Colombia: Authority files administrative order against Rappi and initiates formal investigation

Consumer protection authority orders RAPPI to comply with consumer protection and e-commerce rules, given more than 750,000 complaints and claims were filed between April and October 2018 from consumers who used RAPPI online, in relation to pricing, offers, advertising, order withdrawals and payment reversals.

The authority ordered the company to warrant the right of withdrawal and payment reversal, and to establish mechanisms for consumers to be able to file petitions, complaints and claims, as well as a link allowing the consumer to contact the protection authority if they consider their rights have been violated.

Given authorities considered that Rappi allegedly violated consumer protection regulations, and that the company did not take any corrective measures ordered,  two formal investigations were initiated.