Snapdeal tweaks return policy

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I got a bunch of air fresheners when I ordered the Oneplus One from Amazon last year. It seems to have been a case of wrong packaging and they gave a refund and never bothered asking about the air fresheners.

I think that the customer support actually supporting the customer is the main thing going for Amazon and their prices are also reasonable despite not giving out coupons and cashbacks all the time.
 
Flipkart chased GMV with their discounts. incurring heavy losses along with it.

Amazon chased customer loyalty with great customer service. incurring heavy losses along with it.

But the thing is , loyalty is far more important than discount chasers.

Even amazon india currently incurs heavy losses. My friend works as an risk assessment manager in amazon and he says thousands of customers try to cheat amazon every day. somehow I believe its true.
 
adventureguy said:
Flipkart chased GMV with their discounts. incurring heavy losses along with it.

Amazon chased customer loyalty with great customer service. incurring heavy losses along with it.

But the thing is , loyalty is far more important than discount chasers.

Even amazon india currently incurs heavy losses. My friend works as an risk assessment manager in amazon and he says thousands of customers try to cheat amazon every day. somehow I believe its true.
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When you are a risk assessment officer if you dont build a compelling argument around people trying to cheat the company, they wont need you :D
I'd take it with a pinch of salt. There's very little cheating you can do actually. And once found out your fun days are over. The changes have more to do with the Seller Unions. Cause who would even buy online now. Shops will be full again.
 
^^ Fraud is given in any industry that deals with money. The risk is very real and believe it or not, no sane business believes in its customers and for good reason. My company (has nothing to do with e-com, but deals with money) has a pretty large Fraud assessment team and systems in place explicitly for handling fraud and they get quite a decent amount of work and catch a lot of fraud too. There is no denying the risks that exist.

That said, the point here is seller unions definitely pushed for this (as I mentioned long time back that all the online platforms would end up with this kind of regulation), but not just because of the risk of fraud which is very real, but also simply because they are used to taking it easy and not having to deal with this kind of thing before e-com.
 
Party Monger said:
When you are a risk assessment officer if you dont build a compelling argument around people trying to cheat the company, they wont need you :D
I'd take it with a pinch of salt. There's very little cheating you can do actually. And once found out your fun days are over. The changes have more to do with the Seller Unions. Cause who would even buy online now. Shops will be full again.
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He's just working to while away time as he prepares for CAT. He couldn't give two shits about the job :)

He mentions one customer who keeps on ordering dark chocolate and then file a return request saying chocolate has melted. Amazon doesn't accept food items returns (really?) so amazon just refunds him everytime. he got this case after the customer tried this same trick 10 times in 2 months. some buyers are really shameless
 
they should have ratings for buyers too like they do with sellers. not a foolproof solution but will surely help genuine customers stand out from scammers.
customers with good ratings can be given offers too.
 
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Crapmypants said:
they should have ratings for buyers too like they do with sellers. not a foolproof solution but will surely help genuine customers stand out from scammers.
customers with good ratings can be given offers too.
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That is a good point. Ebay has such thing as the seller can rate the buyer, but it could not be foolproof, it can be a start with other reputed online shopping portals.
 
Instead of rating the buyer, the online stores should make their customers returns history (and reason for return) open for everyone to see. People who return high amount of items probably just buy stuff to use it once and return them for kicks.
 
It would be simpler if they just enable return option after a certain volume or flag suspicious accounts for no return facility.
 
Lord Nemesis said:
^^ Fraud is given in any industry that deals with money. The risk is very real and believe it or not, no sane business believes in its customers and for good reason. My company (has nothing to do with e-com, but deals with money) has a pretty large Fraud assessment team and systems in place explicitly for handling fraud and they get quite a decent amount of work and catch a lot of fraud too. There is no denying the risks that exist.

That said, the point here is seller unions definitely pushed for this (as I mentioned long time back that all the online platforms would end up with this kind of regulation), but not just because of the risk of fraud which is very real, but also simply because they are used to taking it easy and not having to deal with this kind of thing before e-com.
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Agree with most of it. You'll find frauds everywhere. I was talking about fraud professionals being a bit over-zealous in their claims.
I've said the same about sellers since a long time. I am really hoping these guys will get a license to source 100% directly so we can get rid of this headache once and for all.
 
6pack said:
Instead of rating the buyer, the online stores should make their customers returns history (and reason for return) open for everyone to see. People who return high amount of items probably just buy stuff to use it once and return them for kicks.
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There's a flaw in this system. Since amazon is a open marketplace model, a single seller(outside amazon fulfilled) might keep on delivering the same shitty product again and again and the buyer, within his right to get a item as described, might keep on returning it. If amazon penalizes the buyer here, I doubt that buyer would shop at amazon again.
 
adventureguy said:
There's a flaw in this system. Since amazon is a open marketplace model, a single seller(outside amazon fulfilled) might keep on delivering the same shitty product again and again and the buyer, within his right to get a item as described, might keep on returning it. If amazon penalizes the buyer here, I doubt that buyer would shop at amazon again.
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The seller is already charged the shipping fee. And they look out for ones that get high returns and the causes of those.
 
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