e-commerce
Kantar: Consumers in India are taking up ‘offers’ faster online than offline
Mumbai: Kantar, a marketing data and analytics company, has launched ‘Uncovering Consumer Decision Making in Digital Commerce’ a comprehensive report collating multiple studies done across various categories, to help marketers formulate winning strategies for digital commerce.
The research reveals a significant difference in availing offers online and offline by consumers. 86 per cent of online consumers are willing to take up offers while the offline offer uptake stands at 60 per cent which is a wide gap. Online buyers are more price sensitive and avail more offers compared to offline buyers. Therefore, it is important for marketers to optimise discount and promotion offers (own and with partners) considering channel dynamics and to understand the psychological thresholds to pricing.
Other key findings of the report include:
When it comes to selecting a digital payment instrument, brand reputation dominates as the primary factor, standing at the highest (index of 100) while other parameters such as ‘interest on earning’, ‘platform Fee & charges’ and ‘cashbacks on all transactions’, lags behind at 47, 43 and 18 (indexed to brand reputation) respectively.
While selecting the e-commerce platform for online purchases, consumers’ look for foundational needs being met and hence delivery type & delivery charges stand highest (index of 100), followed by ‘discounts’ and ‘delivery time’ (61 and 52 respectively- indexed to delivery type & charges). This gives a clear indication to brands to keep a stronghold on these basics for customer loyalty and understand consumer’s maximum thresholds for delivery charges, delivery time and minimum thresholds for discounts.
While consumers may expect to have many services and features available on the app, they would be willing to pay only for the services and features which fulfils an unmet need or have a tangible benefit. Kantar points out that it is important to estimate consumer’s willingness to pay for each service and feature, in order to construct subscription packages and to monetize profitably.
A key aspect of consumer decision-making on digital platforms is Priced offers vis- a – vis free service/content. The report points out that while constructing and pricing subscription packages / offer bundles and monetizing services and features in digital commerce space, it is important to consider (and not ignore) free services and content available on the web as real competition because in consumer’s mind, these are relevant options and something they can easily switch back to. Explaining this further, the report highlights that discounts on medicines are already available on many sites and thus, willingness to pay for it in a subscription plan is very low. The same is true for services such as nutritional / diet advice which are available for free on many health-related sites and platforms.
Lastly, the report points out that loyalty program subscribers expect higher tangible rewards in return. This can vary by category. For one category, the expectation from the conversion rate for reward points to cash for loyalty program subscribers was 1.17 times that of the conversion rate for regular users and for another it was 1.31. Kantar recommends that in order to balance between consumer loyalty, rewards payout based on loyalty programs and profitability, it is important to estimate and optimize the reward-to-cash ratio and benefit from the difference in these expectations across program subscribers and regular users (to get them onboard) by different categories.
Commenting on the report, Kantar MD & chief client officer, insights division, South Asia Soumya Mohanty said, “India’s online shopper base is to be the 2nd largest globally by 2030, with nearly 500-600 Mn shoppers, as per Invest India*. To capitalise this massive growth and be future-ready, it becomes even more important to listen to what consumers want from your category, brand, and those you partner with.
e-commerce
Amazon unveils first Trustworthy Shopping Experience Report
32,000 bad actors targeted, 15 million fake products removed in 2025.
MUMBAI: In a marketplace where trust is the real currency, Amazon is showing its receipts. Amazon has released its first-ever Trustworthy Shopping Experience Report, offering a detailed look at how it polices its vast digital shelves from counterfeit crackdowns to scam detection and review authenticity. At the heart of the report is a four-pronged strategy, proactive controls, risk anticipation, enforcement against bad actors, and consumer protection. The scale is staggering. Since 2020, Amazon’s Counterfeit Crimes Unit has pursued over 32,000 bad actors globally through litigation and criminal referrals spanning 14 countries.
The clean-up drive accelerated in 2025, with the company identifying and disposing of more than 15 million counterfeit products worldwide. Legal action also led to the takedown of over 100 websites linked to fake reviews and scams, an ongoing battle in the age of algorithmic manipulation.
Behind the scenes, artificial intelligence and machine learning are doing the heavy lifting. Amazon says it monitors billions of daily interactions across listings, reviews, and seller activity to spot trouble before it surfaces. Its predictive systems can even flag potentially infringing listings for trending products before brands raise the alarm.
Tools like Omniscan, which verifies product safety information at scale, and SENTRIX, designed to detect and eliminate phishing websites, are part of this expanding tech arsenal. Together, they aim to reduce risk while keeping the platform usable for legitimate sellers.
That balance between protection and friction is a tightrope Amazon acknowledges. Rohan Oommen, Vice President of Worldwide Customer and Partner Trust, noted that while safeguards are critical, they must not stifle genuine businesses. Features like the Account Health Dashboard are meant to give sellers clearer visibility into compliance and performance.
Consumer-facing measures are also getting sharper. From direct safety alerts to recall notifications and refund guidance, Amazon is leaning into transparency, backed by partnerships with consumer organisations to raise awareness.
The report’s release follows the expansion of Amazon’s Counterfeit Crimes Unit into India, signalling a deeper push into one of its fastest-growing markets, with closer coordination planned between brands, sellers, and law enforcement.
In short, as online shopping grows more complex, Amazon is betting that trust built through data, enforcement, and a fair bit of algorithmic vigilance will be its most valuable product yet.
