Critical Analysis: Interplay of E-commerce and Conumer Protection, in Conformity with International Standards

Abstract

This study examines the existing legislative framework in India that safeguards the interests of online customers in light of the rapidly expanding e-commerce sector and its impact on consumer preferences for online shopping. A thorough analysis of the two recently established laws—the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020—as well as a literature review support analysis of 290 online customers were carried out in order to address the study questions and achieve the objectives. Important conclusions include the following: cash on delivery is the preferred method of payment for online purchases; website content and efficient customer support services foster consumer confidence; and safe and dependable systems are critical to the success of e-business firms. One may argue that the new laws are sufficiently strict to uphold the rights of internet shoppers and encourage the expansion of e-commerce in India. In addition to elements like website information, customer service, warranty, security, privacy, and redressal, laws protecting consumer rights in e-commerce also have an impact on consumers' confidence. Expanding e-commerce appears to be promising given the strong legal framework and consumer protection policies in place. The findings add to the body of knowledge on e-commerce and the protection of consumer rights by clarifying the critical elements influencing customer loyalty and trust as well as providing an insightful viewpoint on e-consumer protection in the Indian context with wider implications.