Cash on Delivery gets a mixed customer reaction

The session starts with Sankalpa Bhattacharjya, Partner & Leader – Deals Strategy at PwC India discussing about certain statistics around the Cash on Delivery model and how customers might get fickle minded about their purchases for which they have to pay. Rahul Agrawal, CEO & Co-Founder, MebelKart.com thinks eCommerce should not go cashless. As there are many customers ordering for the first time, or who did not have credit or debit cards opted for COD. So, COD for eCommerce companies is a necessity. With more of brand awareness, many customers have shifted from COD to using credit and debit cards. According to him COD is here to stay. Yogesh Dhingra, CFO & COO, Blue Dart Express says handling huge cash becomes an issue at times as it requires safety and reconciliation and one has to figure out how the process can be done in a digital way. In COD, there are multiple attempts made, which becomes the reason of wastage of money because of revisits. Digital payment system should be enhanced. Other panelists also share their thoughts on COD.