E-COMMERCE

ASSIGNMENT

(NEGATIVE EXPERIENCE FOR MS VAISHNAVI

ON ORDERING FOOD FROM ONDC)

SUBMITTED BY:
Name: Thushara
Reg no: 2201722084020
Dept: IIMCOM(COBA)
ONDC (OPEN NETWORK FOR DIGITAL COMMERCE):
It is an innovative initiative introduced by the government of India to
revolutionize the digital commerce ecosystem in the country. The
ONDC platform serves as the intermediary layer between the
interfaces hosting the buyers and the sellers.

First let us compare the price in ONDC and

SWIGGY from the same restaurant:
ONDC: SWIGGY:
Food price-250 INR Food price-275 INR
Delivery -63 INR Delivery-40 INR
Taxes- 15 INR Taxes-34 INR
Discount-25 INR Package-10 INR
TOTAL -303 TOTAL-359

Pros of ONDC- Relatively cheap

Ms Vaishnavi ordered her food first time through ONDC platform and
it wasn’t delivered and she never get her refund also.
Giving benefit of doubt, she ordered again, and delivery person was
unreachable and porter customer service couldn’t offer any solution
and it was delivered 3.5 hours after she ordered.
Lastly, she have no courage to order food from ONDC for the third
time, because she felt it is not worth on saving 50 INR.
Finally, she decided to pay few rupees extra to ensure her order will
Reach on time or will have a resolution in case of any operational
issues, she was happy to pay for those extra services.
SOLUTIONS TO RESOLVE THIS PROBLEM:
1. ACKNOWLEDGEMENT:
If order is getting delayed informing to the customer through
via messages, E-mail or through phone call generates a proper
response to customer.

2. REFUND FACILITIES:
Proper refund facilities is mandatory in every online portal
because it will enhance the service effectively. once when
Consumer cancel their order provide them a systematic refund
policies.

3. ONTIME DELIVERY:
Delivering food on time brings customer satisfaction and it will
lead a huge positive impact.

4. TRACKING:
Initiate of tracking the order facilitates the customer to know
where the food is placed and when it will reach.