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  • Improve Your Delivery Rate to Increase Your Sales!

    Selling on Konga Created 3 years ago | Updated 3 years ago
  • tF
    teju F Konga Moderator
    Dear Sellers,
    Konga is introducing a new visibility metric that will favor efficient and disciplined sellers who consistently maintain high levels of order delivery and customer service.  Effective immediately, search results on Konga Mall will prioritize sellers with higher delivery rates. 
    What Does This Mean For You as a Seller?
    1) Products listed by sellers with higher delivery and customer service would appear ahead of other products in search results
    2) This means that higher delivery rate of orders will translate to higher sales as your products will become more visible on Konga’s search pages.
    3) Your delivery rating performance is calculated based on the total number of orders you have successfully delivered to customers as a function of total orders you have received on your store in a lifetime. Returned orders successfully delivered to buyers but rejected will still be counted as successful. 
    Ultimately, we expect overall customer satisfaction to improve as more customers would be ordering from only the most efficient sellers. We therefore encourage you to step up on your delivery efficiency as we work to build Nigeria’s strongest and most reliable eCommerce business together.
    Happy selling!


  • A
    Atinuke S
    Posted 3 years ago
    @ DorcAs.... It is beyond frustration and the sad pArt is the issue is being swept under the rug.. KongA is not being transpArent with us. I have 2 orders that was held at KEX lekki after several email and calls it was placed on arbitration for delayed delivery and later on hold. Until it was rejected by the customer after 13 days in transit... I started a thread asking what was going on at the lekki outlet, the discussion was closed . And later an announcement was made acknowledging issues at this office, my question why continue to accept shipment to this office knowing their are issues, give us alternative A lot of us are stuck with KEX for delivery because of POD which is not fair the only person benefiting from this platform is the buyer. Sellers on the other hand are suffering from the hands of unserious buyers and deliveries issues from KEX.
  • DA
    Dorcas A B
    Posted 3 years ago
    Konga what do we say about an order that was sent to KEx 2nd of June and was at KEx lekki since 5th of June till now.
    I sent series of mails concerning this order but there was no response until i have to call and i was told that they called the customer yesterday which was 17th of June that she is no longer interested.
    That was a Lagos order taking 15 good days.
    It is really so frustrating
  • Ebere O B
    Posted 3 years ago
    Hello All,
    Thank you for your feedback and suggestions, we are looking into improvement of all our delivery services. 
    These changes have now been implemented, positive changes should be noticed on your stores in the shortest possible time.
    For all queries and complaints please send an email to  mall@konga.com for a swift resolution.
  • as
    adedotun s B
    Posted 3 years ago
    Why will someone level of sales depend on a parameter which is beyond is control?
    At this point K-express return rate is at the highest have seen since i joined Konga, do you know that with the way delivery rate will be calculated, orders cancelled by customer will be affecting the delivery rate .
    A store health index would be better, it will calculate the average time of accepting orders and the average time of dropping off ..... this two parameter are within the merchants control. Delivery at this point is totally out of the Merchants control, last i checked Konga Delivery rate is 84%, mine is 82% both are above the Industry Average so i think am in good standing.       
  • A
    Atinuke S
    Posted 3 years ago
    I find this post very interesting but in order for this to be effective we need to address the issues of delayed deliveries through Konga express, if we tell a customer an order will arrive within 1-10days then we should be holding up to this as this is crucial to increasing sales, returned orders due to delayed deliveries reduce sales so if I make 2 sales in a month and both were returned due  to delayed delivery how is that increasing my sales for that month...pls address the issue with KExpress and I am sure that alone will increase sales on it own. Pls don't sweep the main issue under the rug..."returned orders that were successfully delivered to buyer will be counted as successful" how is this successful in the case of a delayed delivery. Imagine a delivery within lagos ...surulere to lekki taking over 10days and customer has still not received the order. Like someone already said on this thread earlier getting sales/orders is not my problem...it is the delayed deliveries that later turns into a returned item is the major setback here. Please don't delete my comment but address immediately.
  • JO
    Juliet O S
    Posted 3 years ago
    Talking about Improving our Delivery Rates to Increase our Sales. The fact is this Konga, I am very sure 80% of us sellers do ship out our orders within 24hrs of the order coming in. Problem is K Express is way too slow in delivery of our products. 
    Instances where products get to customers after about 18 days (May 25th - June 11th) is completely unacceptable. Ofcourse the products end up being rejected because they are of no more use to the customer. 
    Konga needs to think hard of a way out because the volume of returns we are encourtering due to delayed delivery is enormous. 
    2 options can readily come to mind:-
    1) Konga should have a check mate and a penalty for the franchises of K Express to ensure prompt delivery.
    2) Konga should start the pre-paid system which will in turn allow sellers ship through other means comfortably and enable the customers receive their products with much faster speed.
    The fact remains that no matter how much we try to advertise, the best tool of advertisement is an efficient service which is prompt delivery. That certainly will become a selling point for konga and win much more satisfied customers to konga.
  • IO
    Iheoma O S
    Posted 3 years ago
    I am tempering my language because I am still smarting from the number of returns (based on email notifications) we received this evening. 
    Basically, 70% of the orders we had delivered in the last three weeks were returned or rather we got notifications that they were returned by the customer. We sent someone to pick them up and konga cannot  find them. So where are the products. 
    So in effect, we have not been paid, items have not be delivered and nobody has items. 
    Then this email comes asking us to work on our deliveries and rating performance.
    Orders are not my problem, getting K-express to deliver to our customers is a major problem for me. Ensuring I get paid and my stock has not disappeared into a black hole is a major concern. 
    Despite several emails to our merchant services officer has not got a response from anyone. 
    I am so irritated and angry because KONGA is constantly changing the goal posts and not making sure that it is able to satisfy us the sellers. How can it be that 70% of our orders were returned? How! What it tells me is that the dispatch rider is not phoning the customer or notifying the customer that they have a delivery. 
    I would like to think that this is not deleted and that I get a response from someone. 
  • B
    Bridget S
    Posted 3 years ago
    This is interesting! Is it effective immediately?
  • in
    ijeoma n B
    Posted 3 years ago
    This is a good one. But we still appeal that delivery time especially within lagos be improved. 
  • CJ
    Chidozie J S
    Posted 3 years ago
    Good one but hope that you'd factor in the lapses and failed deliveries we experience by using kexpress
    for instance I have 6 orders I shipped within 24hrs in Lagos it has been on hold at lekki kexpress since 6th of june
    when the customer rejects it you'd then rate me low for unsuccessful delivery
    as much as I like this idea,  Konga should work on kexpress delivery efficiency 
    don't mention self fulfil because the idea of using other courier service isn't even working well since we're restricted to PoD on the platform 

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