HomeTechnologyONDC invites public comments on its grievance redressal draft framework

ONDC invites public comments on its grievance redressal draft framework

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The Open Network for Digital Commerce (ONDC) on Friday put out a paper on its web site on grievance redressal for the general public to reply earlier than October 31.

This comes on a day when it went stay in some high-density areas in Bengaluru.

The paper says Seller Apps should make sure that the product description is correct and full. They should additionally make sure that the phrases and circumstances for returns/refunds/cancellations are clearly declared.

Third, they have to clearly specify the value declared by the vendor (which can’t be better than the utmost retail value), separate from another fees akin to comfort charges, packing fees and many others. Fourth, the fulfilment phrases akin to supply time and supply fees have to be clearly talked about.

The paper additionally says that if the vendor had declared upfront that the product will not be returnable, the return is not going to be processed except the product is flawed or broken.

Even when a product is returnable, the vendor might select to difficulty a refund reasonably than initiating a return.

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Similarly, cancellations will solely be processed if the vendor had indicated upfront that the order is cancellable.

The logistics for a return, the paper stated, will work in a similar way to ahead logistics, however with the move inverted.

The vendor or vendor app will place a logistics order for the reverse pickup, if that was the dedication given within the returns coverage and the return was initiated throughout the return window.

ONDC tackles problems with returns, refunds and cancellations primarily by way of mutual settlement between consumers and sellers.

The vendor should disclose their phrases with respect to returns, refunds and cancellations, upfront on the time of creating a suggestion to the client. This is a requirement beneath the community coverage, in line with the paper.

Further, the precise phrases themselves are coded into the transaction-level contract.

“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 centralized entity dictating what the terms of sale should be,” the paper stated.

This will enable for better differentiation in service ranges supplied by totally different sellers and permit for higher value discovery, whereas on the similar time giving consumers the choice of selecting to cope with sellers that provide acceptable phrases.

Further, as soon as the phrases are set, a transparent contractual dedication is created between the client and vendor, and between their interfacing community contributors who’re facilitating the transaction.

Any violation can then change into grounds for submitting a grievance/dispute, and repeated violations can lead to disciplinary motion on the respective community participant, the paper stated.

Beyond making the events declare their phrases upfront, and casting an obligation on all events to abide by their pre-declared commitments, ONDC doesn’t prescribe something particular with respect to how returns, refunds and cancellations are to be dealt with.

This is in step with ONDC’s precept of being a facilitator, not a regulator, the paper stated.

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