Paying hidden “handling fees” on Flipkart & Amazon? Learn how these new charges are deceiving Indian consumers, slashing discounts, and why your trust might be broken.
India’s online shopping era, led first by Flipkart (2007) and Amazon (2013), was founded on a pledge of easier access, low prices and great variety. And we, the consumers, grew up with them—transitioning from a cautious COD paradigm to entrusting these platforms with our prepaid funds.
But is that trust being violated?
I’ve been ordering products online for years, both as a tech reviewer and a normal consumer. But recently, a troubling pattern has emerged. I’ll put a product in my cart, observe a discount, and then, on the last payment page, the price blows up with inexplicable charges.
My discount is hacked, I’m being hit with ₹150, ₹200 or even ₹300 in idiotic “fees” and I feel like I’m being blatantly duped.
It’s high time we discuss the actual situation.
The New Scam: ‘Handling’ and ‘Promise’ Fees
The biggest sin at the moment is the emergence of several, ambiguous surcharges at the point of checkout, particularly on Flipkart. These are not shipping fees (usually free for Plus members, or on orders over ₹500).
These are innovative methods of stealing money from your wallet.
So let’s check out some real-world examples from my recent orders:
- Example 1: A Vivo Smartphone
- Price after discount: ₹14,999
- Offer Handling Charge: ₹69
- Payment Handling Fee: ₹25
- Protect Promise Fee: ₹79
- Total Extra Charges: ₹173
- Sample #2: A MacBook Air M2
- Price after discount: ₹63,989 (This included a ₹1,000 discount)
- Offer Handling Charge: ₹69
- Payment Handling Fee: ₹126
- Protect Payment Fee: ₹149
- Total Extra Charges: ₹344
In the MacBook case, 35% of my ₹1,000 discount was immediately clawed back by Flipkart in these “fees”. What am I paying for? What “handling” or “promise” isn’t already included in the product price and platform commission.
What’s worse is the inconsistency. On a different phone order (a Realme P4), there was no “Offer Handling Fee” whatsoever. On a Oppo K3, it was Rs.149. Or appears to be a whimsical fee imposed as one pleases.
Is This a “Dark Pattern”?
Governments have recently been discussing a crack down on ‘dark pattern’—deceptive UI tricks that cause users to pay for things they didn’t intend to. You can even report them by dialing 1915.
However, these platforms are clever. They may contend this isn’t a dark pattern because the fee is “disclosed” ahead of your payment.
But see how they reveal it. On the product page, there may be a small greyed-out line of text stating ‘₹149 Protect Promise Fee will be charged’. And then, at checkout, they tack on more fees based on your payment method.
They’re literally telling you, but in a subliminal sense. It’s deceptive, plain and simple.
And don’t even think Amazon is blameless. Although Flipkart is the bigger culprit here, Amazon has quietly begun tacking its own ₹5 “Marketplace Fee” to certain orders. It starts small.
The Trust Deficit: Real Consumer Nightmares
These fees are merely a component to a bigger issue. It appears that the platform’s accountability is crumbling. Here are only some recent tales from actual customers.
1. The Pre-Activated Product
Atul bought a Samsung S25 ultra from a “Flipkart Assured” seller. When the phone arrived he verified the IMEI number and its warranty was already started, indicating it was 8-10 days old (probably a ‘pre-activated bundle’ phone). He rightly refused the delivery. Now, the delivery boy’s phone is switched off and Flipkart support has done nothing.
2. The Shipped-Then-Cancelled Order
Sudesh’s iPhone 14 order (a solid deal of ₹33,000) was confirmed. It was mailed and en route. Then, suddenly, it was cancelled. The reason given? Incorrect pricing. This wasn’t a ₹50 glitch, it was a sale price. They can cancel orders at will, as assured in their platform’s terms and conditions, and the consumer is left with nothing.
3. The Vanishing OBD
Gurpreet bought a laptop only because it had the OBD option. The laptop shipped, but right before it reached him, the OBD option had mysteriously vanished from the order. He wouldn’t take an unopened, expensive thing without looking and had to cancel.
