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  • Store Suspension Policy on Konga Mall

    General Discussion Created 3 years ago | Updated 3 years ago
  • Ebere O Ebere O B
    Dear Sellers,
    
    Please be informed of our new Store Suspension Policy implemented to enforce quality service from sellers.
    
    Starting July 6 2015, all stores on Konga Mall are required to adhere to the following suspension rules to avoid being closed permanently.
    
    Stores can only be placed on suspension twice
    To be reinstated from the first suspension, affected stores will be required to send a mail to ordercontinuity@konga.com stating reasons for poor performance and providing a lasting solution to avoid reoccurrence.
    To be reinstated from the second suspension, affected stores will be required to pay a fine of N10, 000, provide a sworn affidavit and will also be required to come to Konga Head Office for recognition.
    On the third suspension, affected stores will be Closed Permanently.
    NOTE: Konga will not penalize any store unjustly; we will ensure stores are suspended only if rules are violated.
    
    For more information, you can reach us on 01-460 5555 and 0809 460 5555 or email us at mall@konga.com.

Comments

  • OA
    Olanrewaju A S
    Posted 3 years ago
    Honestly, this policy is draconian and I see no reason why I should be penalized for an order which I refused to ship to an un-serious buyer? In the past week I have had instances of a buyer who ordered for an item and pending the delivery of the item, placed another two orders. I sent in a mail to mall@konga.com to cancel the said orders, but to my dismay it still affected my store performance rating. Something should be done to soften this law. The average buyer on the mall, have nothing at stake and this is the reason they can cancel and reject at will.
  • OA
    Oluwaseyi A S
    Posted 3 years ago
    The buyer have no single idea how their attitude's affecting sellers' livelihood and sanity. All they perceive on Konga is 'You are protected' 'You are invited to make sellers salaam you' 'You are the kings.... order and cancel and ignore and reject at will...we still want you back' What a world. 
    Sellers take heart.... 
    '
  • GU
    Grace U B
    Posted 3 years ago
    I gooday konga, I got mail today that my store has been suspended due to unpaid commission , and when i logged in , i saw huge amount of money unpaid in my invoice, please which commission is this and why wasn't i informed early before all suspension? secondly how is this commission calculated? and also , when i sent an email complaining about my store and why it was suspended, the reply was that i should pay my commission  .please put me through. thanks.
  • UA
    UCHE A S
    Posted 3 years ago
    What Konga management should take note of is that e-commerce in Nigeria is still evolving and as such some of these policies are rather too early to introduce and implement without taking into consideration the buyer attitude of some online Nigeria shoppers. I will give an instance; My store rating is showing a medium-high return/cancellation rate which to me is ridiculous. I have 2 different buyers that ordered from my store and upon receipt of their order message, I called them to confirm if it's OK for me to ship their orders and they all confirmed in the affirmative. All these processes were within KONGA's time frame of order confirmation and shipping. 
    
    Surprisingly, when the order got to them they refused to sign for it (REJECTED) When I called them to inquire why, all I got was that they were no longer interested in the order. This case is not a case of defective product, fake product or other genuine reasons. Another instance is a particular buyer that kept on posponing/dodging KONGA delivery staff by repeatedly making himself absent on 2 different occasions that finally when he was reached, he rejected  and the product had to be returned. All these cases are as a result of unserious attitude of some buyers on the KONGA platform. Let me not even go into the case of order cancellation. At the end of it all, the seller is made to bear the brunt. This is not just unfair but unjust. My question is this? How does KONGA check and curtail the activities of these group of buyers? Why would the case of an unserious buyer impact negatively on my store without KONGA hearing from me or the customer why the order was rejected in the first instance.
  • A
    Atinuke S
    Posted 3 years ago
    I believe the question being asked here is ....How will order cancellation requests be handled when an email is sent, and a merchant has 24 hrs to accepts or autocancel happens, and it takes 48hrs to get a response back from mall@konga.com. In this scenario will the merchant be penalized...If merchants are expected to accept orders within 24hrs, then it is only fair for us to get responses back on order cancellation in less than 24hrs, knowing that this is not feasible, then Konga should look into relaxing the acceptance window....just a thought!!!
  • Ebere O B
    Posted 3 years ago
    Hello all,
    To cancel orders on customer's request, Kindly send an email to ordercontinuity@konga.com stating reasons for cancellation, alternatively you may send an email to mall@konga.com
  • LO
    Lawrence O S
    Posted 3 years ago
    I just need a simple explanation from any moderator.
    Please tell us how to cancel an order that the buyer no longer wants.
    Bearing in mind that if a merchant contacts you guys (within 24 hrs), it takes 48hrs for you to respond or act (in this case to cancel the order), and by that time the order would have auto-cancelled because you expect us to "Accept Order" (which will become "Ship Order" when your new order cycle is implemented) within 24 hrs.
    Obviously, you are forcing us to mark items as shipped even when it is not.
  • A
    Atinuke S
    Posted 3 years ago
    In this scenario where  customer A places an order, merchant has 24 hrs to accept, merchant can't get hold of customer within the 24 hrs . Sends An email requesting order to be canceled , but before someone responds back ...order is autocanncelled due to not accepting....does this count against the merchant??????????
  • Ebere O B
    Posted 3 years ago
    Hello all,
    Thank you for your feedback so far. We understand your concerns and we have put necessary measures into consideration, orders cancelled due to no fault of the Merchants will not affect stores negatively, only stores that violate the set rules are suspended.
    As a reminder, while we  continue to share our collective suggestions and feedback on the forum, we ask that feedback should still be shared constructively while respecting every user on the forum. Posts that may incite highly negative reactions against the company both online and offline will be deleted. 
    Thank you
    
  • TA
    Temidola A S
    Posted 3 years ago
    I agree with Chibuike! When we request cancellation of order from Konga due to valid reasons, this should not count towards rejected orders. Most times the customers fiddle with mouse and place duplicate orders, then they have no idea how to cancel it.

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