The draft paper on grievance redressal will also shed more light on the working of the reputation ledger
It seeks to boost consumer trust on the back of its reputation ledger and how it resolves disputes
ONDC was slated for a public launch in the first week of September but now may launch by October 2022
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The open network for digital commerce (ONDC) is likely to publish a draft paper in the next two weeks to provide an exhaustive framework for dispute resolution. Reportedly, the draft paper seeks to boost consumer trust on the back of its reputation ledger and how it resolves disputes. ahead of the network’s public launch.
According to an ET report citing sources, the draft paper will be based on NITI Aayog’s online dispute resolution policy plan from October 2021.
T Koshy, CEO, ONDC, has further stated that the network will put out a public document on ‘grievance redressal’, wherein the dispute resolution agencies will examine the cases.
Besides the resolution, the grievance redressal mechanism will work hand-in-hand with the network’s reputation ledger. It will record complaints against the sellers, tabulate how many cases the seller has and see how many have been resolved/taken to court. This will give a precautionary rating to the buyers against sub-par sellers.
ONDC is a much-talked-about topic as it is likely to disrupt the existing ecommerce experience. But it comes with a fair share of challenges and the makers have to address them before the platform goes live for the public.
It is noteworthy that all ecommerce platforms have a democratic seller rating system, but lack volume and thus, can be skewed. In fact, ecommerce majors Amazon, Flipkart and others are under the CCI scanner for fake review cases.
And while the reputation ledger is also democratic, the data inflow is likely to make it more comprehensive than others.
Speaking at The D2C Summit 3.0, ONDC CBO Shireesh Joshi also talked about the reputation ledger. He stated that the working model of the reputation ledger also looks to migrate sellers’ existing trust into the network. He did not disclose the nitty-gritty of how it would do that.
The ‘trust’ factor will be built on several parameters including how often buyers complain about a seller or their products, what percentage of those complaints get resolved, and more.
That is, the draft paper on grievance redressal will also shed more light on the working of the reputation ledger.
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