Case of a Delivery Failure and Refund Issue

Abstract

The rise of e-commerce has revolutionized the way people shop, offering unparalleled convenience and access to a vast array of products. However, this surge in online shopping has also brought significant challenges, particularly concerning delivery failures and refunds. Addressing the challenges of delivery failure proactively can turn a potentially negative experience into an opportunity to demonstrate commitment to customer satisfaction, ultimately fostering loyalty and enhancing the overall shopping experience. Therefore, understanding and managing delivery failures is essential for any online store aiming to thrive in the competitive digital marketplace. This case study examines a typical service failure for an online portal, focusing on refund policy issues and highlighting a gap in missing funds between the bank and UPI.