Snapdeal aims to reduce online seller hassles with ecommerce returns even further! The etailer recently changed its returns policy which many online sellers find favourable. Consumers are now required to state specific reasons for returns and for the electronic category return requests must be supported by proof in case of defects.
To further control product returns Snapdeal will soon allow buyers to directly connect with the sellers they have ordered from. This way if consumers are unhappy with their purchases they can talk to the seller directly.
Snapdeal buyers will be enlightened about this feature in a phased manner. However, the marketplace has already informed online sellers.
It said, “Buyers can now message online sellers before cancelling or returning an order. Sellers can reduce cancellation and returns by replying to buyer messages.”
Sellers will have a decent shot at convincing buyers to avoid returns and cancellations according to Snapdeal. While interacting with unhappy customers the seller will have to resolve issues the buyer may have and limit returns accordingly.
On the other hand this interactive facility is not compulsory. Snapdeal sellers do not have to accept communication from buyers.
Ecommerce categories like electronics, mobile and apparel witness returns of up to 50%. In turn the cost of logistics rises, there are inventory crisis, financial miscalculations and mounting losses!
With the help of this new Snapdeal feature, sellers will be able to control metrics and reduce unreasonable returns, a spokesperson of the online seller association AIOVA stated.
Ecommerce platforms Flipkart and Snapdeal do not reveal consumer contact information to their online sellers. This has limited their ability to interact with consumers. The lobby group of 1000 online marketplace sellers claimed that this feature will also help sellers understand how consumers perceive their products.
Baby care products seller, Mayank Goyal started his ecommerce journey on Snapdeal. In an interview with IOS, the online seller revealed his initial challenge on the marketplace.
“Understanding the content sheet at first, as it was the main thing between our products and customers. They would get to know about our products based on what we filled in the sheet, so filling the right details is of course very important,” he said.
Mayank fully supports the new initiative introduced by Snapdeal. “It will definitely reduce returns as buyers may ask the questions related to the product, its quality, use and delivery,” he said.
Saurabh Daga another Snapdeal Seller is also in favour of this facility for the same reasons.
He said, “If the buyer has any queries about a product, he can contact the seller directly, because a mother knows her child better than anyone.”
Saurabh sells multiple products online. He has his hands in everything from clothes to home furnishing and even mobile accessories. He believes that communication with the buyer will aid in building brand loyalty programs. Saurabh stated this feature could be explored more as a two way road.
“Sellers can also be allowed to contact buyers freely in order to avoid RTO (courier return) by verifying COD orders. This feature also aids in building a loyal customer database. All in all, a good initiative in this competitive ecommerce world however there is still scope for development to exploit it further,” he added.
He feels this will allow sellers to satisfy buyers. Customer queries can be answered, which will aid the buying decision, convert orders to sales and develop good and friendly buyer-seller relationships.
Online seller Shashank Sapra also approves of this step by Snapdeal.
“This step would definitely reduce returns and cancellations,” he said. “But it might also lead to exploitation by the customer, specifically in the case of apparel, as customers would have the choice of ordering anything from the seller and the seller is bound to complete it,” Shashank continued.
All in all it looks like Snapdeal has the online seller’s approval. Let’s see how they choose to go ahead with this!
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