Zepto Under Fire For Secretly Charging Extra On COD Orders: Users Call It ‘Outright Cheating’

Popular quick commerce platform Zepto faces backlash for allegedly imposing hidden charges on cash-on-delivery (COD) orders, as per news reports. Several users claim they were unknowingly charged a "cash handling fee" without prior notice during checkout, describing the move as deceptive and unfair.

Customers Allege Unauthorised Fees on COD Orders

Zepto users have raised concerns that the app is quietly adding a cash handling fee ranging between ₹15 and ₹25 when users choose COD as their payment method. According to online posts, this fee does not appear in the pricing summary before placing the order. Instead, it shows up only after the order is confirmed or during delivery. Some users reported receiving invoices adding these charges post-delivery, leaving them no room for consent or refusal.

Design Changes Trigger Concern 

Allegations also suggest Zepto has modified its interface to promote COD by default, replacing the past default “Pay Online” option with “Pay Cash/UPI on Delivery.” This change allegedly exploits user habits, especially those relying on predictable design patterns while placing orders. The fee, linked specifically to COD, further fuels dissatisfaction, as users feel lured into paying extra without informed choice.

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Social Media Erupts Over 'Dark Pattern' Claims

Multiple complaints surfaced on social media, with users sharing screenshots and calling out Zepto’s founders for what some term as "cheating." Notable voices highlighted that such hidden fees without pre-confirmation constitute unfair trade practices. The technicality of whether users noticed a fleeting fee disclosure before confirmation has not calmed growing criticism around the platform’s UI design choices.

Why Cash Handling Fees Raise Ethical Questions

While some industries use COD fees to offset delivery and cancellation risks, applying such charges to a fast-delivery platform raises eyebrows. Users expect transparency and full cost disclosure upfront. The controversy stems not from the fee itself, but from perceived manipulation and lack of clarity.

Conclusion

Zepto faces serious criticism over how it handles COD orders, with accusations of implementing hidden charges and using interface tweaks to mislead customers. Public trust now hinges on how the company responds to these allegations and whether it brings more transparency to its checkout process.

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