Snapdeal has the fastest returns and refunds process among the top 3 ecommerce companies in the country, as per a study conducted for Snapdeal by ChannelPlay, India’s leading mystery shopping company.
The study was conducted in May-June 2016 and covered 20 cities across India. Spread across the four geographical zones, with a mix of Metro, Tier I, and Tier II cities, the study tracked the 3 major product categories — Electronics, Apparels, and Home Décor.
According to the study, Snapdeal was the quickest in refunding money to the users, taking only 2.3 days on an average as compared to 2.9 days by Flipkart and 4.5 days by Amazon.
The study further reveals that 80% of refunds were completed by Snapdeal within a day of the refund process being initiated. Flipkart processed 77% of refunds within a day followed by Amazon which processed 55% of refunds within a day.
In terms of completing reverse pick-up, Snapdeal was the quickest and at least 5-7 hours ahead of other players.
Snapdeal lead the pack with 83% of reverse picks for all return requests completed by Snapdeal within a day from return request, compared to 79% by Flipkart and 78% by Amazon. 100% of Snapdeal returns were completed within 3 days from return request.
According to Jayant Sood, Chief Customer Experience Officer, Snapdeal, “The emphasis on fast returns and refunds is part of our mission to remove all friction from the consumer experience. With Snapdeal, it is the consumer who decides – from choosing a convenient time for the pick up to choosing the mode of money refunds. Speed and reliability is central to the experience we offer to our users.”
Earlier this year, studies by Redseer and PwC had revealed that Snapdeal delivers the fastest across the country, delivering nearly 2 days faster than the other large players. The fastest returns and refunds is another milestone in Snapdeal’s journey towards providing the best customer experience. This speed in shipping and returns is based on Snapdeal’s tight control of its logistics operations, where nearly 80% of the products its ships move from its own fulfilment centres.