Shipping and DeliveryCreated 3 years ago
| Updated 3 years ago
I just got an email telling me a customer returned a order imagine my surprise since what I sell are books which are hardly if ever returned I called the customer and she told me that she was not at home when the k express delivery guy came and since she was not around it was canceled automatically just one try I felt bad because the order took over 3 days to get there and now it is coming back I advocate for the k express delivery men to try at least two times at a customer's place before returning orders and special thanks to konga's customer care they helped me to PARTIALLY REMEDY THE SITUATION
Posted 3 years ago
Also, if an attempted delivery was made and the buyer is not available, both the seller and the buyer should be notified via sms and email of the update on shipment delivery, and the item should be held at the K-express location nearest the buyer for a couple of days, maybe 2 or 3 days to see if the buyer could be reached or if the seller would want to call the item back. If after the grace period and nothing is heard from the buyer, the item should be sent back to the seller and the buyer should be flagged on future orders and POD option will no longer be offered to that buyer.
Like I always say, konga carry your marketplace sellers along, they have more advice/information to give on these situations.
Posted 3 years ago
Thank you for your feedback Samuel, glad the situation has been partially remedied.
Our K-Express team continually seek ways to improve on all processes and due to the volume of orders that may need to be delivered at certain times, restriction may be placed on the number of tries before items are returned. Buyers are also sent text messages notifying them to request for a reschedule if they will be unavailable to receive their items at the scheduled time of delivery.
We will however continue to work towards ensuring better measures are put in place to accommodate buyers that may require a different delivery time.
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