Nearly 60 pc of Indian Consumers Won’t Shop Online This Festive Season
Nearly 60 pc of Indian Consumers Won’t Shop Online This Festive Season

Anticipated delivery delays and returns headaches are causing nearly 60 percent of consumers not to shop online this festive season. India’s festive season peaks ahead of Diwali in late October and runs through December and is projected around 28 percent higher as compared to last year.

FarEye’s Festive Season Consumer Shopping Survey 2022 revealed that 41 percent of those surveyed plan to shop from e-commerce retailers during the festive season, and nearly 60 percent do not, due to delivery delays and returns frustrations.

Of those surveyed, about 63 percent are abandoning shopping carts due to poor delivery terms and 54 percent are expecting delivery delays during the festive season.

“Consumers have become frustrated with challenges associated with getting their deliveries on-time, every time, and don’t want to pay extra for returns, or for faster delivery,” said Gautam Kumar, Co-Founder and Chief Operating Officer, FarEye.

He added, “For the first time in over two years, retailers are banking on increased consumer spending during festive season after several pandemic-stricken years reducing spending and in-person celebratory gatherings. In order to see those sales increase, retailers must improve the delivery experience, from the first click to order, through to delivery to consumers’ doorsteps.”

The survey revealed that while e-commerce deliveries are typically higher during the festive season, so are returns.

Key Returns Findings Include:

  • More than 50 percent of consumers reported making online returns during last year’s festive season.
  • 87 percent consider easy and/or free online returns policies important when making a purchase during the upcoming festive season
  • Free online returns (25 percent), fast refund/credit (22 percent), and home returns pickup (20 percent) were the top three reasons for a positive returns experience

“Peak seasons like the festive season are some of the most critical periods for retailers to get the consumer delivery and returns, experience right, or risk losing brand loyalty, or worse, the customer, for good. These survey findings indicate the need for brands to continually redefine their last-mile delivery strategy to ensure a superior consumer experience, every time,” concluded Kumar.

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