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IAMAI. <root/>. 4 th Financial Inclusion & Digital Payments Conference Day-II Rajesh Jindal CFO – Travelocity.co.in & Travelguru.com. 1. PANEL DISCUSSION 4: TRANSACTIONS INTERRUPTED. <root/>. Collectively creating a better user experience in ecommerce payments

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  1. IAMAI <root/> • 4th Financial Inclusion & Digital PaymentsConference • Day-II • Rajesh Jindal • CFO – Travelocity.co.in & Travelguru.com 1

  2. PANEL DISCUSSION 4: TRANSACTIONS INTERRUPTED <root/> • Collectively creating a better user experience in ecommerce payments • Building customer trust through collective action • Preparing an effective payment infrastructure for ecommerce 2

  3. How the same can be done? • USER EXPERIENCE • Multiple Payment Options (i.e. Credit/Debit Card, Net Banking, Bill Desk, COD etc) • Flexible payment system ( a free EMI facility; innovative way to add more customers) • Ease of Use & Information to customers (Educating via mailers) • OTP ‘One-time Password’ generation process should be made simpler • CUSTOMER TRUST • Security (Securing information to prevent eavesdropping, tampering or message forgery) • Net Banking & PG failures are huge; • Customers should get immediate message • Refund processing should be faster <root/> 3

  4. How the same can be done? • EFFECTIVE PAYMENT INFRASTRUCTURE • Reduction of PG charges; • Quicker introduction of ‘Rupya’ • Improvement in ‘Consolidators’ Vs ‘Banking’ reconciliation cycle for net banking • For payment failures at Banks level, faster processing of refunds to customers <root/> 4

  5. What would this lead to? • Increase E-commerce market • Customer retention & loyalty • More frequent and higher-value transactions • To cater to all age groups and sections <root/>

  6. <root/> THANK YOU

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