Hidden Charges On E-Commerce Including Flipkart, Amazon, Swiggy, Zomato To Be Investigated By DoCA

DoCA announced on December 8, 2018, it has initiated an official investigation against online retail platforms for allegedly imposing hidden charges on cash-on-delivery (COD) orders, raising questions of transparency and fair pricing. The probe comes after National Consumer Helpline received thousands of complaints related to reductions of Goods and Services Tax (GST) prior to India's festive season.

Hidden Charges Classified as ‘Dark Patterns’

Union Consumer Affairs Minister Pralhad Joshi announced on X (formerly Twitter) that DoCA will thoroughly investigate complaints against e-commerce platforms for levying additional fees for COD transactions. While no specific companies were named, a screenshot shared by a user highlighted Flipkart charging three fees—an “Offer Handling Fee”, a “Payment Handling Fee”, and a “Protect Promise Fee”—on a single purchase.

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… https://t.co/gEf5WClXJX

— Pralhad Joshi (@JoshiPralhad) October 3, 2025

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Amazon also levies a flat Rs. 5 “Marketplace Fee”, even for Prime members, while quick commerce apps like Zomato and Swiggy add extra charges such as a “rain fee”, which applies to all users, including those with premium subscriptions.

Complaints Spike After GST Rate Cuts

Since September 22, the National Consumer Helpline has received 3,981 complaints regarding e-commerce pricing following GST rate cuts. Many consumers reported that sellers failed to adjust the maximum retail price (MRP) of products to reflect the reduced tax rates.

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What This Means for Consumers

The DoCA probe aims to ensure greater transparency for online shoppers. Consumers are advised to:

- Check the final price and fee breakdown before completing an online purchase.

- Report hidden charges via the National Consumer Helpline at 1915.

With the investigation underway, shoppers could soon experience clearer pricing and fewer surprise charges during online transactions.