This morning I tried ordering a book from Flipkart using my credit card. The order was successful but I received an email stating the following:
Hi Sharada Prasad CS,
This is to inform you that we tried contacting you to confirm a few details before we could process your order ODXXXX but were unable to reach you. Due to insufficient details the order had to be cancelled.
This step was taken keeping your interests in mind and to maintain the security of your account.
We apologize for the inconvenience this may have caused.
Please find below the summary of your order ODXXXX at Flipkart.com:
Product Details Cancelled Quantity Price/unit (Rs.) Aniihilation Of Caste (Hardcover) 1 250.00
Please feel free to contact us in case you have any questions or need further clarification.
The Flipkart Team
The Online Mega Store
Guessing some problem either with my credit card or phone, I reordered the book, this time selecting the Cash on Delivery option (COD). Within five minutes of placing the order, I received a similar email about cancellation. I immediately called the customer care to place the order.
After two separate and long calls to customer care, I finally got connected to the right sales person. I asked her to place an order for the above book and I told her that I was available right away on the phone to answer any questions. She told me that I can no longer place an order using my existing account as there have been excessive number of cancellations from my end. She asked me to create a new account and order the book. I was impressed.
Yes, the stupidity of Flipkart is impressive. I have cancelled only three orders (10% of all my orders) in last two years, within a couple of hours of placing them. I cancelled two of my orders as I had to travel. My last order cancellation is interesting. I ordered Moto E along with a back cover. I got a discount of Rs.132 for the back cover. Soon I realised that it is a cover and not a case. Hence I decided to cancel the cover and keep the case. But on Flipkart, one cannot cancel an item in the order if that order is linked to a discount. Strange logic. Flipkart should remove the discount and allow the customers to cancel / keep the item they want. In my case, I was trying to cancel the cover which had the discounted value. So, practically, Flipkart need not make any adjustment. I even called their customer care to help me with the case. The representative did not understand my problem at all. She asked me to cancel the entire order and reorder the phone. But the phone was already out of stock. I did not want to wait for few more days for Moto E to reappear. I asked her to create a new order for me and allocate the current phone to the new order. She just did not understand. I ended the call. I cancelled my entire order.
Customers cancel orders for various reasons. On Flipkart I have never rejected a COD order or returned any item. My cancellation rate on Amazon is around 30%. I have returned items back to Amazon several times. I find better price elsewhere or at a later point I feel I don’t need the product any more. Reasons could be anything. But Amazon has never flagged me as a bad customer. After contacting Flipkart over twitter and not getting any help, I ordered the book on Amazon. From now on I will stick to Infibeam and Amazon.
Indian companies need to learn a lot about customer service and satisfaction. If Amazon and eBay enter Indian market in full swing, they will sweep Indian markets and Flipkart will be brought to its knees. Companies like Flipkart will write their own death warrants if they don’t learn to value their customers.