The Open Network for Digital Commerce (ONDC) will publish its draftt framework for dispute resolution in two weeks in order to boost consumer trust in the ambitious initiative, which is set to go live later this month.
A third-party agency will handle online dispute resolution (ODR), which will review the digital trail left behind by individual orders and make a decision. ONDC chief executive T Koshy told ET that consumers will be able to track the status of complaints, how many are resolved, and will be involved in the final rating of merchants on the network. ONDC will also keep track of all complaints filed against a specific entity, which will be linked directly to the network-wide reputation index, which tracks percentages of complaints raised, resolved, or not resolved, as well as those that consumers choose to take to consumer courts.
