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Stream/Area:
-
Subject:
-
Paper ID:
10.55041/IJSREM.GSTCOS103
Volume:
10 |
7 |
Jul 2026
Pages:
1-9
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Department Of MBA,
CMR Institute of Technology, Hyderabad, Telangana,
Department Of MBA,
CMR Institute of Technology, Hyderabad, Telangana,
Return and refund policies have become a critical element of customer experience in quick-commerce platforms where products are ordered without physical inspection and delivered within minutes. Zepto Commerce Private Limited operates in a highly competitive market in Hyderabad, where customers can easily switch to alternatives such as Swiggy Instamart, Zepto, and BigBasket. This study analyses how Zepto ’s return and refund practices influence customer retention, focusing on three dimensions: speed of refund, clarity of policy communication, and ease of returning fresh items during peak periods such as festivals. Primary data were collected from Zeptocustomers in Hyderabad using a structured Google Forms survey and six-month purchase-frequency records self-reported by respondents. Descriptive statistics, percentage analysis, chi-square tests, reliability analysis, correlation, and regression were used to interpret the data. The results indicate that faster refunds significantly enhance trust and loyalty; clearly communicated policies encourage repeat purchases among young urban consumers; and hassle-free handling of returns for perishable items reduces customer loss during high-demand periods. The paper offers suggestions for optimising Zepto ’s return and refund processes to strengthen long-term customer retention.
KEYWORDS
Return and refund policies are no longer mere operational necessities; they are strategic tools for building trust and loyalty in quick-commerce. This study, based on primary data from Zeptousers in Hyderabad, confirms that refund speed, clarity of policy information, and ease of returning fresh items significantly influence customer retention. Statistical analysis indicates that positive return-policy experiences account for a substantial proportion of variation in retention scores. In a market where customers can easily switch to competitors, Zepto ’s ability to provide hassle-free, transparent, and timely returns and refunds will strongly determine its long-term position. By implementing the suggested improvements and closely tracking retention metrics around return interactions, Zeptocan further strengthen customer loyalty in Hyderabad.
● Zepto Return Policy Explained (2025). ● Are Zepto Orders Returnable? Updated 2025. ● How to Return an Order from Zepto App – Refund from Zepto in 2025 (YouTube tutorial). ● Return Policy Comparison of Grocery Apps in India (2025). ● Study on the Impact of Return Policy on Customer Buying Behavior in Quick Commerce, 2025. ● CleverTap Case Study: Zepto– 6% Retention Boost with CX. ● The Effect of Return Policies on Customer Loyalty in E-commerce. ● ZeptoCase Study: Fighting Churn with Retention First.
Publication Date
7/4/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
Funding Information
No funding information available for this research.
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