Discussions | Announcements | Konga Seller Academy | Go back to Konga Mall
  • Rate of returned orders

    Selling on Konga Created 2 years ago | Updated 2 years ago
  • VE
    Voke E B
    I am a seller in Warri and i becoming frustrated with the rate of orders being returned with very annoying reasons. Meanwhile i pay the courier company to ship the orders and when its returned, i dont get my money i use to ship it back, obviously. We have k-express here but they dont ship orders, they only receive. Is it not high time konga stops COD? So when a customer is placing an order, he/she will make sure they are ordering exactly what they want and know they will be around to pick up since they already paid for it. This this is causing lose of money. I dont know if anyone is experiencing this too
Discussion has been closed

Comments

  • tF
    teju F Konga Moderator
    Posted 2 years ago
    Hello Voke,
    
    Thank you for all shared feedback. Buyers who have a high rejection rate are blacklisted from shopping on Konga after a while. However, this is carried out after thorough investigation confirming that rejection of orders are as a result of buyer's choice and not due to seller's product mis-representation.
    
    For more suggestions on how best to reduce returns on Konga Mall, please send us a mail to [email protected]
  • VE
    Voke E B
    Posted 2 years ago
    And by the way, what have you put in place to encourage low returns from buyers? Especially those that reject the orders before even seeing the item.
  • VE
    Voke E B
    Posted 2 years ago
    My complain is not on returned orders that buyers see and reject cos its not what they saw online. I have never had that issue. What i put up is exactly what i have. The issue i have had several times is returns because the buyers keep telling the delivery person they are not around to collect and to come back another day and same thing the next day till its returned. Or they say they have already cancelled the order online and don't want it anymore. Unable to reach buyer, Buyer not picking calls. I once had one returned and the reason the buyer gave is that she ordered alot of things and she expects them to all arrive at once so she wont collect this. Meanwhile, i had clearly told her over the phone when i called to confirm the order before sending that Konga has different sellers on the platform and that the only item she bought from my store is a pair of shoe and i will send that and she accepted. 
    
    Buyers don't even make sure they know their size before placing an order. i had a shoe returned and the reason is that she wants a bigger size. Did she not see the size before she ordered? If she was paying for the order as she is buying it online there and then, she would be cautious and carefully make sure she is ordering her size then if she gets a wrong size due to the seller's error, Konga steps in and investigates and her money can be returned to her and then, the seller knows they lost the shipping fee due to their own fault. After all, all the payment will still go to Konga and not until any transaction is resolved will Konga now release money to whoever.
    
    When you say you " as a growing brand looking to gain its customers' trust for a very long time, it is important...", doesn't mean you wont take drastic measures to curb returns. 
    
    Create a team solely for the purpose of investigating poor transaction query. then create a section on the site for that. If you receive something that's inappropriate or what you didn't order, make a query and the investigation team takes it over. Let there be pictures of the item snapped of proof to show what the error is.
    
    We like to copy the white race and do what they are doing too. But our problem is that we copy half, we don't complete it. What makes them effective and always grow fast in whatever they are doing? If Konga just started this business, its a different thing. Konga should be 3 or 4 years now if am not mistaken. Are they saying those years were not enough to show that they can be trusted? That if POD is eliminated from Konga, customers will refuse and not trust to buy things from the site? 
    
    Yea, maybe, they might turn to only Kaymu or Jumia or whatever but they will always come around especially when the few (loyal customers) who see the effectiveness in the new process (if Konga makes sure its effective).
    
    Remember, the goal is to make both Customers happy and this includes buyers and sellers.
    Yea we know there is competition. But the people who EFFECTIVELY stand out are the ones who eventually draws the most crowd.
    
    NO RISK NO REWARD
  • tF
    teju F Konga Moderator
    Posted 2 years ago
    Hello Voke,
    
    Currently, Konga offers POD nationwide. And while we encourage our sellers to offer POD to their buyers, you also have the option of not offering POD by turning off delivery to the states you don't want to offer this service. We have furthermore discovered that some sellers put up inaccurate description of products such that when it is delivered to buyers, these products differ greatly from what the buyer had initially ordered. 
    
    And based on surveys we have conducted, a lot of returns is not usually as a result on non-interested buyers but as a result of different item being delivered from what was initially ordered. We have however put in place processes to encourage low returns from buyers and also educating our sellers to put up the right description, right product image and ship exactly what was ordered by their buyers. 
    
    Physical shopping also differs greatly from online shopping and the issue of trust is still an underlying factor in making online purchases in Nigeria and as a growing brand looking to gain its customers' trust for a very long time, it is important that we acknowledge this factor and accommodate POD while we seek better ways to discourage high returns from buyers.
    
    We encourage our sellers to also do same.
    
    Thank you.

Howdy, Stranger!

It looks like you're new here. If you want to get involved, login with your konga credentials!

People in Conversation