A supplementary poll from the report provides insight, showing Amazon India as the preferred platform for returns and refunds among e-commerce sites, while Big Basket leads among quick commerce platforms.
The single-digit ratings for many other platforms call for a significant need for a sector-wide improvement in how they handle returns.
The data shows that while attractive prices and wide selection drive initial interest, it is the post-purchase experience that builds long-term loyalty.
This is especially true for items like smartphones, electronics, and home appliances, which are major spending categories this festive season.
