The Department of Consumer Affairs has launched an investigation into e-commerce platforms accused of levying extra charges under misleading names, a practice the government has classified as a “dark pattern” designed to deceive consumers.
Union Minister for Consumer Affairs, Food and Public Distribution, and New and Renewable Energy Pralhad Joshi revealed on X (formerly Twitter) that multiple complaints have been received regarding e-commerce platforms charging extra for Cash-on-Delivery and other hidden fees.
“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 minister said.
The announcement came after a user shared a screenshot on X showing an e-commerce site imposing several additional charges, including “Offer Handling Fee,” “Payment Handling Fee,” and “Protect Promise Fee.” These extra costs raised the total price of items despite discounts, leaving consumers paying more than the displayed amount.
Following the minister’s post, many users echoed similar experiences, complaining that such hidden charges were becoming increasingly common across online platforms. Several called for greater transparency and tighter regulation of these practices.
Dark patterns refer to deceptive digital design or pricing strategies intended to manipulate consumer behavior — for instance, by hiding costs, pushing unwanted add-ons, or confusing users during checkout. The Department of Consumer Affairs has been actively identifying and issuing warnings against such tactics to safeguard consumer rights in India’s rapidly expanding digital marketplace.
