Flipkart is planning a slew of measures to win back customers and vendors who were left fuming after several glitches marred the online retailer's massive Big Billion Day sale on Monday.The Bangalore-based company will now offer gift coupons to customers who were unable to buy products at advertised prices and earmark specific dates beginning tomorrow for vendors to showcase wares on the marketplace.
"We are sourcing additional stock in some categories or offering refunds," said Mukesh Bansal, board member of Flipkart. For instance, the company is arranging for additional stock of televisions that will be offered to customers at the discounted prices. "Importantly, we are putting in place processes to ensure this does not happen again."
Bansal, who heads fashion at Flipkart, said the company is using the data they got on Monday to make stock forecasting more robust. It is also in talks with payment gateways to ensure that transaction failures are not repeated.
These processes will soon be put to the test as the company is set to launch its second big sale on Friday. The sale will last until October 16. "We had over five times our usual sale on Monday. We could have sold more but they blocked orders," said a fashion merchant on Flipkart, who did not want to be named.
Bansal confirmed that Flipkart would have an additional sales event, but declined to share specifics.
The largest merchant on the Flipkart marketplace, WS Retail, is expected to have minimum involvement in the new sale that will kick-off on Friday. "The deals of other merchants will have prominence," said a person who directly involved with the planning.
According to filings with the ministry of corporate affairs, WS Retail "sources products from Flipkart India Private Limited under a valid and non-exclusive supply agreement and resells it to the end-customer on the e-commerce marketplace platform www.flipkart.com."
The sale will coincide with Amazon's big Diwali sale. Experts said such steps are necessary. "They need to take these steps to correct their image, otherwise it will affect future sales," said Saurabh Srivastava, director at director at advisory firm PricewaterhouseCoopers (PwC) India.
Flipkart's team is also in talks with brands that have been vocal about their displeasure over the steep discounts, said a person who did not want to be named. Electronics giants like Sony and LG have made known their ire about the selling practices of e-tailers. PwC's Srivastava said despite the threats brands cannot ignore e-commerce anymore.
"Brands need brick-and-mortar and ecommerce. They are trying to keep both happy," said Srivastava. Flipkart sold $100 million worth of products on Monday, while rival Snapdeal said it registered sales of over Rs 1 crore every minute on the same day.
Bansal confirmed that Flipkart would have an additional sales event, but declined to share specifics.
The largest merchant on the Flipkart marketplace, WS Retail, is expected to have minimum involvement in the new sale that will kick-off on Friday. "The deals of other merchants will have prominence," said a person who directly involved with the planning.
According to filings with the ministry of corporate affairs, WS Retail "sources products from Flipkart India Private Limited under a valid and non-exclusive supply agreement and resells it to the end-customer on the e-commerce marketplace platform www.flipkart.com."
The sale will coincide with Amazon's big Diwali sale. Experts said such steps are necessary. "They need to take these steps to correct their image, otherwise it will affect future sales," said Saurabh Srivastava, director at director at advisory firm PricewaterhouseCoopers (PwC) India.
Flipkart's team is also in talks with brands that have been vocal about their displeasure over the steep discounts, said a person who did not want to be named. Electronics giants like Sony and LG have made known their ire about the selling practices of e-tailers. PwC's Srivastava said despite the threats brands cannot ignore e-commerce anymore.
"Brands need brick-and-mortar and ecommerce. They are trying to keep both happy," said Srivastava. Flipkart sold $100 million worth of products on Monday, while rival Snapdeal said it registered sales of over Rs 1 crore every minute on the same day.
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