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  • Arbitration

    General Discussion Created 3 years ago | Updated 3 years ago
  • AA
    Ailen A B
    Can you kindly explain to us how arbitration works? 

Comments

  • OO
    Opeyemi O S
    Posted 3 years ago
    Ebere,
    I beg to differ on this arbitration issue.
    If Konga can notify us merchants when we have a new order, I see no reason why a merchant cannot get a phone call on such a sensitive issue. You don't just fix deadlines on arbitration issues, you resolve them!
    
    The essence of the clarification is for both parties to come to terms of agreement; but Konga - using this your suggestion - proves to be one-sided and seems not to want the sale to go through any further.
    My position on this is that Konga should be the one to "quickly" notify the merchant by a call from a CRM expert within the Konga Team..
    
    Please merchants, add your voice.
    Thank you.
    
  • Ebere O B
    Posted 3 years ago
    @Ailen, In the coming Self fulfill system, Queries will be treated on an item level as opposed to an order level.
    
    A Merchant is notified once a customer makes a complaint, The Mediator is to step in after the 48hrs elapses , and the merchant is yet to give a resolution to the query. I hope you find this helpful.
    
    As always, We thank you for your Feedback.
    
    
  • AA
    Ailen A B
    Posted 3 years ago
    Hi Ebere, 
    Thank you for this clarification. Now this is the scenario. A buyer orders for two items or more and pays. The buyer complains about one of the items and the entire items are thrown into arbitration by customer service without even listening to the side of the merchant. Even things as little as a buyer not knowing how to properly put on his device. Can we like listen to both parties be such an action is taken. Doing this obviously increases payout time which i feel is unfair to the merchant.
  • Ebere O B
    Posted 3 years ago
    Hello Ailen,  When a customer makes a complaint about an item purchased from you, the order is put on hold and you have 24-48 hours to resolve a query that has been reported to you. If a resolution is not met within 48 hours, a mediator (konga) would step in for a binding decision.

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