"I knew I would have got some amazing discounts, but I wanted something extra," says the 33-year-old designer, who had been planning to upgrade her television for the last few months. Grover's 'extra' moment came when payments and e-commerce services provider Paytm rolled out an 'up to' 100% cash-back Diwali campaign on November 3.
With a maximum retail price of Rs 77,900, a 48-inch Full HD LED Samsung television was available at a selling price of Rs 63,371, thanks to a 20% odd discount. A mouthwatering deal indeed, but it didn't end there. Grover may have perhaps got a similar discount at a few other e-tailers, too; what she wouldn't have got was over Rs 10,000 cash back in her mobile wallet, on top of the discount.
"Cash-back is like icing on the cake. And this icing never melts," says Grover, who shops only when there's a tempting cash-back offer. "If a discount is value for money, cash-back is double the value," she grins.
As round-the-year discounts -- at times as high as up to 80% -- become par for the course in luring polyamorous buy in a hyper-competitive players in the e-commerce market, a raft of e-tailers such as Paytm are betting big on cash-backs to woo consumers with a fresher, juicier carrot.
A cash-back, quite simply is a form of incentive over and above the discount price offered to buyers as a refund in their mobile wallets which they can use to either shop for products or for any other services; these include paying utility bills, and for mobile and data card recharges. While buyers have more cash in hand to shop, sellers get a chance to get another slice of the consumer's wallet.
Retention strategy
"Cash-back is the reigning king of Indian e-commerce market," says Saurabh Vashishtha, vice-president, business, Paytm.
While discounts attract shoppers, there is little that they do for customer retention. Between three top players, a consumer will identify the platform offering maximum rebate and shop there. However, there is nothing to ensure that this transaction moves on from being a one-time interaction to something more permanent.
Vashishtha adds that the cash-back scheme on Paytm has a further advantage vis-a-vis other online marketplaces. "Unlike other platforms where a cash-back earned on a purchase must necessarily be used for another similar purchase, on Paytm users have myriad possibilities for using that cash," he contends. "The second transaction could be need-based or an impulsive buy but the chances of it taking place are almost 100%," he claims.
Vashishtha's confidence is borne out by Abhishek Pandey and Shivani Gupta. The husband-wife duo in Delhi visited GrabOn, an online coupon and deal site, bought grocery worth Rs 15,000 from PepperTap, an online grocery app, and paid the amount from their Paytm mobile wallet. To their surprise, the duo got a cash-back of Rs 5,000 and now plans to shop more by using the windfall.
Gupta, a 26-year old homemaker, will buy apparel with that from Kaaryah, a brand of western, non-casual wear for women. "This is the best thing about cash-back. The shopping never ends as your wallet never gets empty," she says. Her husband nods in agreement. "Cash-back saves me from giving money to my wife," he says cheekily.
The focus of the cash-flushed e-commerce players, who have tried every trick in the book to acquire more customers, has now shifted a gear -from wooing to retaining them and ensuring they come back again and again. Retail analysts point that on an e-tailing landscape dotted with promiscuous, deal-hunting buyers, cash-back stands a better chance than discounts in instilling some sense of loyalty in consumers and plugging the 'leaking bucket' problem of acquiring and losing users quickly.
Arvind Singhal, founder of consultancy firm Technopak, says disloyalty is inevitable in online shopping simply because most of the products consumers want are freely available, and they will buy them from the marketplace that's offering the best deal. However, this doesn't guarantee repeat buying nor does it promise brand allegiance. The muted success of couponing (redemption of a coupon for a rebate on a purchase) in India bears testimony to this fact, he says.
"Cash-back is potentially a better way of engaging with consumers. It's like building a loyalty programme in an indirect manner," reckons Singhal.
In a recent study, industry body Assocham said online sales would cross Rs 52,000 crore during the festive season, which goes on till December-end.
The study added that e-commerce sales would register a fivefold increase this festive season over the 2014 corresponding period.
Though it's too early to judge the success of cash-back, for the time being it seems that it's doing its bit to spur online sales.
Take, for instance, Smita Khan who bought an Apple MacBook Pro via CashKaro, a cash-back and coupons site. The 40-year-old, who works in an MNC in Gurgaon, got a cash-back of over Rs 12,000 this festive season. "I started shopping online last year," says Khanna, adding that discounts undoubtedly tempt a buyer but it's cash-back that transforms that temptation into impulsive buying. "If you have extra money in your account, won't you shop," she asks, rhetorically.
Shopaholic Samta Lakhani, who works in an MNC in the Delhi suburb of Noida, declares that cash-back is "God's biggest boon to womankind." She bought an iPhone 6S (16GB) from ShopClues using the MobiKwik mobile wallet and got a cash-back of over Rs 7,500. "It's opium for shopaholics. It just makes you give in to the temptation to shop," says Lakhani.
For online marketplace ShopClues, the idea behind launching a cash-back scheme is to enable customers to shop more on its platform with added rewards. "We want to double our customers' joy this Diwali. Our cash-back offers across unstructured categories are meant to push up festive sales," says Nitin Agarwal, assistant vice-president, marketing, ShopClues. He contends that the e-tailer wants to make not just its loyal shoppers feel special, but first-timers as well.