4. The “Used” New iPhone
Om Prakash purchased a new iPhone 16. The box was perfectly sealed. But when he powered on the phone, it didn’t begin with the setup screen. It went directly to the “Hello” screen, and even worse, it already had two pictures in the gallery. (At least he got one that was replaced.)
5. The Fake Ratings System
How many times have you seen a product launched yesterday with 5,000 ratings? Platforms are merging reviews from old products with new ones, tricking you into thinking a new item is well-tested. Worse, many brands openly include stickers in the box offering ₹50-₹100 for a 5-star review. This is a paid review, and the platforms are doing nothing to stop it.
What Can You Do?
While we wait for consumer laws to catch up, you must be your own protector.
- Always Record: Make a video of your product arriving, from the sealed box to opening it and turning it on. This is your single best piece of evidence.
- Master Open Box Delivery (OBD): If you have OBD, DO NOT give the OTP to the delivery agent until you have opened the box, inspected the product for physical damage, and (if it’s a phone/laptop) turned it on. They will rush you. Don’t let them. The OTP is your acceptance. Once given, it’s your problem.
- Check Warranties Immediately: For any high-value gadget, check the serial number or IMEI on the brand’s official website immediately to ensure the warranty hasn’t been pre-activated.
- Read the Final Page: Scrutinize the final checkout page. Look at the breakdown of charges. If you see “Handling” or “Promise” fees, know that you are paying extra for nothing.
These platforms have grown on our trust. Now, they are monetizing that trust by adding pointless fees and allowing shady practices to flourish. It’s time for us, as consumers, to be more vigilant and demand more accountability.
What’s the worst online shopping experience you’ve had? Share your story in the comments to help make others aware.
Frequently Asked Questions (FAQ)
Q: What are the new “Handling” and “Promise” fees on platforms like Flipkart?
These are extra charges (like “Offer Handling Fee,” “Payment Handling Fee,” or “Protect Promise Fee”) that platforms have started adding at the final checkout page. They are separate from the product price and delivery charges. The article argues that these fees are often arbitrary, inconsistent, and serve to take back a portion of the discounts offered to the consumer.
Q: Are these extra fees legal, or are they a “dark pattern”?
It’s a grey area. While the platforms disclose these fees before payment (often in small print), the deceptive way they are introduced at the very last step is characteristic of a “dark pattern.” The post mentions that the government is looking into such practices and you can report suspected dark patterns by calling 1915.
Q: Why did my confirmed and shipped order get cancelled?
This is a common complaint. The platforms’ terms and conditions often allow them or their sellers to cancel an order at any time, even if it has already been shipped. The most common reason given is “incorrect pricing,” which leaves the consumer with no product, even if they ordered during a legitimate sale.
Q: What is an “Open Box Delivery” (OBD) and how should I handle it?
Open Box Delivery is a service where the delivery agent opens the package in front of you. The most important rule is: DO NOT share the OTP until you have fully inspected the product. Open the box, check for any physical damage, and (if it’s a gadget) turn it on to ensure it’s the correct, new, and working item. Once you give the OTP, you are confirming acceptance, and it becomes much harder to file a complaint.
Q: What should I do if I receive a “pre-activated” phone?
A “pre-activated” phone is a new device whose warranty has already started, often days or weeks before you received it. This can happen when sellers buy units in bulk. You should immediately check the warranty status on the brand’s official website using the phone’s serial number or IMEI. If you find it’s pre-activated, contact customer support immediately, as you are not getting the full warranty period you paid for.
Q: Can I trust the star ratings and reviews on Amazon and Flipkart?
You should be very cautious. The article highlights two major problems:
- Merged Ratings: Platforms sometimes combine reviews from older product models with new ones, making a brand-new item look like it has thousands of time-tested reviews.
- Paid Reviews: Many sellers include small QR codes or stickers in the box, offering a small cash payment (e.g., ₹50-₹100) in exchange for a 5-star review, which artificially inflates the product’s rating.
Q: What is the single best way to protect myself from online shopping fraud?
Always record a video of yourself opening the package. Start recording before you even cut the seal. Make sure the shipping label is clear in the video, and then film the entire unboxing and initial inspection process in one continuous shot. This video will be your strongest evidence if you receive a damaged, fake, or incorrect item.
