Quick commerce major Zepto has completed its mandatory self-audit directed by the Central Consumer Protection Authority (CCPA) and implemented comprehensive changes to eliminate dark patterns from its platform, according to people familiar with the developments.
The company has completed the regulatory review, which was mandated in June within the three-month deadline set for the same. Sources said Zepto has submitted its compliance report to CCPA.
Key platform changes to boost transparency
The regulatory compliance comes alongside visible platform changes that address multiple dark pattern concerns. As earlier reported by FE, Zepto had begun implementing these changes last week with the introduction of auto-application of free delivery on orders above Rs 99, thus eliminating the previous manual application process, which was described as ‘interface interference’ by the Central Consumer Protection Authority (CCPA) . According to sources, the company has now implemented additional changes to the checkout page to clearly display all charges, including delivery fee, handling fee, and surcharges, directly on the cart page before users proceed to payment. This addresses complaints about hidden costs appearing only at the final payment stage, a dark pattern classified as ‘drip pricing’ under CCPA guidelines. The changes also address earlier customer frustrations automatic addition of subscription services (basket sneaking).
Sources said the company is also working on addressing concerns around differential pricing based on smartphone type. Users had previously flagged concerns around identical products being priced differently on Android devices versus iPhones, with some items costing significantly more on expensive smartphones.
Super Saver revamp and compliance context
Additionally, as part of the broader platform overhaul, Zepto plans to merge its Super Saver and main tabs. The company has already implemented changes to its Super Saver service, including limiting cross utilisation of coupons across both segments and introducing a dynamic fulfillment fee ranging from Rs 14-42 based on customer usage patterns. It has also standardised the minimum order value required to place an order on the Super Saver tab at Rs 499.
The compliance push comes as CCPA intensifies its crackdown on dark patterns across e-commerce platforms. The authority has identified 13 specific dark patterns including false urgency, basket sneaking, confirm shaming, and drip pricing. The ministry of consumer affairs had also issued notices to 11 companies, including Zepto, Uber, and Ola, warning of regulatory action if manipulative practices continued.
Zepto did not respond to requests for comments till the time of going to the press.