Even a relatively new startup like Kaaryah, which was funded by Ratan Tata a few months back, is hopping onto the cash-back bandwagon. Nidhi Agarwal, founder of the fashion portal, explains that cash-back has allowed her to enable brand activation in a cost-prudent manner. "While discounting operates in spurts, cash-back has proven consistency in terms of traction," she says, adding that it allows customers to experiment with new brands and products for free. While discounts are a way to increase volume sales, cash-backs not only drive volume but also provide tangible rewards (value), avers Agarwal.
Businessman Sanjeev Chhabra would agree with the tangible nature of cash-backs. He used the services of UrbanClap, a home services startup, to get his home cleaned before Diwali, and bought gifts for his relatives and friends from ShopClues. For a shopping amount of Rs 20,000, the 49-year-old in Mumbai got a cash-back of Rs 5,000. "I didn't have to make an effort to earn or save money. It's automatic," says Chhabra.
No looking back
Shoppers, of course, are in no mood to bother about the financial health of the e-tailers -- not when the going is good for them.
Sagar Chaterjee in Bengaluru is one such consumer who's making hay whilst venture capital shines on startups. The 38-year-old bought apparel worth Rs 15,000 from fashion e-tailer Jabong and ended up reeling in Rs 7,500 as cash-back."If e-commerce players are giving us more money to shop, then why should I complain," he asks.
A discount hunter till a year back, Chaterjee now swears by sites offering cash-backs, albeit for a different reason. "I am not used to saving for shopping. Now I don't have to save at all. It's there in my wallet."
Investors, for their part, are also not complaining. They see immense business sense in the way e-commerce players are splurging money in acquiring consumers and achieving scale. The e-tailers, they aver, are only playing by the rules of the game, which is customer acquisition at whatever cost.
"There is a method in their madness," says Sasha Mirchandani, managing partner and founder of Kae Capital, a venture capital firm which has invested in startups like HealthKart, Truly Madly and MapMyTalent."Entrepreneurs know what they are doing," asserts Mirchandani.
Mirchandani maintains that while in the short run it's only consumers who win, in the long run the e-commerce players would reap the rewards. "And those with their own payment wallet stand to gain the most," he says.
Agree marketing experts, who feel that the strategy of owning a mobile payment wallet makes life easier for e-commerce players in multiple ways and would be a prime differentiator in future. For one, in the online marketplace where margins for e-commerce players are wafer-thin if not absent, having one's own payment wallet saves precious commission which otherwise would have gone to the outsourced payment gateway provider, points out Abraham Koshy, professor of marketing at IIM-Ahmedabad.
Second, it enables e-commerce players to engage more with the consumers for a longer period of time, which in turn ensures repeated purchases. And, third, the money invested by companies in rolling out a cash-on-delivery model, which adds to the cost overrun of the startups, will significantly come down, says Koshy. This, in turn, will ensure moving rapidly towards profitability, perhaps the biggest concern with all the e-commerce players in the country, he adds.
That also explains the strategic trigger for Snapdeal buying mobile top-up firm FreeCharge for reportedly Rs 2,400 crore in April this year. Four months after the acquisition, Snapdeal and FreeCharge jointly launched a mobile wallet.
In fact, cash-back seems to be the flavour of the season. Online travel aggregator Yatra has rolled out a promotional offer of 100% cash-backs on tickets booked through its app. Chinese handset maker Xiaomi has announced cash-back offer during this festive season.
And if you thought that it's only e-commerce players who are dangling the carrot of cash-back, then here's a reality check: Last month, Tata Motors launched up to 100% cash-back offers on its range of cars including Safari Storme, Bolt, GenX Nano and Indigo. Mahindra & Mahindra too has been running a cash-back scheme for its two-wheelers.
However, all are not enthused by cash-back strategy. Rahul Narvekar, chief executive, IndianRoots, an online marketplace for Indian fashion, believes that success stories around cash-back promotion are not indicative of business model success for an e-commerce company since it does not imply an increase in revenues, but only an increase in the number of transactions. Cash-back works better for horizontal players such as Flipkart, Amazon or Paytm, where the customer can use the cash that's come back to her to buy a variety of services and products across categories, admits Narvekar. However, for a vertical player, its success remains dubious.
IndianRoots tried a 100% cash-back offer in July this year but it did not work as well as expected, he concedes. "A vertical player like IndianRoots needs to be cognizant of what value we can offer to customers, if any, through a cash-back programme," says Narvekar.
GrabOn founder Ashok Reddy too feels that while the biggies like Paytm and Snapdeal are moving to a cash-back model, it's not going to become the flavour of the season. "Other brands will continue with their business models," he avers, adding that most of the players won't tweak their businesses just because their competitors are offering cash-back.
Tell this to Vashishtha of Paytm and he would beg to differ. So far cash-back has struck the right chord with Indian audiences, he says. But to truly leverage its power, companies have to ensure that customers get true, transparent value, he adds.
"Discounts and cash-backs that are mere delusions will not only fail to attract customers but will also lead to a loss of trust which can be highly detrimental to the long-term health of any venture," he says. Cash-back that offers true value-for-money, he concludes, with the potential for customer retention is the new gamechanger in Indian e-commerce.
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