The Open up Network for Digital Commerce (ONDC) on Friday place out a paper on its web site on grievance redressal for the community to reply in advance of October 31.
This arrives on a working day when it went live in some large-density regions in Bengaluru.
The paper suggests Seller Applications should assure that the products description is exact and complete. They ought to also be certain that the conditions and disorders for returns/refunds/cancellations are plainly declared.
3rd, they will have to plainly specify the cost declared by the vendor (which can not be increased than the utmost retail value), independent from any other expenses this kind of as advantage fees, packing charges and many others. Fourth, the fulfilment phrases these types of as shipping time and delivery charges have to be obviously mentioned.
The paper also claims that if the vendor had declared upfront that the item is not returnable, the return will not be processed unless of course the solution is faulty or weakened.
Even when a item is returnable, the vendor may pick to challenge a refund alternatively than initiating a return.
In the same way, cancellations will only be processed if the vendor had indicated upfront that the purchase is cancellable.
The logistics for a return, the paper said, will work in a equivalent style to ahead logistics, but with the movement inverted.
The seller or vendor application will spot a logistics get for the reverse pickup, if that was the motivation offered in the returns policy and the return was initiated in the return window.
ONDC tackles problems of returns, refunds and cancellations mostly by means of mutual agreement amongst purchasers and sellers.
The vendor must disclose their conditions with respect to returns, refunds and cancellations, upfront at the time of creating an give to the buyer. This is a need beneath the community coverage, according to the paper.
Even further, the precise terms them selves are coded into the transaction-level agreement.
“Allowing sellers to declare their terms and permitting prospective buyers transact with sellers whose conditions they obtain satisfactory is an inherently far more balanced tactic than a centralized entity dictating what the phrases of sale really should be,” the paper explained.
This will make it possible for for higher differentiation in assistance stages provided by distinctive sellers and make it possible for for improved price tag discovery, while at the exact same time giving potential buyers the option of deciding upon to deal with sellers that supply suitable conditions.
Further more, at the time the terms are set, a distinct contractual motivation is made concerning the consumer and vendor, and between their interfacing network contributors who are facilitating the transaction.
Any violation can then develop into grounds for filing a grievance/dispute, and recurring violations can final result in disciplinary action on the respective community participant, the paper mentioned.
Past building the events declare their terms upfront, and casting an obligation on all functions to abide by their pre-declared commitments, ONDC does not prescribe just about anything unique with respect to how returns, refunds and cancellations are to be handled.
This is in retaining with ONDC’s principle of currently being a facilitator, not a regulator, the paper said.