Some of the most important factors that stop customers from buying online are trust as well as concerns about product quality, size and delivery. Will TrustPay from Snapdeal be able to address all these concerns?
E-commerce or online buying sites have become the latest choice of private equity players and venture capitalists. However, things are not so rosy for the buyers. The internet is flooded with complaints against several online shopping portals, like Timtara, Snapdeal and FlipKart among others regarding non-delivery of shipments or delayed deliveries. Many buyers complain about non-responsive attitude of these shopping portals.
According to a recent report by Google on ecommerce trends in India, one of the most important factors that stop a customer from buying online is trust. Concerns about product quality, size and delivery make customers wary of shopping online.
After receiving several complaints, Snapdeal has now come up with TrustPay, a service like an escrow account, which would release the payment to the merchant only when the buyer confirms his satisfaction with the deal.
“On one hand, consumers are constantly worried about the kind of product(s) they will receive when buying online and what will happen to the payment made by them in case they are not completely satisfied with the product they receive. This concern makes consumers hesitant of shopping online. On the other hand, sellers worry about consumer fraud, making them wary of listing their products online. TrustPay answers these critical concerns faced by buyers and sellers by providing them complete security and safety in making online purchases,” said Kunal Bahl, co-founder and chief executive of Snapdeal.com.
According to a release, Snapdeal says its TrustPay covers issues like no delivery of product, damaged or defective product or an inferior product or mismatch in size or fitting.
“TrustPay will release the payment to the seller only when the buyer has confirmed that he/ she is satisfied with the product received or after seven days of the product being delivered to the customer, whichever event occurs earlier. TrustPay also serves as a seller protection service against any kind of consumer fraud,” Snapdeal said.
The only issue with TrustPay is for amounts less than Rs1,000, it provides Snapdeal Cash instead of money. For amounts greater than Rs1,000, refunds will be made through either Snapdeal Cash, cheque or bank transfer depending on the mode of payment used at the time of placing the order. This also means, the buyer may have to buy another product using the Snapdeal cash, in case his shopping bill is less than Rs1,000.
As reported earlier, several customers cheated by Timtara.com, the online shopping portal, came together through social media and kept up pressure on the police, which finally led to arrest of the portal’s top executives.
While such service is already being offered by eBay and Alibaba, this is the first time that any Indian online portal has come out with similar protection. eBay offers PaisaPay while Alibaba uses Alipay to ensure a fair deal to both buyers and merchants.
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Hi my name is heeralal jangir.I had ordered a Nokia lumia 630 single sim on 12th may 2015,the promise date of order delivery was 19 may but I got it on 23may 2015.my complaint reason is not late delivery .I got my parcel today itself and when I opened the box it was totally blank,I was shocked for a minute.there was nothing in the box with out bill of product.I called customers helpline,they told me we will investigate and our team call you back in nnext 48 hours.I know that I can't get refund easily.
I done first mistake in my life .
Snapdeal is not only unethical but shameless too... They dont know the meaning of "apology" Inspite of multiple posts on their facebook page they dont take any positive actions but tell sheer lies and apologise profusely. What is the meaning of such apologies when they cannot act on their words ?
They cant deliver and not ready to cancel as well.. order no. 3093476921, placed on 9th october, The product has lost its value for us.
as on today, the tracking site of their courier partner was last updated on 15th October and the product is neither delivered nor updated about all this while. (Please note jasper infotech is the promoter of snapdeal)
Trustpay policy says 100% moneyback guarantee if "Not delivered in 10 days after shipment" please calculate and ascertain that how many days have lapsed since 11th october (the date of shipment)
http://www.snapdeal.com/info/TrustPay
Doing great disservice to customers in particular and ecommerce in general !
Snapdeal is not only unethical but shameless too... They dont know the meaning of "apology" Inspite of multiple posts on their facebook page they dont take any positive actions but tell sheer lies and apologise profusely. What is the meaning of such apologies when they cannot act on their words ?
They cant deliver and not ready to cancel as well.. order no. 3093476921, placed on 9th october, The product has lost its value for us.
as on today, the tracking site of their courier partner was last updated on 15th October and the product is neither delivered nor updated about all this while. (Please note jasper infotech is the promoter of snapdeal)
Trustpay policy says 100% moneyback guarantee if "Not delivered in 10 days after shipment" please calculate and ascertain that how many days have lapsed since 11th october (the date of shipment)
http://www.snapdeal.com/info/TrustPay
Doing great disservice to customers in particular and ecommerce in general !
Snapdeal is not only unethical but shameless too... They dont know the meaning of "apology" Inspite of multiple posts on their facebook page they dont take any positive actions but tell sheer lies and apologise profusely. What is the meaning of such apologies when they cannot act on their words ?
They cant deliver and not ready to cancel as well.. order no. 3093476921, placed on 9th october, The product has lost its value for us.
as on today, the tracking site of their courier partner was last updated on 15th October and the product is neither delivered nor updated about all this while. (Please note jasper infotech is the promoter of snapdeal)
Trustpay policy says 100% moneyback guarantee if "Not delivered in 10 days after shipment" please calculate and ascertain that how many days have lapsed since 11th october (the date of shipment)
http://www.snapdeal.com/info/TrustPay
Doing great disservice to customers in particular and ecommerce in general !
It is almost a month I ordered a washing machine on snapdeal and while ordering it was said that the washing machine will be shipped in 2-3 business days. It is not yet shipped. I have contacted the customer care team N number of times and they said that they are working on this on Priority but not able to solve this issue. I have been sending them e-mails but they are not replying there too.
I have asked for refund and they are not cancelling the order too while they are mentioning on their website that the payments are secured under trustpay and also highlights that 100% money will be refunded if the product is not shipped with 3 days after the promised shipping date.
