Paytm Mall focuses on customer experience, delists six logistics partners

Paytm Mall is taking multiple initiatives to improve its image. After delisting 85,000 sellers from the platform, the company has now delisted six logistics partners and 30 courier aggregation centres. Following this move, it had also restricted delivery to 17,000 pin codes instead of 26,000 earlier.

These crackdown on sellers and logistics partners are seen as move to enhance customer experience and weed out inefficient partners. The company aims to establish a reliable logistics ecosystem with greater transparency in delivery and replacement timelines while ensuring that exact products are delivered in a good condition.

“Based on internal audit, the company has delisted 6 out of 14 logistic partners and 30 courier aggregation centers, as they were unable to offer a consistently superior consumer experience,” said company in a statement.

Going forward, Paytm Mall will expand its reach by offering a network of trusted logistics network to its partner shopkeepers and brand authorized stores across all pin-codes.

Amit Sinha, Chief Operating Officer – Paytm Mall said, “We believe working with fewer retailers and pincodes that leads to a superior customer experience is more important than rapid expansion. We remain committed to expanding our coverage in due course by increasing the set of serviceable pin codes and number of merchant partners in a gradual manner.”

Unlike Flipkart and Amazom, Paytm Mall doesn’t have in-house logistics arm and fulfillment centres to control customer experience. However, it’s investing in partners to help them setup the desired capacities for the Alibaba-backed company.

To weed out fraudulent and non-performer merchants, Noida-based company revamped its seller on-boarding process last week. As a result, it delisted about 85,000 sellers from the marketplace. Through this initiative, it made mandatory for sellers to furnish brand authorisation letters.

Delisting non-performers logistics partners will certainly help Paytm Mall to improve consumer experience. Of late, consumer experience with Paytm isn’t at par with likes of Amazon and Flipkart.