• Source:JND
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Flipkart is changing post-purchase customer experience with its recently launched Trust Shield programme. The initiative will turn Flipkart into a one-stop shop for all issues related to a product within 30 days of delivery. Rather than reaching out to individual brands for help, customers can now report issues directly from the Flipkart app and track their claims in real time.

The programme is extendable to white goods, mobile phones, and certain electronics such as ACs, TVs, refrigerators, washing machines, and microwaves. It covers accidental damage, liquid entry, and factory warranty claims, providing customers with fast, reliable assistance without the inconvenience of dialling various channels.

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How the Programme Works

Unlike standard return and replacement policies, which fall on the customers to coordinate with the brands, Trust Shield makes it simpler. Users can file a complaint within the Flipkart app, monitor the progress, and receive a resolution within two working days. That is not only time-efficient but also builds confidence and trust among customers, especially in the midst of the shopping season for the festive seasons.

Rakesh Krishnan, Flipkart's Vice President of Large Appliances, emphasised post-purchase care: "Given that the festival season is one so longed for to shop for goods by millions of consumers, we understand that the post-purchase experience is just as important as the purchase moment. Flipkart Trust Shield is an example of our consumer-centric innovation that makes shopping easy from discovery through purchase." It is not just a festive rollout; it's a testament to Flipkart's commitment to building confidence and a new standard for reliability in e-commerce."

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Setting a New Standard

Taking its responsibility beyond the point of purchase, Flipkart is raising the bar for post-purchase care in India. With Trust Shield, customers get faster resolution, transparent visibility, and confidence that their purchases are protected; online shopping becomes faster and more reliable than ever before.