How Flipkart delivery agents game a lazy OTP design

How Flipkart Delivery Agents are scamming Flipkart thanks to Lazy Product Design!

Recently, a #Flipkart delivery executive came to deliver an order.
No one was home.
To reschedule the delivery, he simply asked for the last four digits of the registered mobile number.
The moment they were shared...
The order got cancelled.
Not rescheduled.
Cancelled.

Let's pause for a second.
Since when did the last four digits of a phone number become an #OTP?
It's literally printed everywhere.
The security guard knows it.
Once the delivery agent knows it, it can keep cancelling future deliveries at Will!

Yet somehow, a Flipkart Product Manager thought this was good enough to authenticate a cancellation.
Brilliant.

Now imagine the incentives.
If a delivery executive wants to avoid a difficult delivery...
Or simply finish the route faster...
How hard is it to ask:
"Sir, last four digits please. Just for verification."
Most customers will happily share them.
Because nobody expects verification to actually mean cancellation!

Wonder who signed off on this product design?
At a company processing millions of orders every month...
Someone looked at this flow and said:
"Yes, this is secure enough."
No dynamic OTP.
No confirmation inside the app.
No "Are you sure?" prompt.
Just four digits... and goodbye order.

In the process, the agent made money, while the biggest loser is Flipkart! The lost commissions on the sale had to pay the agent as well as for reverse logistics, and worse, an angry customer!

Has this happened to you?
Or have you come across similar product design decisions that made you wonder, "How did this ever get approved?"

#OnlineShopping #CustomerExperience Walmart Kalyan Krishnamurthy Suresh John