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  • Mails on Store Suspension if accepted orders are not shipped in 48hrs

    Store Management Created 3 years ago | Updated 3 years ago
  • BA
    Bethel A S
    I got a mail today saying that my store would be suspended if I don't ship accepted orders within 48hrs, that's great but I have 3 questions which I want answers to:                                      1- I usually confirm my orders by calling the buyer and checking  whether the address is complete even before I accept new orders and after that is done, I accept and ship, but in some cases after I must have accepted the order, d buyer calls back to say she will like to get the order in about 2days time and that after that time, they  won't be needing it again and I know its not possible depending on the location and I tell the buyer straight up to cancel cos it can't get to her at that time, most of them don't cancel the orders and I dnt bother shipping it either to avoid returns, in this kind of situation, why should my store be suspended?     
                                                            2- In cases where I have mistakenly accepted the order before checking the buyer's details just to find out that the address is incomplete e.g a buyer put her address as Maraba, Nassarawa state only, no street, no house number, no landmark and I eventually called and pointed it out to the customer asking that she cancels and reorders with a complete address and the buyer doesn't cancel and I didn't ship it either because from past experiences, such items were always returned to me, so why should my store be suspended?       3- in cases where I have already accepted an order before trying to call the buyer to verify and the phone number isn't complete with one digit missing or the number is switched off after I have called everyday for 3days and I know that such orders would never be delivered because the dispatch must need the phone number b4 it can be delivered and I dnt bother shipping such items, why should my store be suspeded? Please anyone with answers, reply ASAP, thanks    
                                             

Comments

  • AA
    Ayodeji A S
    Posted 3 years ago
    @Ebere O we also have the same issue now,a customer we called about her order decided she would not need the order anymore after we accepted her order. the seller HQ nos are saying switched off today,what do we do?also we accepted orders but we cannot drop off until monday due to elections tomorrow,i hope konga is not going to penalize us or deduct points from our store for this?
  • Ebere O B
    Posted 3 years ago
    Hello Bethel, We have put all these into consideration, in the new self fulfill world there is quota for the amount of order cancelled before a store can be suspended.
    Also, in these circumstances feel free to send an email or contact our helpline with such requests stating the customer's reason for cancellation.
    
    
  • Tersoo A S
    Posted 3 years ago
    Ok then. They have technical issues all the time. I wonder why none of the moderator is in on this thread though!
  • BA
    Bethel A S
    Posted 3 years ago
    @Nosiru, yesssoo, she was the same person that sent me the mail and I responded with my questions but she hasn't replied yet
  • BA
    Bethel A S
    Posted 3 years ago
    This policy according to the mail I got applies to orders that have already been accepted not new orders which we know gets cancelled after 48hrs by Konga if not accepted and when you go to accepted orders, there is not cancel option only the talk to buyer options that aside even when I want to cancel a new order, I see those options, and I always want to use option 4 which is to explain reason, but I never see the box to type in my response.
  • NA
    NOSIRU A S
    Posted 3 years ago
    Hello All, I have asked the same question from Faith Musa that sent me the mail and I copied mall and marketplace. Still awaiting there responses. 
  • Tersoo A S
    Posted 3 years ago
    I guess what you can do is reject/cancel the order from your sellerhq platform and not via the email button. This is because when you use the SHQ platform, you are asked the reason for cancellation which are:
    
    1. Out Of Stock
    2. Buyer Not Serious
    3. .............(I can't recall)
    4. Other(with this option, you are given the opportunity to give a detailed but brief reason for cancellation)
    
    That's what I do and my store rating's still 100% after 4 jewells(over 50 orders).
    This should help. Any other person can chip in as well.

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