In order to serve its customers, Snapdeal has recently launched TrustPay to guarantee 100% cashback in case the customer is not satisfied with buying experience or the product quality on Snapdeal.
Trustpay will cover issues like, one paid for the product but didn’t receive, received damaged/defective product or a product that does not comply with the specifications as per the original order and in case received a product with which you’re not satisfied because of fit/size. It can be a strategy to manage customer issues properly and build online trust for shopping from Snapdeal Sellers. It will also act as a safeguard mechanisms for the customer money in a marketplace model.
- Trustpay will guarantee refund If order is not dispatched within 3 business days after the promised shipping date and also gives full flexibility to cancel order till the time product is dispatched.
- Payment will be held with TrustPay till the time product is delivered and till one is completely satisfied with the product quality and Seller’s payment is released only after when the customer has confirmed the product has been received in good condition.
- In case of non-satisfaction of the product being delivered within 7 days of delivery, TrustPay will resolve complaint end-to-end within 30 days from the day the complaint is raised.
- When a complaint is raised for a delivered product, the seller is paid only after the issue is resolved and you are satisfied with the resolution.
Payment will be refunded by Trustpay by providing Snapdeal Cash for amount less than Rs 1000 and for amount more that 1,000 refunds will be made by Cash, cheque or bank transfer depending on the mode of payment used at the time of placing the order.
With the launch of such a trust mark and service, Snapdeal will be focussing towards working out their marketplace model, which can be difficult to provide customer experience than inventory model. Similar is the approach with other marketplaces but Snapdeal has moved one step further to capitalize this aspect to attract more buyer.
What will be the vendors and customers reactions towards such a service will have to be seen.