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  • Return Order and cancelled orders by customers which affects my shop?

    General Discussion Created 3 years ago | Updated 3 years ago
  • UA
    Uche A S
    Kindly assist as I have been unlucky speaking to konga rep. They pick the calls and drop them forgetting it's waste of airtime.
    Which affected my shop more? Customers cancelling orders by themselves or customers rejecting the order( return orders)
    Thank you.
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Comments

  • Ebere O B
    Posted 3 years ago
    Hello Uche,
    Our apologies for this unfortunate incident,  please be assured that Konga is continually working towards providing a permanent solution that will ensure only serious sales transactions are made on your store.
    Please send the customer's details and order number to mall@konga.com to enable the necessary units investigate this.
    To avoid a repeat of this incident,  we advice you call all customers before orders are shipped to confirm their interest.
    We sincerely appreciate your efforts so far. Thank you once again
  • UA
    Uche A S
    Posted 3 years ago
    Thanks for your response, please is there a way to know the reason customers give for return?
    This is because one of my customers blocked my number on whatsapp, calls and text. I called with a different number he picked and dropped the call,  i felt that wasn't called for so I left him alone.
    If it will be possible that's if it's not in place already, for dispatch staff to get the reason from the customer and update on the system.
    Thank you.
  • Ebere O B
    Posted 3 years ago
    Hello Uche,
    
    Apologies for the experience, calls are coming in at the moment , there maybe a bit of network connectivity issues hence your calls being automatically disconnected.
    
    If a customer rejects an order due to poor quality this will affect your store ratings.However, If a customer changes their mind about an order and requests a cancellation, or rejects order on delivery it will not count negatively against your store.
    
    In addition, when an order is self delivered and returned , kindly forward such orders to mall@konga.com or ordercontinuity@konga.com to update your orders accordingly.
    
    You may read more here on updating orders here - http://community.konga.com/thread/important-notice-update-all-orders-quickly-appropriately

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