The gap between a business owner and customer has completely bridged with this one single feature called Magic Checkout.
This powerful insight from Dr. Nilam Patel, founder of Viaana Kids Store, perfectly encapsulates her brand’s commitment to seamless connections and unwavering trust. This case study explores how Viaana Kids Store, born from a mother’s journey, transformed the online shopping experience for kids’ products, achieving remarkable boosts in conversions and significant reductions in returns.
Table of Contents
Viaana Kids Store: A Mother’s Vision, A Child’s Delight
Viaana Kids Store began its heartwarming journey in 2021, a brainchild of Dr. Nilam Patel. Inspired by her daughter, Viaana, and the booming e-commerce landscape, Nilam transformed her focus from physiotherapy to an online venture. Starting with successful Rakshabandhan gift hampers, customer interest guided her to offer hand-picked stationery and trending kids’ products. Today, Viaana Kids Store thrives as a treasure trove for children, selling everything from school supplies to popular items like “staleys” and “crocks.” Each product is personally selected, ensuring unique, high-quality items infused with care, living up to their promise that “anything and everything that a kid wants, they will find it right here.”
The Challenge: Earning Trust and Streamlining the Journey
Viaana Kids Store faced a dual challenge: distinguishing their unique, high-quality products from cheaper market imitations and overcoming significant checkout friction. A lengthy manual input process for customer details and frequent OTPs led to frustration. More critically, a surge in fake Cash on Delivery (COD) orders from tech-savvy children resulted in costly refused deliveries, demanding a dedicated person to manually confirm every COD order. Building undeniable customer trust and a truly efficient checkout was paramount.
The Solution: Building Confidence and Crushing Checkout Friction
Viaana Kids Store embraced a suite of strategic features from Magic Checkout by Razorpay, directly tackling their operational hurdles and enhancing customer confidence.
- Login with Razorpay: Implemented Login with Razorpay for fast, OTP-based logins, drastically cutting customer login time and enhancing security for repeat purchases.
- Razorpay Money Back Promise: Integrated Razorpay Money Back Promise to unequivocally demonstrate commitment to quality and build immense trust against competitors.
- Magic Checkout’s Pre-filled Details: Leveraged Magic Checkout to pre-fill contact, shipping, and payment details, making the entire checkout process a breeze and significantly reducing customer effort.
- Custom Delivery Charges: Implemented custom charges based on delivery methods, strategically managing costs and guiding customer payment choices.
- AI-Powered Fake Order Identification: Utilized Magic Checkout’s intelligence to automatically flag suspicious COD orders, saving time, resources, and reducing refused deliveries.
- Strategic COD Charges: Introduced COD charges to deter fake orders, manage logistics, and recover associated costs.
The Tangible Impact of a Modern Solution
The strategic implementation of these features brought about remarkable and measurable improvements for Viaana Kids Store:
- Conversion Rate Boost: A significant 42% improvement in conversion rate, directly resulting from the faster and more secure checkout.
- Reduced RTO: A substantial 36% reduction in Return to Origin (RTO), largely due to better identification of fake orders and strategic COD management.
Nilam Patel’s Endorsement: A Testament to Trust
Unlock Your E-commerce Potential
Viaana Kids Store’s journey shows how Magic Checkout turns trust and seamless experiences into powerful growth. Razorpay’s features offer every business the foundation for competitive e-commerce success.
