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  • RE - Update on Changes to the New SellerHQ

    General Discussion Created 3 years ago | Updated 3 years ago
  • Dumebi O Dumebi O S
    For someone who was silent on the Forum hitherto I have over-talked since Monday. It is well; this truly is a test in my belief in constructive feedback. I will try my best not to cross-post.
    
    Konga, you guys really, really, really need to stop treating buyers with kid-gloves! 
    
    We sellers are your customers too! And you really, really, really need to look after us...better than you're presently doing. (Let me not even bring up the point that with all the ills of the old SHQ, not once did I hear that Konga offered compensation at the loss of a sale due to late delivery! Not once did I hear that Konga forfeited their commission to pacify a merchant! Let me not even bring up the multitudinous late and still pending pay-outs! Compensation anybody?!)
    
    Both buyers and sellers are necessary to your survival, you can't have one without the other; we need to meet half way. At the moment you're insisting, demanding that we merchants go all the way and you're not even giving us an option to object. 
    Well our only objection will be to leave the platform entirely. But first, for me personally anyway, let me exhaust all alternatives...
    
    I write in response to this announcement - http://community.konga.com/thread/update-on-changes-to-the-new-sellerhq
    I tried commenting directly but it appears comments on announcements are not possible.
    
    We didn't and haven't accepted the changes made to SHQ, it was mandatory. Even the updates seem to be continuing along the lines of restraint rather than the freedom we were told to expect.
    
    I am yet to see how any aspect of the new SHQ, in it's present form and with its present restrictions, stands to benefit the merchant.
    
    Thank you for points 2-4 of the announcement, they're neither here nor there.
    
    Point 1 - I don't think I'll be wrong in saying that most merchants are in favour of PoD but only where it's administered fairly and for the benefit of all parties involved. You say 'the absence of PoD discourages buyers'. I say, "the presence of PoD without a safety net discourages sellers". 
    
    It is wrong, I repeat, wrong of Konga to make PoD compulsory for every single merchant and not allow us protect ourselves in some way by asking for the bare minimum from buyers - a call out fee aka a non-refundable paid up front shipping cost. That is the closest to a win-win situation for both parties. You cannot and should not demand us to offer PoD and then to also shoulder the risks involved not to mention the burden of an upfront pay-out which even K-Express will demand from the 15th of May.
     
    But I am in danger of cross-posting so pretty please consider this thread - http://community.konga.com/thread/all-you-need-to-know-about-the-new-sellerhq-self-fulfil
    
    Point 5 - easy enough to suggest but some of our capital will be tied up in funding upfront delivery costs. 
    Plus it's not that easy to do. Where possible, yes. But what if my niche is bags and bags alone? Bags of all colours, shapes and sizes; a collection of bags like you'll find nowhere else. What if that's the goal I always had and I'm working towards? What if diversifying will actually be detrimental as opposed to beneficial? Did I mention World Bank or some other private investor(s) are the source of all start-up business capital?
    
    We sellers are learning and adapting to e-commerce and it's challenges in a market like Nigeria. For many of us it has been a "steep" learning curve and we've had to adapt pretty quickly. So also let buyers learn and adapt to e-commerce and it's challenges. Do not give them an unsustainable false sense of how e-commerce works! The word 'market' is definitive whether offline or online. Do not create a false reality.
    
    This is a liminal moment/space. A precedent setting opportunity. And in my humble opinion you guys are making some seriously wrong calls which will have reverberating implications.
    
    Why I am carrying this thing on my head like it's my father that started Konga, I don't know. I'm not even a shareholder if Konga has shares. I can really do without this headache right now. But for some reason, here I am!

Comments

  • TO
    Tolulope O S
    Posted 3 years ago
    Thanks for the update Dumebi. So sad that I missed the Google hangout, Internet service was a b**** at that time.
    
    Really, the key to anything in life is patience. One just needs to sit back and watch things play out and then you make a move. The self fulfil is a fantastic idea that anyone who wants to grow their retail business would love and appreciate. 
    
    Of course it is K-Express all the way for me, nobody does it better as far as POD is concerned and they have their roots in Konga so they understand these challenges.
    Courier plus... no comment.
    
    I hit that patience button since Monday, ima join you and hit it again.
    Cheers and have a great weekend everyone.
  • Dumebi O S
    Posted 3 years ago
    @Grace and Seun and everyone else - my outlook has changed since Bret and the rest of the Konga team have been a lot more open with their communication about some of the behind the scenes challenges being faced. 
    
    Until the right infrastructure is in place to safeguard "both" sellers and buyer, PoD as we currently know it remains. It's not a choice, it's a necessity; a necessary evil even.
    
    Yes we all use POS but it's not that cut and dry. Kunle explained a bit more during the recent Google Hangout Chat. 
    
