E-commerce platforms must resolve customer complaints within one month from January 2027

The Union Consumer Affairs Department has mandated that e-commerce platforms must resolve customer grievances within one month, under new rules that will take effect from January 1, 2027.

The Consumer Protection (E-Commerce) (Amendment) Rules, 2026, notified recently by the department, introduce sweeping disclosure requirements and consumer safeguards aimed at addressing emerging concerns in digital marketplaces. The regulations promise protection against dark patterns and bundled fees.

Disclosure and transparency requirements

Under the amended rules, published in the gazette on September 9, every e-commerce entity must provide the legal name of the company, the principal geographic address of its headquarters and all branches, and the name and details of its website. Platforms are also required to furnish contact details including e-mail address, landline and mobile numbers of customer care, as well as details of the grievance officer.

For imported goods sold in India, e-commerce entities will be required to disclose details of the importer and the country of origin.

Complaint redressal mechanism

The rules stipulate that the grievance officer must acknowledge receipt of any consumer complaint within 48 hours. The complaint must then be redressed within one month.

Advertisement and pricing norms

Every e-commerce entity must ensure that sponsored listings of products and services are distinctly identified with clear and prominent disclosures. When announcing a price reduction, the seller must indicate the prior price of the goods or services along with the reduced price.

Dark patterns and bundled fees

The rules require every e-commerce entity to comply with the Guidelines for Prevention and Regulation of Dark Patterns, 2023, and conduct yearly self-audits to ensure that its platform is free from dark patterns. A certificate to this effect must be displayed prominently.

Marketplace e-commerce entities are prohibited from collecting bundled fees for services unrelated to the e-commerce platform, subject to specified exceptions for loyalty or membership programmes.

Source: The Hindu