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  • Customer returned - opening items and making it difficult for sellers to resell

    General Discussion Created 3 years ago | Updated 3 years ago
  • A
    Atinuke S
    Konga needs to address this issue asap. Customers are opening items on delivery, rejecting and making it difficult for most sellers to re-sell, If an item is being rejected by a customer, it should be returned back in the same state it was sent out, please this is really hurting us. i have 2 orders that was returned to me, opened and i have been unable to sell this item ever since and i have another item worth N47,000 being rejected again, please note if this item is opened for  any reason, i will be rejecting back on delivery and filing a claim because i cant continue being at loss here, Customers need to be educated, they cant walk into a store and ask to open an item that is boxed up before buying, they should have done their research on the item and read the product description ahead. Now that the items are opened ....how do they expect us to turn around and sell it? Konga please revise your return policy, if you order something, you should have an idea of what it looks like, not to send it out and then they tear the original box apart and then return it.
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Comments

  • IE
    Iyere E S
    Posted 3 years ago
    Most return policies state that items cannot be returned if packaging or seal is opened. 
    Konga should educate their delivery people to examine every item to be returned and reject any with broken seals or packaging as the case my be. 
    
    I had an experience where an item was returned and the packaging was destroyed even when it had a resealable flaps. When I called the customer to inquire why, he was so very rude and \i had to tell him off.
    
  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Dear all,
    
    We appreciate all feedback provided and understand how this development may impact your business negatively.
    
    Please note that customers are generally not allowed to open manufacturer's package and/or seal but can open the Konga bag the package comes in. We have also had reports/cases where sellers contact buyers offline and approve for an item's seal to be broken just to allow the buyer confirm the authenticity of such products.  
    
    However, in cases where a seller's products manufacturer's seal/packaging is broken or tampered with, without direct authorization from seller, claims can be filed for such items. Payment will however only be approved after thorough investigation that confirms that K-Express delivery personnel is liable for allowing a buyer break such product's seal and not as a result of previous communication between a seller and a buyer- offline or online. 
    
    I hope this clarifies things. 
  • AO
    Adenike O S
    Posted 3 years ago
    This is very crucial topic that konga management needs to address as a matter of urgency. Customers should not be allowed to tamper with products that are sealed because once seal is broken it is almost impossible for somebody else to buy the item. If a customer does not want a product, he/ she should refrain from breaking the seal and return, I think this should be part of a policy agreement that customers should sign.
  • AO
    Akintunde O B
    Posted 3 years ago
    Hello Atinuke,
    We appreciate your feedback.It will be passed to the relevant units for appropriate action.

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