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  • Does Cancellation of Orders Requested by a Buyer lead to Store Suspension?

    Selling on Konga Created 3 years ago | Updated 3 years ago
  • MO
    Maureen O B
    I have received several orders from customers, especially after the launch of Self Fulfilment, which upon speaking with same buyers, they request my assistance to cancel the order (due to a replicated order, delivery rates, change of mind or whatever reason). Some of them pointed out that they are unable to initiate a cancellation at their end. 
    Konga's policy states that if a seller cancels 3 out of his last 20 orders, the seller's store would be suspended. Because of this, i have allowed these new orders which require cancellation time out and cancel itself just so that it wouldn't read that i cancelled them. 
    Now my question is this, if i do cancel the orders as requested by these buyers and include the reasons (i currently have 5 in this category), would this lead to a suspension of my store? 


  • Ebere O B
    Posted 3 years ago
    Hello Tolulope,
    Please note that you can still send cancellation requests to mall@konga.com, however customers have been empowered to cancel their orders themselves as long as the order has not been shipped.
  • TO
    Tolulope O S
    Posted 3 years ago
    Hi Kunle,
    I have made calls and sent a mail for order cancellation based on customer's request in the past week. 
    Below is the response received,
    "Dear ********,
    Thank you for contacting Konga mall.
    Kindly be informed that the order has been cancelled as requested.
    Please note that you will be required to tell the customers to cancel the orders themselves subsequently or you reject the orders.
    We hope this clarifies your inquiry.
    For further clarifications, please reply this mail or call our help line on 01-4605555 / 08094605555.
    Thank you so much for choosing to sell on Konga mall.
    Yours sincerely,"
    When I called in for a separate order that needed to be cancelled, the service personnel also told me to explain to the customer how that is done.
    What I got from both responses is that we should no longer mail cancellation requests to mall@konga.com but you are saying we still should.
    Kindly clarify.
  • MO
    Maureen O B
    Posted 3 years ago
    Thanks kunle for the response. I'll send a mail to that regards.
    I do hope fervently that a better and more flexible service rule is put in place. 
  • Kunle O S
    Posted 3 years ago
    @Maureen, it's best for customers to contact Konga directly to cancel the orders.  The next best solution is to send the affected Order numbers to mall@konga.com with reasons for cancellation.  Our Helpdesk will confirm with the customer before cancelling the orders.  
    We are constantly reviewing our Quality of Service rules.  We will take your comments into consideration.

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