    Bret's response in this thread also touches on some of the challenges - http://community.konga.com/thread/important-read-behind-the-scenes-in-the-marketplace
    
    I cannot self-deliver neither can I afford the risk of paying shipping cost upfront so I've 'chosen' to keep using K-Express until further notice. K-Express are the only courier company who will not charge for unsuccessful deliveries. A decision I believe they've made to bridge the gap for us sellers who were asking for a safety net.
    
    For a courier service so young, K-Express are trying, warts and all. They're offering us merchants a service no other courier service is willing to.
    
    And no I'm not changing my tune just because - I'm still waiting for returns from December and I will still be emailing mall@konga for updates. 
    
    Like I said, the picture changes when more pieces of the puzzle are revealed. 
    Time to delay some personal plans I had for Self-Fulfil and reset the patience button :-)
  • GO
    Grace O S
    Posted 3 years ago
    I agree with you, POD is not the only means available but preferable to konga. I know that knoga will pay more for the platform if they introduce an online payment method. I don't know why its so difficult for them to accept visa, master or verve ATM cards etc. Afterall we all use POS . The buyers don't have any form of commitment that's why they are never there when deliveries are being made. They should be made to commit to their order one way or the other and returns will reduce. Thank you.
  • Kunle O S
    Posted 3 years ago
    Seun, we understand your displeasure.  That's why we launched Self-Fulfill.  You do NOT have to use KExpress.  Please use any Courier Service of your liking to fulfill your orders.  You are NOT compelled to use PoD.  If you don't want to accept PoD, then don't ship to that state.  We have some platform issues which is why you are still seeing only the KExpress rates.  The plaform will stabilize soon and you'll be able to see your rates reflected on the website.  
    
    It is okay to be displeased, angry and disappointed, but are our services truly the poorest and the worst you have ever come across?  Please give credit where credit is due.  We have created a platform that allows Sellers to make money from anywhere in the country.  We created a logistics company that delivers that vast majority of packages shopped through it.  All in a few short years.  
    
    Please be patient.  The platform will stabilize soon.
  • SS
    Seun S S
    Posted 3 years ago
    @ Ettah, Dumebi and others you all have spoken so well.
    
    Now to you Ebere and colleagues in Konga reading this. I greet you all well done!
    
    However, I must say that your services seems the poorest and worst i have ever come across. 
    *Why must I be compelled to offer POD?
    *Why must I set my rates despite that all i see is your Kexpress rate?
    *Why will i have an order i dispatch immediately and it takes you 1 week or more to fulfill even within Lagos??
    *Why will my store be suspended when most times i place calls to buyers to confirm and they do not pick then 24hours after its cancelled automatically then i see an annoying and rude warning mail?
    * When i call some buyers next is to speak hausa or some language i cannot comprehend and in such cases i have no choice than to cancel yet you people assume i cancel just without reasons
    * When mails are sent to mall or help@konga.com on issues experienced you never respond!!!
    * Even the DHL rates you put up on your sites has no zone legends. How is zone 1 different from 2 or 3 or 4? You have nothing to distinguish.
    * To make matters worse DHL confirmed to me that the rates you put aren't the final agreed with Konga. They told me they are yet to finalise with Konga on how they will charge for returns.
    * Somebody please take a look at Courier plus rates...................its all blank!!!
    
    Please i cannot stand kexpress's delays any further because its the greatest source of our items being returned. Imagine even in Lagos their delays lead to most returns.
    
    I cannot count how many times i have had to call Buyers to plead with them to exercise patience when the call telling me they will spend the money Oooo since I (Konga) is delaying.
    
    
    in short i am very displeased, angry and disappointed in Konga.....period
    
  • Ebere O B
    Posted 3 years ago
    Hello Chidozie,
    Please click here for more information on POD http://community.konga.com/thread/update-on-changes-to-the-new-sellerhq
    As regards returns due to uninterested buyers,Be informed that Sellers can fulfill orders in states of their choice and also the buyer profile helps you determine the buyers interest before orders are shipped out.
    This way the returns are reduced. 
  • M
    Modupe S
    Posted 3 years ago
    @Chidozie I am with you a 100%
  • CJ
    Chidozie J S
    Posted 3 years ago
    Konga these pod won't help anyone here.  the reason kexpress is running loss like one of the moderators posted is due to this POD thing. buyers have nothing to lose they just order and it's shipped they can as well turn down the product they're just playing with the system.  please I know many merchants too would be thinking in the same line scrap this POD or at least allow buyers pay for shipping first
    stop evading this one issue we've been raising and attend to it. 
    
  • Ebere O B
    Posted 3 years ago
    Hello Adegboyega, You can ship your POD orders through courier services that accept POD . 
    (courier plus)
    Kindly click here for more information http://community.konga.com/thread/all-your-questions-answered-about-k-express-other-shipping-carriers
  • Adegboyega A B
    Posted 3 years ago
    There is something I will like to draw the attention of the konga team to. You said only POD is feasible for now but remember that DHL, EMS and other courier companies that you are encouraging us to be using will not accept payment for goods. If I am wrong, please correct me

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