the discount you advertised??)
• Payment Handling Fee (for letting me pay you??)
• Protect Promise Fee (protecting me from what… satisfaction?)
Next up: “Scrolling App Fee” 💀”
A recent report by The Economic Times claims that e-commerce and food delivery platforms have increased their platform fees ahead of the festive sales. Online fashion retailer Myntra reportedly raised its fee from Rs 20 to Rs 25 for certain users just before the festive sales began.
What are ‘ dark patterns ’ that e-commerce sites may be using
The report claims that “dark patterns” are manipulative tactics used by e-commerce, quick commerce, food delivery, and ride-hailing platforms to trick users into unintended purchases or make it hard to unsubscribe from membership programs.
According to the report, the government has strengthened rules against unfair digital practices, expanding the ban on dark patterns to include tactics such as false urgency, subscription traps, drip pricing, and disguised ads.
In June, the Central Consumer Protection Authority directed e-commerce platforms to self-audit and remove such practices. Consumer complaints on social media, particularly against quick commerce app Zepto , prompted the move.
Zepto has since revamped its app, promising “no hidden charges.” Meanwhile, some quick commerce companies have been adding various extra fees, ranging from Rs 6 to Rs 30 per order, on top of standard delivery charges.
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