Module: General Practice
Q23: Consider the following statements regarding digital user interfaces and post-sale compliance under the draft directions:
Statement 1: Dark patterns refer to deceptive digital user interface designs, such as "basket sneaking" or "confirm shaming," that trick customers into making unintended financial purchases or subscriptions.
Statement 2: The new RBI guidelines explicitly prohibit forced product bundling and mandate that banks establish a formal mechanism to seek post-sale feedback from customers to ensure they understand the associated product risks.
Statement 3: This mandatory post-sale feedback and comprehension check must be successfully obtained from the customer within a strict window of 30 days from the date of the sale.
Statement 4: In cases where mis-selling is conclusively proven, the bank is permitted to deduct a maximum cancellation fee of ₹5,000 before refunding the invested principal to the customer.
Which of the above statements is/are correct?
Statement 2: The new RBI guidelines explicitly prohibit forced product bundling and mandate that banks establish a formal mechanism to seek post-sale feedback from customers to ensure they understand the associated product risks.
Statement 3: This mandatory post-sale feedback and comprehension check must be successfully obtained from the customer within a strict window of 30 days from the date of the sale.
Statement 4: In cases where mis-selling is conclusively proven, the bank is permitted to deduct a maximum cancellation fee of ₹5,000 before refunding the invested principal to the customer.
Which of the above statements is/are correct?
✅ Correct Answer: A
🎯 Quick Answer:
Statements 1, 2, and 3 are correct. Statement 4 is incorrect. (Option A)For instance, creating a "false urgency" timer on a loan approval screen or pre-checking a box that silently adds premium credit card insurance to a transaction.
Structural Breakdown: Post-sale compliance ensures that the interaction doesn't end when the commission is earned.
By mandating feedback loops, banks are forced to audit their own frontline staff to see if the customer was coerced or rushed.
Historical / Static Context: Forced bundling has long been a major issue in Indian banking, where branch managers would informally hold a home loan or SME loan hostage unless the borrower agreed to buy an expensive life insurance policy from the bank's subsidiary.
The Dynamic Update (NEW) & Data: The RBI now explicitly bans dark patterns and forced bundling, introducing a qualitative mandate for banks to actively seek post-sale feedback (Statement 2). The hard facts tested require this feedback to be collected within 30 days of the sale (Statement 3). Furthermore, if mis-selling is proven, there are no permissible deductions; the bank must provide a full refund of the entire amount paid by the customer, and additionally compensate them for any financial loss, making Statement 4 definitively incorrect.