Actions to improve online transaction experiences
Most e-Commerce portals use the customer ratings and reviews as a bait to sell\promote products. While it is good that a National body is taking interest to find out fraudulent\misleading campaigns, I think an online customer should be smart enough to find out whether he\she is being tricked.
The following are few actions each customer could take to ensure that they are safe during transacting online.
1. Sale policy : If no clear refund\return policy, then do not purchase
2. Customer reviews : Pick only those portals which has a genuine customer feedback (sometimes known as 'verified purchase'). This means that a customer who actually bought the item is providing a feedback. Look for pics posted by the reviewer and ensure that the defects which a reviewer highlights are true. Another important point is to check the number of purchases against the commodity and the average customer rating. There will be items which would've been bought by 100s of customers and a '5star' rating by few paid raters will not influence overall rating.
3. Reputation of a eComm portal : It all depends on how customer centric is an eComm portal! Pick only those which are above average (e.g., Flipkart, Amazon, Snapdeal etc.). There are few other sites which just now started (e.g., Tata Cliq) and by going thru the portals refund\return policy clarifies whether they keep customer first.
4. Reputation\brand value of the product which is on sale: A reputed brand available online has a better chance of meeting the same quality as that of the item found in a brick-and-mortar store.
5. No brand warranty - No purchase : There are several grey market items sold thru only with fancy names such as 'un-boxed items', 'customs surplus' etc. These usually will not have brand warranty. Any product with a seller warranty or No warranty should be avoided. Any eComm site selling such items too should be avoided.
6. Know the market price and weigh options : While some electronics items carry quite lucrative prices, if purchased on-line, it is always good to keep in mind that a store near your home 'may' have an advantage of being in business for ages and will build a personal connect with you. This helps mostly when you have a trouble with the item and needs guidance in repairs\replacement. Many on-line portals will disregard support requests after a period of 1 month.
All said, customers should bear in mind that what one customer find as perfectly matching their requirement may not be the 'best fit' for another. A feedback is just a custom expression of a customer. Not a warranty!
Hope this helps! more
The following are few actions each customer could take to ensure that they are safe during transacting online.
1. Sale policy : If no clear refund\return policy, then do not purchase
2. Customer reviews : Pick only those portals which has a genuine customer feedback (sometimes known as 'verified purchase'). This means that a customer who actually bought the item is providing a feedback. Look for pics posted by the reviewer and ensure that the defects which a reviewer highlights are true. Another important point is to check the number of purchases against the commodity and the average customer rating. There will be items which would've been bought by 100s of customers and a '5star' rating by few paid raters will not influence overall rating.
3. Reputation of a eComm portal : It all depends on how customer centric is an eComm portal! Pick only those which are above average (e.g., Flipkart, Amazon, Snapdeal etc.). There are few other sites which just now started (e.g., Tata Cliq) and by going thru the portals refund\return policy clarifies whether they keep customer first.
4. Reputation\brand value of the product which is on sale: A reputed brand available online has a better chance of meeting the same quality as that of the item found in a brick-and-mortar store.
5. No brand warranty - No purchase : There are several grey market items sold thru only with fancy names such as 'un-boxed items', 'customs surplus' etc. These usually will not have brand warranty. Any product with a seller warranty or No warranty should be avoided. Any eComm site selling such items too should be avoided.
6. Know the market price and weigh options : While some electronics items carry quite lucrative prices, if purchased on-line, it is always good to keep in mind that a store near your home 'may' have an advantage of being in business for ages and will build a personal connect with you. This helps mostly when you have a trouble with the item and needs guidance in repairs\replacement. Many on-line portals will disregard support requests after a period of 1 month.
All said, customers should bear in mind that what one customer find as perfectly matching their requirement may not be the 'best fit' for another. A feedback is just a custom expression of a customer. Not a warranty!
Hope this helps! more
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Oct 31
Consumer affairs deptt of govt must have a site for complaints and rating of products and ratings should be dependent on resolution of complaints to satisfaction of customers. more
Aug 22
Dear Sirs, Amazon, flipkart etc are not selling products themselves, they are merely placing goods on their platform for customers to buy. Why should they be interested in fiddling with the product feedback. As a matter of fact they can get better products & lower cost if they put honest feedback , since as you all have acknowledged that people are wary of buying products with poor feedback. I am unable to understand this, though I myself have faced this issue several times. more
Aug 22
Dear Prajith, Thanks for the detailed write-up, however I have had one bad experiences with each of these Portals Snap Deal, EBay, Flipkart and Amazon . I did take the precautions mentioned by you , but what can one do, if 1. The product turns out to be Fake 2. Delivery not affected even one month after placing the order 3. Transit Damage due to poor packing 4. Incorrect Goods 5. Incorrect Charge, More than MRP Some will prevent you from Posting a bad review, Some will present only a set menu from a list to choose & some simply say that no product feedback required as it is a portal. I do not understand if these Portals are merely vehicles for selling goods, why they have so much interest in good rating of the products, rather than an honest feedback. An honest feedback , which will help them get better products as people will be less likely to choose the ones with a poor rating. Unless there is government actions against customised feedback, it is not possible to get a honest user feedback. more
Aug 21
Dear Mr. Mehta, good rating benefits the vendor while correct feedback discourages the buyer to buy. Hence, no feedback is a good feedback for the vendor. more
Aug 22
