So yeah, I had a bad experience with Paytm but instead of a general rant, let me help Paytm fix their processes/messaging.
Family has been planning to go to Ladakh this July (a decision made just few days back). Decided to book the tickets.
1. Went ahead with Paytm (I like the UI and the discounts offered).
2. Booked tickets around 10 PM yesterday (FYI: Delhi to Leh, back and forth was Rs. 85K for four of us).
3. And then, I had to book the Bangalore-Del back and forth flights as well.
4. Waited for 30 minutes - got no clarity on the status for the booking made (for Del-Leh).
5. Finally got a SMS mentioning that 2 passengers are canceled.
6. Received ONLY ~17.5K in the wallet.
7. No clarity on the rest of the money. No clarity on ticket status (pending?canceled?). Just 2 tickets canceled (as per the SMS)? Really??
8. Called up Paytm support - after 10 minutes of wait, got to know that Paytm flight has a different number.
9. Tried for 30 mins. No success.
10. Went to Twitter - no reply (team busy with Indo-pak match?).
11. Wasn't able to create a support ticket on the site. Thought support@paytm is the support id - but was wrong (it is email@example.com - there is no mention of this in their support site).
12. I can't book for the rest of my journey as I have no idea whether Del-Lel tickets are booked/canceled/when the money will be refunded.
13. There was no clarity on money refunded. Paid 85K and received only 17.5K in the wallet - where is the rest of the money?
14. Finally got through Paytm flight support. They did solve, but in the process ticket price (for the overall journey) went up. Plus, an extremely frustrated me just shutdown the laptop and canceled the trip.
What's wrong with Paytm?
Paytm product team is 'ASS-UMING' a lot about its users.
There is no messaging / total lack of clarity in the way such (edge) situations are handled. This has been debated earlier on NextBigWhat as well.
For e.g. how the hell am I supposed to know/remember that the wallet can by default only have Rs 20K (and the rest of the money will be credited to the account)? Why are such error messages not stated properly along with the status message in the order status screen?
Why do I need to remember the rules of using a transactional product like Paytm (ps: am okay to learn the rules of an iPad/MS surface etc etc)? I don't want to remember the rules of using an ecommerce service.
Now, look at the below distribution of refund and tell me why do I need to juggle with my blood pressure and wait for support email to get to know this masterpiece distribution of refund.
Total Amount Paid - 85804
Cancellation charges - Nil
Cashback already credited - Nil
Amount Refunded - 85804 (INR.6462,11412 credited in your Paytm wallet
INR.16199,11412,16199,8829,6462,8829 credited in your Source Account,
For all the money Paytm is raising, pls spend a good sum in building the Paytm support team - the current support is more geared towards DIY, but please guys. Why is reaching out to Paytm support so damn difficult? It almost feels like they don't want you to use the support service.
Bottomline: As a customer, I don't want to hold my breath while transacting ₹₹₹₹ on Paytm.
Secondly, engineers and product managers at Paytm need to really wake up and get real. I tried the transaction a few times and every time I had to re-enter the traveler details. Really? You mean you just can't offer such a basic UX?
Beyond the simple and beautiful UX, Paytm needs a serious re-think. Let it not become another mediocre Indian ecommerce story with discounts as the only key differentiator and used mainly for smaller transactions.
I have always respected Paytm for its neat product management thinking (they have tried solving for complex interfaces) - but for now, no PaytmKaro for me.