Question

QUESTION #2

John works at a financial institution in the United States and his job profile makes him interact with the various components of the nation’s financial system. He is of the view that a nation’s citizenry is better-off when everyone is self-sufficient and no one needs to borrow from or lend to someone to succeed in their respective ventures. In fact, he comes from a family background that considers borrowing to be an embarrassment. To be debt-free is what he sees as an important pillar of financial success.
His friend and co-worker Mary does not fully agree with him. Though she sees self-sufficiency as desirable, she wonders whether it is possible to achieve such a state or even whether it is desirable to be economically selfsufficient. Her spiritual teacher tells her that everything in the cosmos is interconnected and interdependant.
While she contemplates on the puzzle, she absent-mindedly opens a package that she has just received in the mail. She usually uses her office address for shipping as she has found things often getting stolen when delivered at her home address while she is at work. The package is from one of her favourite shopping portal. On one of her online visits to the store a couple of months ago, she was attracted by the colour, shape, size and shine of a jewellery item and decide to buy it. After saving a part of her salary, she had happily clicked the “Buy now” button last week. And now that the item is here, she forgets about national economic welfare and her disagreement with John. Instead, she focuses on prying the package open and to lay her hands on the contents inside. As she has her first look at the jewellery, she feels her heart dropping from the ribcage. The actual physical size of the item she ordered is much smaller than how it appeared on the website and it does not even seem to be as shiny and smooth as it was in the online picture. She feels bitter and deceived. More so, because the seller does not have a good return policy and she will have to bear the shipping and re-stocking fees if she decides to send the item back. She decides to lodge a complaint with the shopping portal anyway and ask for a refund.

Question 2
As a finance student, how would you describe Mary’s online shopping incident? What has she been a victim of? Explain your argument.   

Answer 1

Answer:

Mary has been cheated because she did not get the product that she ordered, she got a wrong product that is not ethical, It is against ethics and values. She can return the product or place an exchange request but she has to bear the cost of shipping because seller does not have free return/exchange policy. She should have known about the policies of the seller because she has been shopping from it and it has been one of her favourite shopping portals.

She can also go for a refund as she was not satisfied with the product that she got, here cusomer's satisfaction and value are affected badly, her trust is broken, customer value is very important that says, even customer's dollar 1 should be worth. Retaining an old customer is very important but shopping portal is almost losing her.

She can lodge a compliant and ask for the refund, she will get her money back within 7 working days.