What obligations do e-commerce platforms have under the Consumer Protection (E-Commerce) Rules, 2020?

Question

I bought a product on an online marketplace and the seller is untraceable. Is the platform itself liable under the E-Commerce Rules? I would like to understand which provision governs this, what it entitles me to, and how long I have before the remedy lapses. I also want to know whether I need a lawyer for this or can do it myself.

MyVakeel Legal Desk · Accepted Answer

In India, the answer to "What obligations do e-commerce platforms have under the Consumer Protection (E-Commerce) Rules, 2020?" turns on Consumer Protection (E-Commerce) Rules 2020, Rule 5 and Consumer Protection (E-Commerce) Rules 2020, Rule 6. The points below set out the position and then what to do about it, in the order it should be done.

Rule 5 requires every e-commerce entity to appoint a grievance officer and display their name and contact details, with complaints to be acknowledged within 48 hours and resolved within one month.

Rule 5 also mandates disclosure of seller details including registered name, address, customer care contact and rating, before the confirmation of a sale.

Rule 6 imposes specific duties on marketplace e-commerce entities, including maintaining a record of sellers, ensuring sellers do not engage in unfair trade practices, and not manipulating search results to favour related sellers.

While marketplace platforms generally are not the direct 'seller', they can be held liable for facilitating unfair trade practices or failing their own disclosure and grievance redressal duties under these Rules.

The CCPA can act against platforms for systemic violations of these Rules, while individual buyers can still pursue the identified seller before a Consumer Commission.

What to do next: 1) Note down the seller's name and details as displayed on the platform at the time of purchase; 2) Lodge a complaint with the platform's grievance officer, quoting the order ID and issue; 3) If unresolved within the mandated timeline, escalate to the CCPA citing the E-Commerce Rules 2020; 4) File a consumer complaint against the seller, and the platform if it failed its own disclosure duties.

If you are unsure whether your facts fall inside Consumer Protection (E-Commerce) Rules 2020, Rule 5, that is worth checking with an advocate before you commit to a route, because switching later costs time. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in consumer law.