Brief
Our client sought to conduct a comprehensive study on the refund experience for online purchases in Nigeria, focusing on consumer and merchant experiences, pain points, motivations, and the government’s policy stance on refunds.
Approach
Webhaptic Intelligence, with its expertise, took on this project using a qualitative approach of in-depth interviews. The target audience included merchants who are social media vendors selling on e-commerce websites, as well as buyers. Webhaptic conducted 25 in-depth interviews (IDIs) in Lagos, Kano, and Port Harcourt, Nigeria.
Outcome
The study revealed several key insights into the refund experience for online purchases in Nigeria. From the consumer perspective, major pain points included lengthy refund processing times, lack of clear refund policies, and difficulty communicating with merchants. Motivations for seeking refunds ranged from receiving defective products to incorrect orders. Merchants, on the other hand, cited concerns about fraudulent refund claims and the impact on their bottom line. Overall, the study highlighted the need for streamlined refund processes, transparent policies, and a regulatory framework to protect both consumers and merchants in Nigeria’s growing e-commerce landscape.