In this cut throat competition where online marketplaces are floating customer centric policies, Snapdeal has gone the other way. One of India’s leading online retailers, Snapdeal has tweaked its return policy on electronic gadgets such as smartphones, laptops, computers etc. According to the new norm of the company, customers will have to furnish a document within seven days from the brand's authorised service centre declaring it defective.
Though the company is proclaiming that it has not done any changes in the policy, and it has been following the same norm from ages, but its sellers told one of the dailies that they were not aware of it until they received an email from the company on 11 July.
Company stated in an email that for electronic items, company requires a document from the brand/OEM's service centre confirming that the delivered item was defective. It will carry out a quality check to validate the complaint before processing any request for refund/replacement. Returns/replacements will be accepted for only those items which are found to be faulty/defective.
The move might prove to be a lucrative one for sellers and with this, the company might add more sellers on to its grid, but experts feel that this policy might strike a wrong cord and company might lose huge chunk of its customers. It is more likely that company’s competitors such as Amazon and Flipkart will get benefited with this move due to diversion of the traffic from Snapdeal to its counterparts.
With consumers having tasted the online experience and companies having spent a hefty amount to acquire customers, more and more ecommerce players will feel the need to cut costs or pass on the liability to the customers, the experts said.