While my money is blocked i couldn't use other good offers on competitor websites. Very irresponsible behaviour from the snapdeal team.
Snapdeal is not only unethical but shameless too... They dont know the meaning of "apology" Inspite of multiple posts on their facebook page they dont take any positive actions but tell sheer lies and apologise profusely. What is the meaning of such apologies when they cannot act on their words ?
They cant deliver and not ready to cancel as well.. order no. 3093476921, placed on 9th october, The product has lost its value for us.
as on today, the tracking site of their courier partner was last updated on 15th October and the product is neither delivered nor updated about all this while. (Please note jasper infotech is the promoter of snapdeal)
Trustpay policy says 100% moneyback guarantee if "Not delivered in 10 days after shipment" please calculate and ascertain that how many days have lapsed since 11th october (the date of shipment)
http://www.snapdeal.com/info/TrustPay
Doing great disservice to customers in particular and ecommerce in general !
I buyed a product Samsung Galaxy Core GT-I8262 (White) on 14-06-2014.(Order ID: 2262295388) I received the wrong product that it it was blue color. I asked them and they said to return the same through courier. For that I paid 635 rs on 21-06-2014. It reached to there city on 23-06-14. Here is the tracking number of courier on fedex: 803116807889. From that date there have been several attempts to deliver and some time they get the notice : Business closed and on 26-06-2014 snapdeal refused to take the product back. And when I complained they just use to put me hold and every time they asked for 24-48 hrs. But they dont used to call me and say that your number was not available instead i gave them 2 numbers.
And on 28-06-2014 they said me that you product was looking to be used and they said this even they have not received the product yet. They just dont reply to your calls to resolve issue rather they say that give us 24-48 hrs and still there is no result.
Package Screenshot from their Product Page:
http://prntscr.com/3d7k1q
They're not responding to my emails. And they have no idea what they're mentioning on their product listing and what they're delivering to the customer.
Below is the Product they've sent me
http://prntscr.com/3d7kek
Below is the screenshot of their product page from where I bought the product
http://prntscr.com/3d7ll7
When I contact them they're telling that there is Lens to be offered with camera body. Only fools can buy only Camera body for INR 36,000.
I've mailed them very clearly with all the information.Still no response from their end. I don't know what they gonna do. I'm not sure that they really refund my money or they will cheat me again.
Why these people are wasting our time by giving wrong information and by delivering wrong products?
Pickup Receipt : 128610683406 dated Monday 20.01.2014, Snapdeal RL - 4779095.
On SNAPDEAL.COM I ordered Intex Aqua Octa Mobile in Black color on 05.01.2014 for Rs.19600/- (after Discount) and estimated dispatched date mentioned was on or before 14th Jan 2014, I received the Package on Friday - 17.01.2014 at about 16.30hrs.
After opening the package I found the delivered Mobile was in – WHITE color and not BLACK color as ordered and also MAXX Smart Charger 2600mAH was send in place of INTEX Power Bank 3000mAH as promised in promotion.
On Friday 17.01.2014, I called & wrote Email to customer service immediately informing them about the problem. My complaint / Ticket no – 4779095.
Over the phone I was suggested to take pictures of the wrong products in question along with couriered package and send via Email to [email protected] also I was promised a call back from Senior Associate/Manager which I never received till date (29.01.2014)
Received Email from Snapdeal Support, Jan 17: 17:58: As per our telephonic conversation earlier, you are requested to kindly send the pictures of the Empty Parcel/ Wrong product/Faulty product within 24 - 48 hours
On Sat, 18 Jan 2014 00:13:30 IST – I Wrote Email with my preferences & send pictures in email.
Received Email dated Jan.18.2014:12:55 by Preeti Rapheal offering a refund of Rs.300/- in the form of SD cash which I declined in my Reply Email and Insisted to get BLACK color Mobile & Intex Brand Power Bank 3000mAH as promised.
Received Email dated , Jan 19 11:31: by Sabareesh Sukumar guiding to send the Package back to the company with the help of RETURN FORM LINK: http://support.snapdeal.com/attachments /token/ 1lt5aasfrbleonc/?name=Returns_Form_V3_Sept2013.pdf, long with my requirement of a Replacement or refund.
19.01.2014- Followed all the suggested procedures for Return shipment and wrote my requirements in Email.
19 Jan 2014 16:49:40 IST – Again wrote Email suggesting to cancel order and reimburse payment if required products are not available.
On Monday 20.01.2014 - Courier Pickup was arranged for Return shipment by the company - Pickup Receipt : 128610683406 dated 20.01.2014, at 1400 Hrs, Snapdeal RL - 4779095.
Received Email: Snapdeal Support, Jan 24 14:53: follow the reverse pick up procedure & share the AWB number.
Wrote Email Fri, 24 Jan 2014 18:43:37 IST- send Pickup Receipt : 128610683406/ Snapdeal RL (4779095).
I am regularly following up for the STATUS for my order no - 1576350129 dated Sunday 05.01.2014. 16:18:06 IST through Emails and keep getting formatted REPLY – “We have forwarded Your Request / the AWB number to our team responsible and would like to assure you that they will get back to you at the earliest after receiving your product.”
Snapdeal.com is neither sending my desired product nor REIMBURSING my Money and they don’t have any sort of DEADLINE to resolve issues….
I want TRUSTPAY to immediately cancel my order and refund my MONEY back to my HDFC C.CARD..
Is Snapdeal.com dupping in the name of TrustPay????
Husain Taqvi - 9029138866, 29.01.2014 02:08 am...
But today morning they canceled my order without my permission and they admitted that it's by mistake from their end and now they are asking me to place a new order with increased price that is INR 28289.
Its their mistake why do i bear the loss?
May i know are they following TrustPay? or I am being cheated by the my name of TrustPay certified.