Retrieval Fee Now Applies For Returns After Successful Delivery
General DiscussionCreated 1 week ago
| Updated 1 week ago
This is to inform you that we have commenced charging sellers for retrieval of returned orders from customers after successful delivery. This means that for every item a customer rejects for the reasons below, the merchant will be charged for retrieval by Konga and also fined N599 for where the reason for rejection is “wrong item”.
1. Wrong Item/Spec
2. Defective Item
3. Incomplete Item
4. Refurbished/ counterfeit Item
NB: The retrieval fee will be the same cost as the shipping fee of the item. Also, please note that this charge applies to ONLY orders that customers return after successful delivery.
Thank you for selling on Konga.
Posted 1 week ago
Thank you for your post.
Your suggestion has been escalated to the appropriate team.
However, please note that issues like the one you stated will not be categorized under the wrong item reject reason. "Wrong item" amongst all other reject reasons is when a merchant delivers something totally different from what the customer has ordered.
Kindly send the returned order number to firstname.lastname@example.org for further investigation as to why you are yet to receive your item.
Posted 1 week ago
Please refer to your email below.
I have been very concerned about the reasons why our own clients return the orders they make. For example, a customer ordered a shirt in Abuja two weeks ago. The delivery team could not even get to her. When I called her, she said she was not sure if she had ordered the correct size and that was why she was thinking of rejecting the order. Apparently, she ordered from another seller the same size and because that was big, instead of cancelling our own order, she did not. Up till now, we have not received the shirt back. It got to Abuja since July 29.
In cases like this, will this be classified under "Wrong Item" or are we expected to pay?
I think it is better that we change our payment method to pay before delivery and clients are charged delivery fee when the fault is from them.
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