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  • Decision to Accept or Reject an order

    General Discussion Created 3 years ago | Updated 3 years ago
  • BA
    Beauty A S
    I'm new to Konga and trying to upload a few items, I just received an order. I'm not worried about customer satisfaction because I know how good my item is but I'm weary of unserious buyers. I understand that even when I say I don't accept returns customers can still refuse to pay and accept items.
     This particular buyer has ordered 49 items from Konga ytd but has only accepted and paid for 18. That means they have rejected 31 items which is rather high. I don't want to pay to send an item to Calabar for someone who just wants to see.
    I contacted customer asking for measurements so il be sure they will fit into what they are asking to buy. 
    My main question is: if I decide to NOT sell for this customer by rejecting the order... Is there a penalty for that? 
    It's my item, I should have a right to decide who I sell for right? 
    Trying to figure out how this works.
Discussion has been closed

Comments

  • Ebere O B
    Posted 3 years ago
    @Oluwatosin, 
    Our sincere apologies for all inconvenience this has caused your business, as discussed. We working on an airtight order cancellation process to ensure this doesn't repeat itself. Thank you for your understanding.
  • OL
    Oluwatosin L S
    Posted 3 years ago
    @Ebere. I'm sorry but your response still does not help me. I was unable to reach a customer who had no address. Eventually Konga reached him and he said he no longer wanted that colour. Konga cancelled the order. Strike one against me. I reached another one who denied making the order. Konga reached out to him and same thing. So Konga cancelled the order. Strike two against me. A third customer ordered and within 2 to 3 hours cancelled the order. Strike Three against me. My Store ratings went from A1 to C6. A fourth order had the wrong price. Though escalated to Konga so that we could know whether to ship or not, the time passed without feedback from Konga and the order auto cancelled. Store suspended. Store reinstated when i complained and upon being reinstated we dropped further to E! Okayyyy. Fifth Order - the customer assured us that she wanted the bag. We shipped all the way to Port Harcourt and after rescheduling twice, she says she changed her mind about the colour. Seeing as there was no way to mark the order returned on my portal, i sent the order number and reasons to Konga to get it marked returned. Instead it was cancelled by Konga. Store suspended again. Again, I complain and the store is back on. The most recent order was placed on Wednesday, shipped same day and now rejected by buyer. We keep on calling and all that. Now, I will end up with one more cancellation and a suspension and don't even let us talk about store ratings.
    
    My question is this - What did i do wrong and what more should i have done or need to do?
  • Ebere O B
    Posted 3 years ago
    @Oluwatosin,  
    The Buyer ratings are available to give you a history of the buyer's transactions on the platform, this will help you know if the buyer is serious with carrying on with the transaction.
     We urge you to call your buyers to confirm interest  irrespective of the buyers ratings, as the cause of cancellation could vary. 
    
    If you choose to reject an order, please send an email to ordercontinuity@konga.com stating the reasons for rejection.
  • OL
    Oluwatosin L S
    Posted 3 years ago
    I was just about to start a conversation when i saw this thread. I am really struggling to understand why my seller ratings should drop because buyers refuse to give a delivery address or answer their phones, those who do say they didn't make the order or those who say to me ship the item, refuse to accept it because they have changed their minds. And all these at my expense. My store has been suspended twice because of this trend and another refusal to accept delivery this morning. So when that order too is cancelled, i get suspended again abi?
    
    Konga, please educate me. What am i supposed to be doing differently? You said try free shipping, your orders will go up by 300%. I have five orders in two months. All unsuccessful. You said call the customer. We have spent money doing that over and over again. Every time i ship an order, i incur costs both for shipping and returns. And the buyers continue to play games. Something will have to give as what i am doing on my Konga store right now does not make good business sense.
    
    Why on earth do you give me buyer ratings on an order, if i am not allowed to make an informed decision on those ratings without getting suspended?
  • AO
    Akorede O S
    Posted 3 years ago
    See
  • AO
    Akorede O S
    Posted 3 years ago
    I won't say a word than this pictures
  • A
    Atinuke S
    Posted 3 years ago
    Not acceptable at all
  • A
    Atinuke S
    Posted 3 years ago
    @teju - if a seller decides to reject an order due to buyer history I don't think it is fair to penalize the seller, with the current Return rate. Konga publishes those metrics to sellers to use... I currently have an order for an item worth 25,000... For the billing and shipping address customer listed "Lagos, lagos" with no buying history., all effort to contact this customer has been in vain...so if I decide to cancel this order I will be penalized. I don't think order will incomplete address should be sent to sellers, this type of orders should be automatically cancelled by konga....I mean this order has no street name, house number, city just lagos... Why should I be wasting my time trying to reach the customer when I have evidence in front of me that the buyer is not serious.
  • tF
    teju F Konga Moderator
    Posted 3 years ago
    Hello Beauty,
    
    We encourage you to contact your buyer and confirm their interest for the item.
    
    Certain factors could have led to order cancellation- out of stock items, wrong size delivery etc.
    
    You can however choose to reject an order. This will count against your store performance. Kindly reach out to your buyer and confirm whether to ship. To cancel any order, please send a mail to ordercontinuity@konga.com

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