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  • Noticed problems after the upgrade (Arbitration Issues)

    Shipping and Delivery Created 3 years ago | Updated 3 years ago
  • NO
    Noah O S
    I am experiencing some problems in new platform which needs to be addressed.
    
    I was reading this forum to understand the meaning of arbitration and I found out that;
    
    “Shipped orders placed under arbitration mean orders that buyers have expressed complaints about after receiving delivery of said items”  
    
    Presently, I have two orders on my store placed on arbitration.
    
    The first order, the customer received the product and already using it. When I found out that it was placed on arbitration, I called customer and he claimed that he did not complain or place any arbitration on the said product. How then can a product not complained of or placed under arbitration by customer go on arbitration by itself?
    
    On the second order, the customer who purchased it said he has not received the product. He chats me every other day to know progress of delivery. How then can a product go into arbitration when customer has not even received it? 
    
    These are questions begging for answers. Could this be happening as a result of the upgrade? am i the only one experiencing this?
    
    It’s been several days since this issue was reported (to Konga Mall) and has not been resolved yet. The worst thing is that they do not respond when I send them mails regarding this issue. Is this team overwhelmed?
    
    Please do something about this. The products involved are a lot of money and it’s frustrating when no one is responding to these issues.
    
    Regards

Comments

  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Hello Afolabi,
    
    Please be informed that your order status can only be updated from arbitration to "returned" once you have confirmed that item has been returned to you. 
    
    Cause of delay in return will however be investigated accordingly. Once your item has been returned to you in the cause of our investigation, kindly send a mail to [email protected] confirming that you have received your item and order status will be updated accordingly.
  • AP
    Afolabi P B
    Posted 3 years ago
    Hello Moderator, Please this your arbitration whatever is something else, for more than 2 months now i have a order marked as arbitration meanwhile the issue is , the buyer got confused when picking size, the item was delivered and the buyer already paid before she noticed and contacted me, meanwhile i was contact by one of konga worker to confirm the complaint made by the seller and i instructed them to refund the buyer since i didn't have the size she requested after, and still till now i the item hasn't been returned. I think this is getting out of hand, coz i believe this has already been solved when i instructed them to refund her money and which was deducted from my escrow account, so i see no point where by my item will be placed on arbitration. I need clarification on this.
    
    Thanks
  • AO
    Akorede O S
    Posted 3 years ago
    Hmmm,,I thaught this happening to me alone,I am currently experiencing your second ordeal,but konga team ,how can we ask a customer whom we have charged 1,500 for delivery of a package of less then 500g just to ile-ife to come and meet us somewhere before he can get his package??? The furious part of it now ,is customer has not received the package but the order has been marked as arbitration,after I spoke with the buyer,I quickly ran to my dictionary to recheck meaning of arbitration but to my surprise I just don't know what to say again.
    I have decided I won't call nor mail mall anymore because I spent 30minutes on call with Benedicta on monday and lo and behold all I discussed till today,nothing has been done on it!
    I just called another buyer now,which is order has been marked as delivery rescheduled by customer,I called him to know his mind,but to my surprise he said he customer care y'day to report the case and till this morning again the order is marked a delivery rescheduled by customer,can you imagine,????the customer they have never get in touch with?
    I have said it severally,this delivery men are jeopardizing out efforts but nothing seems can be done on it!
    The joy is not just getting alert for order,but its fulfillment .
  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Hello Noah,
    
    We will investigate the cause of arbitration status on these orders and you will be contacted with a follow-up update once completed.   

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