ONDC asks public for feedback on grievance redressal framework

By

Isabelle Crossley

Published
Oct 3, 2022

The Open Network for Digital Commerce published a paper on its website to invite public feedback on its grievance redressal framework on September 30. The ONDC has also gone live in a number of high-density areas in Bengaluru as the government backed e-commerce system continues to be developed.

According to the new ONDC paper, seller apps must make sure that product descriptions are both accurate and complete, ET Tech reported. Terms and conditions around refunds and order cancellations must also be clearly declared and any non-refundable items must be clearly marked as such. 
 
“Allowing sellers to declare their terms and letting buyers transact with sellers whose terms they find acceptable is an inherently more balanced approach than a centralised entity dictating what the terms of sale should be,” read the paper published on the ONDC website. 

The ONDC will approach the issue of returns through mutual agreement between buyers and sellers. The network will be designed to have a greater differentiation of service levels for customisation. Any grievances can be filed if terms of purchase or sale are violated and repeated violations will result in consequences for the guilty party. 
 
The ONDC is designed to offer a level playing field for e-commerce in India and is designed to be a facilitator, not a regulator, according to the paper. Apart from sellers declaring their terms and conditions upfront and adhering to them, the ONDC does not prescribe what these terms and conditions should be. The ONDC has given the public until October 31 to give feedback.