Fake reviews online? Help at hand, finally.
Online marketplaces such as Amazon, Flipkart and Myntra may soon have to root out fake product reviews, as the government turns the heat on the menace that frequently leads to frustration and financial losses. The marketplaces will also be prohibited from editing user reviews to alter their message, and must ensure that the original content and intent of the reviewer are preserved, a top government official said. Companies will also be disallowed from preventing negative reviews.
The consumer affairs ministry has proposed a quality control order (QCO) to put a check on such reviews, said Nidhi Khare, secretary, consumer affairs. “One of the key provisions of the proposed QCO is the prohibition of publishing consumer reviews online collected with bias and prejudice," Khare said. The changes are expected to encourage e-commerce firms to address genuine consumer grievances rather than suppress negative feedback.
Khare said that all e-commerce companies will have to comply with the new norms, and violators will be liable for punishment under the provisions of the Consumer Protection Act and the Bureau of Indian Standards (BIS), as QCOs fall under the purview of the BIS. Products may also be delisted from designated portals. “E-commerce platforms offer a virtual shopping experience, limiting consumers’ ability to physically inspect products.
As a result, consumers heavily rely on reviews from other users to make informed decisions," said Khare. “These online reviews serve as social proof, providing insights and confidence to potential buyers, ultimately influencing their purchasing choices. It should not be manipulated to push the sale of any product." A QCO refers to a directive issued by the government to regulate the
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