Need Help: Snapdeal suspended account with no further Refund/Exchange

@irahularora

If you think you haven’t done any mistake just tweet them and if they don’t reply positively go to the court. If you have abused their system too much then be at their mercy and keep requesting.

@rsai01 Thanks for your quick suggestion.

Seems my account has been suspended because I had returned few items. I have been operating this account from couple of years already.

Just wanted to understand :

1) Is that not the convenience one should have for online shopping? How can they expect things to be first time right which does not happen even if you go to any retail outlet in person?

2) There was no mail intimation warning a customer of the consequences?

3) There is NO threshold for returns beyond which you can charge the customer for delivery & return till the next successful goods acceptance?

4) The content of the mail which talks the account getting suspended? It was very rude to say the least ! !

5) How can they block an account without prior intimation? Is there no governance observed?

While I agree with @rsai01 100%, I am also of the opinion that if the reason to suspend your account was only too many (or few) returns, they should return your money. I guess once you are at no monetary loss, then account suspension becomes a secondary issue.

@rsai01
@enapster

I agree with both of you.

My returns, replacement or cancellations count may be beyond beyond their threshold since I have been operating this account from at least 2-3 years now. Primary concern is they should return my 2395 bucks and unblocking account would definitely stay secondary.

Though they have mentioned that my account is Suspended. Even CC told me on call that I will not be able access my account or place any further orders. I just checked and found that I am able to access my account and even tried to place an order on COD, it went through and even packed for dispatch.

@enapster

Status: Replacement / Return Approved
Delivered On: 29 Mar, 2017
Last updated at 10:53:21 AM, Today

Tracking details :
PICKED UP
Your Replacement / Return request is approved
12:14 PM, 01 Apr, 2017
Returned item is received at Snapdeal. Quality check is in progress
10:20 AM, 01 Apr, 2017
Picked up successful. In transit to Snapdeal
11:52 AM, 30 Mar, 2017
Courier is out to pickup your item
09:00 AM, 30 Mar, 2017

https://i.imgur.com/z...fQ

@enapster
Status checked from Help Center, it says
“We’ve received your item and will initiate your refund within few hours. You will receive an email and SMS once we issue your refund.”

https://imgur.com/a...Xp

I just received an email from them in response :

We understand that you are facing an issue with your item and wish to replace it. While processing your request, we reviewed your account and found some transactions that do not pass our internal checks. We’re sorry that we will be unable to complete your request and your account will be suspended.

Active orders and claims linked to this account will also not be processed and you may not be able to make new transactions. We request you not to operate any other co-existing account or open a new account.
-———————————————————————————

Seems the same email as earlier (their standard response likely)

@enapster Yeah, you are right.

I have not opted for return instead it was a replacement request for a size exchange. They’ve approved the same as well. However, they seems to have converted it to a return request on their own later, may be due to account suspension.

I have seen my nbr so casually returning a smartphone from FK, for around 6-7 days i guess phone was used n returned with some reason like heating up(Lenovo A6000+). People do abuse system. But I don’t agree with outright suspension n not listening to customer. Very controversial topic it is. Scamming might be through insiders I believe. Amazon had done the same in Europe too.

After raising it on twitter. I got a call from their social media support team and they were not able to help me in any way possible

No information/transparency on account suspension reason
No return
No replacement
No refund

They mentioned there is No way that you can recover back your money. Neither Mr Kunal Behl (CEO) can help . Also, they bluntly mentioned you can take whatever action you want to take on us.

Now the Product is with them as well the amount. Seems this is how they are trying to recover their loses.

I had exactly the same email sent to me for raising a refund request of shipping charges of Rs. 30 for returning an item, which they had promised it would be credited to my freecharge account at the time of raising the request. I got the order amount refunded though. At one point, even the customer care rep said my account was not suspended in their records. Others said I can’t use my account anymore as some transactions did not pass their quality checks. They couldn’t explain what transactions they were talking about. Many emails, calls and tweets did not resolve the issue.

Since it was just Rs. 30, I resigned to the fate. It must be months now, perhaps even over a year, but I can still access my account. These days, I don’t buy from SD even if they would offer something for free, although I used the same FC account to recharge, and I haven’t faced any issue with the suspension.

Try tweeting @Snapdeal_Help @1kunalbahl , tagging @UfterYou @jagograhakjago @consaff ‏.

Dekho ye jo Saanp Deal kar raha hai wo galat hai
Tum aage badho, hum tumhare saath hain!
Write a big case study on it and share with thelogical Indian types guys on FB.

@irahularora

I believe you would receive your refund. Refund process is automated and the system will automatically refund the amount once the product reaches the warehouse. I can’t believe social media team of SD had the balls to tell you that you can’t recover your money even if CEO intervenes. Make it clear to them that you won’t hesitate to knock the doors of consumer court. One well written notice from a lawyer to their official address will get the ball rolling.

Coming back to returns threshold for eCommerce, there is no set return thresholds as such. Suspicious accounts/transactions get flagged by the system which is then reviewed by a bunch of humans called risk investigators. They look into various factors before deciding the fate of your account. An eCommerce company will never ban a customer unless it comes to a point where they are left with no choice. Customer acquisition is an expensive affair and nobody wants to let go of any customers for any silly reasons.

I understand the convenience an online store offers compared to a brick and mortal store. One needs to be very careful with returns/exchange . Cost of returns is not cheap. I’m sure a couple of years down the line companies such as FK, Amazon will start charging for reverse pickup. Ecommerce funding in India has become saturated and investors are looking at profit these days. Ecommerce in India will be soon shifting to loyalty based system where the loyal customers which brings in profit will be rewarded and the problematic accounts with multiple returns will be booted out of the system. Amazon has already put the loyalty programme in place by introducing prime susbscriptuon. More and more benefits will go to Prime subscribers in the future. FK had a chance few years back when they launched Flipkart first. But Flipkart being Flipkart royally screwed up Flipkart first program.

@cybertechie I am also surprised to hear that from Snapdeal Support. I have even recorded those words of helplessness.

Reverse pickup was made on 30th March and I have not received the replacement or refund amount yet.

I have finally raised this case to National consumer helpline. They have asked me send a letter to Snapdeal Head office with the docket no. that they have provided (this would serve as a Legal notice) and wait for 15 days and if there’s no response then let them know, they will help me on next steps for further escalation.

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