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  • CURBING INCESSANT CUSTOMER RETURNS

    General Discussion Created 3 years ago | Updated 3 years ago
  • AO
    Adenike O S
    I'll like to add my voice to this very important issue of customer returns. Customers are allowed the free to order items and return if they are unsatisfied with the order,  but Konga needs to ensure that incessant returns are curbed. One sure way (suggestion) will be for:
    
    Customers should be made to pay for the initial cost of delivery for the items ordered, which is fair enough to cover for the shipping out the item; and in the event that a customer rejects the items then the customer should be made to pay the return shipping fees while not being charged for the cost of the item. This works because even in the United States, if you incur initial shipping charges for an item that you favorited and placed an order for, and for some reasons you do not want the items any longer-you are required to pay the return shipping except in some cases where the merchant has included a return label which is very uncommon. COD is not even a very common option in the U.S but once you return the item, you are credited with the cost of the item excluding the shipping fees, and you have to pay for return shipping.
    
    I believe this is a sure way to curb incessant returns by customers.
Discussion has been closed

Comments

  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Dear all,
    
    As we acknowledge that some buyers return items without any valid reason, we have also discovered that some sellers put up inaccurate description of products such that when it is eventually delivered to buyers, these products differ greatly from what the buyer had initially ordered. 
    
    And based on surveys we have conducted with buyers, a lot of returns is not usually as a result on non-interested buyers but as a result of certain items being delivered to buyers from what was initially ordered or what was actually seen on the seller's store page. 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.
  • DA
    Dorcas A B
    Posted 3 years ago
    Also, if konga is ready to curb all this unnecessary returns they need to work with their dispatch riders as well and making sure that their dispatch riders services the same area. 
    I am still so sure that if a customer change their phone no and email address there is limit to the address they can use and a dispatch rider with a good customer service  should know when customers placed order for fun at delivery stage. Dispatch rider should always file a report as well. I can't begin to imagine what some of them use to face with some of this seller. In as much as we need to respect customers, they need to respect the seller too. I am also konga customer and customer to the people I buy my stuff from.
  • DA
    Dorcas A B
    Posted 3 years ago
    Is Konga actually doing anything to all this return? I don't think so cos it's getting worse everyday. Sincerely to me have been thinking coming here to talk does not even change anything. 
    When a customer return anything for no just cause there should be away that particular customer can be filtered.
    Konga should always verify buyers no and email address. I know it's easy to have multiple phone no but if there is a black list of buyers with phone no and email address and if thorough investigation is been done when someone want to open an account comparing no and email address there will be minimal issues here. Except something is really wrong with such people, I don't think some one will continue buying sim card because of buying and returning on konga.
    
    A customer ordered for 2 pairs of shoes from my store, same design but different color which I think is "doable". I called to confirm since I noticed that she has rejected 3 previous orders which is a red flag for me. She ordered on the 23rd of September which was on Wednesday(Thursday 24th and 25th was Muslim sallah) she told me she used her office address which means that even if kpress now has wings they can't even deliver to her then next day she ordered. Also bearing in mind that there is weekend in between. The order got to the customer on Tuesday 29th of September and she rejected it. I saw her on whatzapp and asked her the reason she rejected it and she said because the item was delayed.  I asked her which date would she have think    it's not a delayed date she said last week. 
    
    She immediately removed her pictures from whatzapp, even that to me is a red flag that she has multiple accounts that she uses for this on konga.
    I remember when they order came in and it was during salah and konga have to close early I did everything within my power to make sure we ship and someone sitting somewhere is frustrating my efforts. I thought of calling her and not minding the amount I am going to spend cos I am based in USA but my church mind didn't allow me.
    I took my time to type all this because I know she is going to do same for someone here and I want konga to act when buyers are misbehaving and not only threatening seller for suspension. I pay for all item I shipped to kexpress and all this unnecessary returns is uncalled for.
  • AO
    Akorede O S
    Posted 3 years ago
    Returns is getting to be an issue again,though it has reduced through some efforts Konga team has made.
    But dear victims,
    I can an order that will be return from my first call to the customer to confirm the order,if you are very smart and cautious you will noticed return even before  you ship the order out, and I don't want to authoritatively says cometitive  merchants are behind this returned order because they spy on fast moving products since the number of sold item is now visible,and theyopen differents account and do this evil act.
    I want to implore Konga to empower the delivery men on writing an intelligent report on customers return,sometimes,when I do self fulfilled on some of my order, even before you hand over and the period of checking,you can above average tell end of this.
    Even some orders that customers are told to pay part of the money,they still return with full knowledge that they know they have the right to return.
    
  • VE
    Voke E B
    Posted 3 years ago
    Thank you very much. I just received three returned items and all annoying reasons for return. I just had to put up a post on something similar to this. These orders cost money to ship. Money that is now lost and i dont think its fair at all
  • JB
    JOSEPH B B
    Posted 3 years ago
    Great Idea. @ Adenike, thats exactly what i have been nursing in mind to share. Konga pls look into this as fast as possible. Trust you guys will come out with a beautiful and friendly ideas that will continue to protect both buyers and sellers.
  • OO
    Omolara O Konga Moderator
    Posted 3 years ago
    Hello Adenike,
    Thank you for your suggestion that we implement the cost of returned item on customers who reject orders.
    We are presently looking into this approach and will give updates accordingly.
    
     
    

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