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Hey @swiggydesign
Your Instamart auto refund process is a self-goal since you've suddenly forgotten customer psychology here
Instamart is a TOPUP order "job to be done"
If you have NOT have products in stock, you seek permission to send rest, not auto refund! Why?
Your Instamart auto refund process is a self-goal since you've suddenly forgotten customer psychology here
Instamart is a TOPUP order "job to be done"
If you have NOT have products in stock, you seek permission to send rest, not auto refund! Why?
Normally we need 1/2 items that FORCES us to order via Instamart. However, when you've opened the app - you order 2/3 more - just as you would do if you ran to your nearby grocery store
But what if the offline grocery store does NOT have the needed product? You DO NOT ORDER!
But what if the offline grocery store does NOT have the needed product? You DO NOT ORDER!
So
1. You have to be ACCURATE in your own dark grocery store
2. If you do not, then please do not auto refund. CANCEL it instead or ask the customer
How you deliver the edge case LOSES the customer forever
If you cant delight customers when you fail, why even offer that service
1. You have to be ACCURATE in your own dark grocery store
2. If you do not, then please do not auto refund. CANCEL it instead or ask the customer
How you deliver the edge case LOSES the customer forever
If you cant delight customers when you fail, why even offer that service
This is like refunding for the birthday cake but delivering the candles ordered alongside it
Did your focus group customers tell you this was the best UX/CX you could do?
No alert notification - just a quiet transaction SMS pisses off customers. DO NOT be too clever by half!
Did your focus group customers tell you this was the best UX/CX you could do?
No alert notification - just a quiet transaction SMS pisses off customers. DO NOT be too clever by half!
Right now, I have an irate child hungry for 45 minutes, cooked food that he's not eating and a consequent food order I'm not placing via Swiggy
Auto refund loses customers silently! PLEASE reconsider
Your UX has been
Dont do this. PLEASE! This is not what Swiggy stands for
Auto refund loses customers silently! PLEASE reconsider
Your UX has been
Dont do this. PLEASE! This is not what Swiggy stands for
and as always, as an ex-SUPER but forever friend of Swiggy, happy to have a chat if you folks wish to debrief or listen to real customers who LOVE UX not just eyecandy in the name of UI :-)
Good afternoon @swiggydesign
Good afternoon @swiggydesign
