Can a Consumer Complain About Hidden Charges Added After Placing an Online Order?
You order a product online after seeing an advertised price, proceed to checkout, and then discover an unexpected fee. Sometimes the final amount includes delivery, handling, platform or other charges that were not clearly disclosed when you decided to purchase.
Can such hidden or undisclosed charges be challenged? Depending on the circumstances, a consumer may have grounds to raise a complaint where charges were not properly disclosed or the pricing representation was misleading.
The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 provide a framework for protecting consumers in online transactions. The E-Commerce Rules apply to goods and services bought or sold through digital or electronic networks and cover different e-commerce models.
When can an unexpected charge become a consumer issue?
Not every additional charge is automatically unlawful. For example, a clearly disclosed delivery fee or applicable tax may legitimately form part of the final price.
The concern can arise when a mandatory charge is introduced or revealed only at a later stage without adequate disclosure, particularly where the earlier representation gives the consumer a materially different understanding of what the purchase will cost.
The applicable rules require relevant information concerning fees or charges payable by users to be made available to consumers.
The rules governing invoices also require the total price in a single figure, together with a breakup showing compulsory and voluntary charges such as delivery, postage, handling and applicable tax.
What evidence should a consumer preserve?
If you believe an online seller or platform added an undisclosed charge, preserve the transaction record before the webpage or offer changes.
Useful evidence can include:
- Screenshot of the advertised price
- Product or service listing
- Checkout-page screenshots
- Cart and payment-page details
- Order confirmation
- Invoice or bill
- Bank, card or UPI payment record
- Emails, SMS or app notifications
- Terms and conditions applicable to the transaction
- Communications with customer support
- Refund or cancellation correspondence
The comparison between the advertised price, checkout amount and final amount charged can be particularly important.
What can a consumer do?
A practical first step is to raise a written grievance with the seller or e-commerce platform and clearly identify the disputed charge. Keep the complaint and response as part of your records.
If the issue is not satisfactorily resolved, a consumer may consider the appropriate consumer dispute-redressal mechanism under the Consumer Protection Act, 2019, depending on the facts and jurisdiction. The Consumer Protection (E-Commerce) Rules also contemplate grievance-redressal mechanisms for online transactions.
The relief sought can depend on the circumstances and may include an appropriate refund or other remedy available under consumer law.
What should consumers avoid?
Do not rely only on a phone conversation with customer support. Keep written records and preserve screenshots showing the price and charges at different stages of the transaction.
Also check whether the disputed amount was actually disclosed in the terms, checkout page or other transaction information. A charge that appears unexpected may still have been disclosed before payment, which can materially affect the dispute.
Adv. Anupam Kumar Mishra can assist consumers in examining the transaction records, identifying the nature of the disputed charge and understanding the available consumer-law remedies.
For general legal information or to discuss whether professional assistance may be relevant to an online shopping dispute, you may contact :
WhatsApp: +91-9051112233
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