Rule 6

Rule 6: duties of sellers on marketplace

Rule 6 sets duties for a seller offering goods or services through a marketplace e-commerce entity. It covers fair conduct, accurate listings, refunds, a written marketplace contract, grievances and pre-purchase information.

Notified future change: A notified 2026 amendment will expand parts of rule 6(5), including product-information and identification disclosures, from 1 January 2027. This page describes the duties operative on 9 October 2026.

Need advice on Rule 6?

This article is for general information. Check the notified Rules and later amendments. For advice specific to your business, contact Bizeneed.

Introduction

The rule applies to the seller role on a marketplace. It should be read alongside rule 5's marketplace-operator duties and any other product-specific law that affects labels, warranties or mandatory notices.

The final 2021 E-Commerce amendment changed rule 4(1), not rule 6. Do not use the different duties appearing in a consultation draft as enacted Rule 6 text.

Key takeaways

No false reviews or product claims

Rule 6 prohibits unfair trade practices, posing as a consumer to post reviews, and misrepresenting the quality or features of goods or services.

Returns and refunds are conditional duties

A seller must not refuse the specified return, withdrawal or refund where goods or services are defective, deficient, spurious, misdescribed or late. The late-delivery limb has a force-majeure proviso.

Complaint handling has express periods

The appointed grievance officer must acknowledge a consumer complaint within 48 hours and redress it within one month from receipt.

Give the marketplace display information

Rule 6(5) requires price, mandatory notices, origin and other specified information to be provided to the marketplace for consumer display.

Set up the marketplace relationship

Have a prior written contract with the marketplace under rule 6(4)(a). Supply the seller's legal name, principal geographic address, branch and website details, email, customer-care contacts and applicable GSTIN and PAN details under rule 6(4)(d).

Review listings, ads and reviews

Compare each product page and advertisement with the actual characteristics, access and usage conditions. Do not create or commission reviews that falsely represent the seller as a consumer, and do not overstate quality or features. See rule 6(1), (2) and (4)(c).

Run returns, refunds and grievances

Build an intake path for defective, deficient, spurious, misdescribed and late-delivery complaints. The late-delivery exception in rule 6(3) is specifically for force majeure. Appoint a grievance officer and keep timestamps to test the 48-hour acknowledgement and one-month redressal periods in rule 6(4)(b).

Provide full pre-purchase information

Give the marketplace the information required by rule 6(5), including legally required contractual information, a single total price with compulsory and voluntary charges broken out, mandatory notices and expiry where relevant, country of origin, grievance contacts, importer information where applicable, and return/refund/shipping/warranty details where relevant.

Practical checklist

Do

Keep the written marketplace contract and current seller contact details.
Check listing claims, country-of-origin and price-breakdown fields before publication.
Document complaint receipt, acknowledgement, action and closure dates.
Keep return, refund and late-delivery reasons in a retrievable record.

Avoid

Do not post or solicit reviews while pretending to be a consumer.
Do not assume every late delivery automatically falls under force majeure.
Do not hide mandatory fees until checkout.

FAQs

Does rule 6 apply to a seller using a marketplace?

Yes. It is titled 'Duties of sellers on marketplace' and addresses sellers offering goods or services through a marketplace e-commerce entity.

What are the seller grievance timelines?

Under rule 6(4)(b), the seller's grievance officer must acknowledge receipt within 48 hours and redress the complaint within one month from receipt.

Must a seller refund every late delivery?

Rule 6(3) includes a late-delivery limb but expressly excludes late delivery due to force majeure. The facts and the stated delivery schedule matter.

Official sources

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