A policy to protect consumers who shop online may be on the anvil, but a survey by community platform LocalCircles has revealed that twice as many consumers find it easier to return products bought online than those bought offline.
According to the survey, which received 41,000 responses, 45% of respondents picked ecommerce as the easier platform to return products, versus 23% who said both online and offline shopping channels processed returns easily. Moreover, 58% respondents said returns and refunds on ecommerce sites/apps were done easily, while 67% of them said they received refunds within 14 days.
The government, in the upcoming Consumer Protection (ecommerce) Rules, has suggested that refunds for online purchases should be done within 14 days. The rules also list out the liabilities of the platform and sellers in case of sale of counterfeit products, apart from listing out disclosures that ecommerce marketplaces must make in order to empower consumers
Ease of returning products & customer care
Product issues & Refund duration
Refund experience & frequency of issues
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