New e-commerce rules mandate seller identity and grievance officer details

It matters to citizens as it introduces new mandatory disclosures for e-commerce platforms, specifically regarding price reduction claims, seller identification, and the prohibition of manipulative search results.

Who it concerns: E-commerce entities (including marketplace and inventory-based), sellers on e-commerce platforms, and consumers using these platforms.

What the document says

• E-commerce entities must display the legal name, headquarters address, website details, and contact information for customer care and the grievance officer prominently.
• Grievance officers must acknowledge consumer complaints within 48 hours and redress them within one month of receipt.
• For imported goods, entities must disclose the importer's name and the full country of origin as per Legal Metrology Rules.
• E-commerce entities are prohibited from misleading users by manipulating search results or indexes based on user queries.
• Sponsored listings must be distinctly identified with clear and prominent disclosures.
• When announcing a price reduction, the entity must display the 'prior price,' defined as the lowest price of the good or service in the 30 days prior to the announcement.
• Invoices must display the seller's name in the same font size as the e-commerce entity's name.
• Entities must comply with the Guidelines for Prevention and Regulation of Dark Patterns, 2023, conduct yearly self-audits to ensure the platform is free from dark patterns, and prominently display the audit certificate.
• Marketplace entities must provide seller details (name, address, contact, ratings) to enable informed pre-purchase decisions.
• Marketplace entities are prohibited from using data collected from sellers to promote their own private label brands or to advertise sellers as associated with the platform without explicit consent.

Also in the document

• The rules define 'ranking' as the relative prominence or relevance given to sellers or goods, regardless of the technological means used.
• The notification specifies that the rules come into force from a date in January (the specific day is redacted in the provided text).
• The amendment is issued under Section 101(2)(zg) of the Consumer Protection Act, 2019.