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  • How can I contribute to the minimization of returns on items..

    General Discussion Created 3 years ago | Updated 3 years ago
  • IY
    Idris Y S
    How can I contribute to the minimization of returns on items? ..I will like to know methods,procedures and reactions that can be carried out by a seller to reduce item returns.thanks 
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Comments

  • VE
    Voke E B
    Posted 3 years ago
    What of buyers that just say they dont want the item anymore. Or they are not around? Konga should stop COD dats all. If they buy items online from the US or UK and have already paid, wont they be around to collect them? Wont they wont them? The problem i have with Nigerians is that we know our problem and even the drastic solutions to solve them but fear wont let us. If Konga stops COD, customers will stiil buy things. Its not because its COD that they are ordering stuffs online
  • OO
    Oludotun O B
    Posted 3 years ago
    @Top gammers please send me a mail @ dorth.creations@gmail.com ; let's relate.
    Happy selling
  • TM
    Top Gamers M B
    Posted 3 years ago
    This is really very helpful. I would really like to meet / relate with some of the sellers that dropped comment here... People like Oludotun O and co.
  • OO
    Oludotun O B
    Posted 3 years ago
    1.   First, call the customer and give a full description of your item; without hiding any detail because a number of them just look at pictures and do not check the specifications you have indicated. There are some cases where you receive an order placed few days back today. So, you'll need to ask the buyer when the order was placed and when he/she is expecting it; Some of them might want it at a time which delivery is impossible. e.g you are in Lagos and the Customer placed an item on Tuesday when he/she needs the item on Friday and resides in Portharcourt (with K Express, it might not get to the customer at that time). 
    
     2. Because of the peculiarity of the present seller HQ, you'll need to ask the customer how many items he/she requested for so you can know if the buyer might have to pay for double delivery. Some of them claim not to know this and this has been a reason for most recent returns.
    
    3.  You might need to think of an alternative shipping partner if you are shipping outside your state. A lot of my returns are from orders that took KExpress up to one week to get to the state of delivery not to talk of when the customer would be approached for delivery. For example, I now ship such items with Courier plus and a customer for example received an item on a Wednesday at Yola when I sent from Lagos. 
    
    4.  Meanwhile, there is always an exception to the rule. For example, of the last 8 items i treated this way, I still got a return. But I believe I might have gotten up to 4 if I shipped through KExpress and up to 6 if I don't take the first two precautions.
  • OF
    Ovegho F S
    Posted 3 years ago
    The POD is the major reason behind this unreasonable returns by customers, because they are being begged to buy. If they bear the cost or returning the items which they truly ordered, the return rates will drastically reduced to the barest minimum. Going through some reasons given by some buyers in earlier contributions, it shows that some of them are just clicking the buying button only for them renege on their orders upon seeing that it has been shipped to them.
    
    To me it has turn up to child's play by the buyers who sometimes don't have genuine reasons for rejecting the items. If a buyer truly wanted the item, they won't mind the delay in delivering as he/she will be looking forward to the item he cherishes most.  Same goes with us when expecting our cargoes from China or any other places.
    
    The policy on returns should be critically examined by  Konga team in order not to throw many of us out of business. The buyers should be made to bear the cost of returns. More importantly, payment before delivery is the key or antidote to arresting the incessant return rates. 
    
     
  • A
    Atinuke S
    Posted 3 years ago
    KExpress delivery times plays a major role for most returned items. We keep hearing  "ship in good time", but most of  the times orders are dropped off ontime at the drop off center, some same day as order date only for it to take almost 2 weeks to get to the customer. For example, i currently have 2 orders: ORDER Date: May 10, drop off date May 11, items are still in transit, attempted delivery was made for 1 item on May 21, i contacted the customer to let them know the item was out for delivery, she said she was out of town and wont be back till the following Tuesday. To be fair to the customer, if she chooses to return this item, i wont blame her, look at how long it took to make the first delivery attempt. KExpress should really step up, they should look into providing more realistic tracking updates. For example, when you drop off an item at the drop off center, they should be able to give the customer and shipper and Estimated Delivery Date, then if there is any issues during transit, they can update the dates and the customer would be aware of the new date. if customers know delivery dates ahead of time, they can plan accordingly.
  • AO
    AMAKA O S
    Posted 3 years ago
    I THINK FIRST IS TO CALL THE BUYER BEFORE SHIPPING. SEVERAL ORDERS I CANCELLED ON MY STORE WAS DUE TO CUSTOMER REJECTING AN ORDER EVEN WHEN ITS NOT UP TO 24HRS ORDER WAS PLACE. INFACT IN DECEMBER I CALLED A CUSTOMER IMMEDIATELY AFTER SHE PLACED AN ORDER AND SHE SAID " WELL I THINK ILL JUST BUY IT HERE AT ONITSHA, NO NEED AGAIN" 
    THEN ON ORDERS THAT HAVE ALREADY BEEN DELIVERED, I THINK ITS BEST KONGA SPECIFIES A RETURNS CENTER WHERE SUCH BUYERS WILL HAVE TO GO TO AT THEIR OWN COST PASS THROUGH SOME FORM FILLING PROCESS BEFORE THEY CAN RETURN ANY ORDER. AND MOST IMPORTANTLY SUCH ORDER IS NOT TO BE COLLECTED IF IT HAS BEEN TAMPERED WITH LIK REMOVAL OF LABELS, TEARING OF PACKS ETC. AND SELLERS WITH NO RETURNS POLICY SHOULD BE NOTED  BY KONGA. 
  • OO
    Olaniyi O S
    Posted 3 years ago
    Hello Everyone, 
    
    Concerning the return on items, to me its a norm in this E-Commerce industry as there are no policy against the buyer. We also note that returns is also something you can't shy away from but you can cut it down to the lowest ratio. 
    
    Things to do by cutting down your return rates :
    
    1.  Give the customer a call if he or she knows about the ordered product.
    2. Check what is the purpose or reason of buying the product. 
    3.  Ask the customer is the product description meets their specific needs
    4.  If its a product colour type, try and get the customer to pick a favorite colour. 
    5. Build a relationship with the customer by calling the customer after 24hrs of order.
    6. e.t.c. more and more 
    
    @miBazaar 
     
  • EZ
    Emmanuel Z S
    Posted 3 years ago
    I think one of the major cause of this is with the K-Express delivery time. Most times customers place orders, seller drops of items, but even from the tracking yourself, you can see that an item will take almost 5-7 working days to deliver even within Lagos. Apparently for a customer that wants an item quickly, thats a very long time to wait, so they end up buying the item elsewhere, and by the time K-Express knocks, the customer refuses to pick up or accept again apparently because they already got the items elsewhere, or even do not have the cash again at hand. Hopefully with the new system they are implementing, it will reduce return rates as sellers can do delivery themselves 
  • TF
    Tolulope F S
    Posted 3 years ago
    The simplest and easiest way to minimise returns is to let buyers bear the COST of the return.
    Simple.
    
    I sell fashion items and the returns can be ridiculous at times to say the least.
    
    I once had a buyer who returned two perfect pairs of shoes, this is after I had called her before we dispatched them.
    After we received the return, I put another call to her to find out why she sent them back.
    Guess what she said?
    That she really didn't want the shoes but she just added them so that she will have free shipping.
    
    
    Take a good example of retailers in the UK, a lot of them do FREE returns but then for some retailers, the customer is expected to return them at their own expense.
    
    Introduce this and the unwarranted returns will reduce.
    

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