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  • Introducing the Customer Modeling Programme to Encourage Serious Purchases.

    General Discussion Created 3 years ago | Updated 3 years ago
  • Ebere O Ebere O B
    Dear Sellers,
    ​
    We recognize that our position as Nigeria's largest online mall is because of the support we have enjoyed from you and our customers over the years. For this, we are immensely grateful. 
    
    As we continue to grow and perfect our processes, we want our entire community of buyers and sellers to feel the warmth of a trusted and secure environment. We all have a role to play in keeping Konga the safest and most rewarding online experience in Nigeria.
    
    To further maintain the credibility of the marketplace, we are proud to announce the implementation of our Customer Modelling Programme effective immediately. This programme is designed to differentiate model customers from non-model customers. 
    
    MODEL CUSTOMERS: 
    1) Use the information available on the platform (Product Review, Seller Ratings) to make informed decisions before purchasing items.
    2) Are willing and able to communicate with the sellers and delivery companies to ensure fast order processing and delivery.
    3) Are available at the agreed time and location to receive and pay for orders.
    4) Are quick to confirm delivery has taken place and write reviews
    5) Engage the customer care channels with genuine complaints
    
    NON-MODEL CUSTOMERS: 
    1) Place orders with no real intention of paying or keeping these goods.
    2) Ignore seller communications, do not pick up calls from delivery companies or sellers, and generally do not communicate.
    3) Deliberately make it difficult to complete the delivery, by changing times and locations or not providing proper/ adequate delivery information.
    4) Ignore delivery confirmation requests
    5) Incessantly misuse the available communication channels.
    
    We have further introduced certain privileges that will encourage more model customers to shop on the platform and discourage non-serious purchases. And going forward, only model customers​ will have the following privileges:​
    
    1) Access to incredible deals and all our best promotions.
    2) Have choice of payment and delivery options
    3) Be the first to know about special one-of-a-kind events and promotions.
    4) Enjoy incredible levels of customer care.
    
    We have put all these in place so that buyers that deliberately go against our community principles, will find it increasingly difficult to enjoy the advantages the Konga community has to offer and ultimately face being banned from shopping on the platform. 
    
    ​We are quite certain this model will help reduce the number of non-serious buyers on the platform.​​​ 
    
    Happy Trading :)
    

Comments

  • DA
    Dorcas A B
    Posted 3 years ago
    Konga has been in Nigeria for more than one year and I'm sure most buyer know they are not fraudsters.
    The only way buyer will stop taking us for granted is when there is a little commitment.
    If Konga is comparing themselves to the likes of ebay, Ali express, Ali baba,amazon etc. None of them does POD and none of them get a return item at point of delivery.
    
    If you are not interested with any goods which you will have paid for before shipping, you will take it to either the store yourself or ship it to them which you would have called before sending it to them and in most cases you pay for the shipping by yourself.
    
    Frankly speaking since their time and money is committed, the buyer will not mess around with our goods and its less problem for the store as well.
    With the way every talk about return, I am beginning to think we have more unserious buyer than serious buyer.
    
    Why on earth will someone put a phone no that is not valid to register on a platform like this?That also show the level of seriousness of that individual. 
    Konga should also screen buyers phone no when they want to register the way they are doing for merchant.
    
  • Tersoo A S
    Posted 3 years ago
    This comment I have posted several times before and I will continue to post as long as I feel this can help tackle the problem!
    
    I think Konga is more interested in the "numbers" i.e number of hits on the site as well as number of orders placed as that appeals to advertisers and the investors.
    
    I have had 5 orders returned this week alone...that's over N65,000 in revenue gone/delayed because these good were off the market thereby preventing more serious people from ordering them.
    
    3 out of these 5, made the orders and traveled. Now they are comfortable with that because they did not stake anything. They won't as much as leave the money with somebody at home.
    
     
  • Tersoo A S
    Posted 3 years ago
    Most "un-serious" buyers are 95% of the time 1st time buyers!
    
    My suggestion is as follows....
    Konga needs to start off 1st all by putting a ceiling or cap on the worth of a 1st order. By this I mean, a first time buyer on the platform should not be allowed to order any item worth more than N2500 using PoD. If he/she must, they should pay the balance upfront and the N5,000 on delivery so that way we are assured some level of commitment to the purchase(If they must order an item or items worth say N6000, pay N3500 in advance while the N2500 will be demanded on delivery).
    
    Now, the catch here is this, for every complete purchase you make, the cap/ceiling on your account is raised (sort of like earning loyalty points) so maybe after 2 successful orders at N5,000 cap, you earn a N7500 cap on on your account and it goes on like that till you can earn the right to order goods worth N100,000 via PoD but sellers will have more confidence because of your purchase record.
    
    I am very convinced we will sieve out un-serious buyers.
  • SE
    Silas E S
    Posted 3 years ago
    If '2) Have choice of payment and delivery options' means that only model customers would be eligible for the POD service, this may be a good start. 
    
    However since these non-serious buyers can simply open a new account and wreck more havoc, you can prevent this by adding an additional criterion to define the model customer:
    
    6) Have maintained an account in good standing for at least X month(s) and have had X number of successful orders.
    
    and for the non-model customer:
    
    6) Have recently opened an account and/or have had less than X number of successful orders.
    
    I guess then we might be getting somewhere.
    
    
  • AK
    Adenike K S
    Posted 3 years ago
    I totally agree with Oloseigbuan .  Only serious buyers will put a deposit on an item they seriously want to buy. Konga should consider this seriously...
  • OO
    Oloseigbuan O S
    Posted 3 years ago
    Llet me also add that barring buyers will also not work. These non-serious buyers will just create another profile to continue to wreck havoc. I have a few cases of a buyer using another profile to attempt to get me to accept an order after discovering a previous order from that buyer that wasn't serious.
  • OO
    Oloseigbuan O S
    Posted 3 years ago
    Why do you guys keep missing the point. These non-serious buyers are not interested in buying anything. Hence, promotions and priviledges do not appeal to them. Offering discounts to "model buyers" will not deter the buyers who did not intend to pay in the first place. Numerous comments have pointed konga to the solution of this debilitating problem but konga seems to be avoiding implementation of that solution. Get the buyers to commit on POD orders. It can be payment of shipping cost upfront or down payment of a fraction of the cost. That is the only way to sieve out non-serious buyers. Konga seems intent on beating around the bush. All these other "solutions" you guys are implementing are equivalent to using plaster on a gunshot wound. You are just concealing the problem instead of actually solving it

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