A critical study of consumer protection in online shopping in India

Abstract

The architecture of electronic commerce provides a dynamic and collaborative platform to business and consumers. Though there is abundant literature on issues pertaining to consumer protection in electronic commerce, this is perhaps the first attempt to address the study in a holistic manner, addressing three major aspects of consumer protection in online shopping - information disclosure, consumer awareness and grievance redressal. The three aspects correspondingly relate to three major consumer rights right to information, right to consumer education and right to seek redressal respectively. Information disclosures in online transactions being at the heart of the problem, the study is useful in identifying areas where government intervention in online markets serving consumers may be warranted, and the form of intervention that will be most effective. The study goes to the extent of placing a regulatory framework on uniform disclosure guidelines to be complied by businesses that offer goods and services for sale to consumers through the electronic medium. The new framework can be a starting point to new policy actions towards consumer empowerment. newlineThe study also aims to identify and develop solutions and strategies to achieve consumer education and awareness that address relevant issues in online shopping. An in-depth analysis of a body of consumer cases before the consumer dispute redressal agencies is made to bring outa critical examination of the administrative and enforcement mechanisms of the Consumer Fora in handling grievance arising out of online shoppingand to suggest appropriate measures to strengthen consumer grievance handling. newline newline