Description
Cash / Pay on delivery is the largest instrument of choice by customers on Amazon.in (and in other similar emerging markets where we are expanding) – this despite the rapid advances in digital payments technology space. Customers continue to prefer Pay on Delivery (POD), not only because they want to pay by cash (indeed half of our COD customers pay digitally at doorstep!) – but because it solves many other needs for them – Building trust in the Amazon marketplace, peace of mind to only pay when the item is delivered, and not block money until then, ordering for friends and family who are not digitally savvy etc.

On the other hand, POD also has its down-sides: it leads to low-intent purchases, casual rejects and abuse from some customers, which impacts the sustainability of the instrument. Hence there is a need to continuously shape the POD offering, to make it available for good customers, while reducing access to the not-so-good customers, and make it an overa...