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  • Why would customer care encourage a customer to reject a shipped item?

    General Discussion Created 3 years ago | Updated 3 years ago
  • OA
    Oyedeji A S
    Am so embittered right now. Am confused, is this how its done?
    
    A customer called Konga Customer Care to help him place an order for a product on my store and they helped him place the order. Product rejection is something I always try to avoid. So I put in extra efforts to call every customer before I ship. If customer is doubtful or not serious, I simply ask him/her to login and cancel the order. 
    
    I called this customer to confirm shipping and he said go ahead. He also said he needed it urgently. So we shipped outrightly. Later on (after shipping), the customer called customer care again still looking for alternatives, and the person he spoke with told him he can reject the shipped product on arrival, and helped him place another order with another merchant. Look at that! It's not fair
    
    How did I know? We called the customer to inform we had shipped, and he mentioned the actions already taken above. Apparently, he did not realize there are different merchants on Konga
    
    Right now, the product is at Ogba Shipping Center. Can this be retrieved please? I have same order already from another customer, and need to retrieve it before it leaves Lagos. Konga, please help!!!
    
    

Comment

  • Ebere O B
    Posted 3 years ago
    Hello Oyedeji,
    
    My apologises for this incident. An order in transit cannot be cancelled as this could affect proper status updates and reverse logistics tracking, this is why the customer is adviced to reject a shipped order on delivery.
    However in this case we will require the affected order number to inform the K-express center to halt shipment and return order.
    Please send an email with details of the affected order number to mall@konga.com
    
    In addition please be reminded , a new order is cancelled after 72 hours. To avoid an auto cancellation of  a newly received order please process order with a product in your stock as the rejected order may take longer than 72 hour to be returned to you and reprocessed for another customer. 

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