Impact of flipkart's return and refund policy on customer retention in coimbatore city

Author(s)	Ms. S. Jana Priya, Dr. E. Karthika
Country	India
Abstract	This study examines the influences of Flipkart’s return and refund policy on customer retention in Coimbatore city. A survey of 120 Flipkart users revealed the policy’s impact on customer satisfaction, Willingness to make future purchases, and overall retention. The findings suggest that clear, transparent, and customer – friendly return policy is crucial in driving business growth and customer satisfaction. However, the study also highlights the need to balance customer satisfaction with financial sustainability, as frequent return and refunds can impact profit margins. The results of this study provide valuable insights for e- commerce companies to refine their return and refund policies, ultimately enhancing customer retention and loyalty.
Keywords	Flipkart, Return Policy, Customer retention
Published In	Volume 7, Issue 2, March-April 2025
Published On	2025-04-01
DOI	https://doi.org/10.36948/ijfmr.2025.v07i02.40447
Short DOI	https://doi.org/g9dgx8

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International Journal For Multidisciplinary Research