Konga Seller Sanction Policy
Konga Seller Sanction Policy Section 1: Product Sanctions S/N
Offence Type
1
Shipping Wrong Product
2 3
Defective Items Delivered to Customer Counterfeit Products
4 5
Used/Refurbished Auto cancelled products
Description and Sanction Seller bears cost of return of item (while customer received full refund) A warning email is sent on the first confirmed incident Store is suspended on the second wrong item Product is disabled and quantity is set to zero A warning email is sent on first confirmed incident Store is suspended on the second defective product Store is closed if merchant delivers a counterfeit product to a customer Store closed if merchant delivers a used or refurbished product to a customer For any auto-cancelled order, product quantity will be set to zero
For all cases of confirmed wrong and incomplete shipments, defective, counterfeit and used/refurbished products, seller is expected to provide a resolution (refund, replace, exchange, complete shipment) within 48 hours. Please note that where the merchant has already received payment for the item, merchant is mandated to refund the item amount to Konga.
Section 2: Order Sanctions S/N
1
2
3
4
5
Offence Type
Description and Sanction Store is suspended for 1 auto-cancelled order for a store that received less than 6 orders in a week Store is suspended for 3 auto-cancelled orders for a store that has Auto Cancellation received more than 5 orders in a week Store is suspended if merchant makes a wrong order status update. That is, marks an order as shipped when the order was never shipped, or False Updating of Orders marks an order as delivered/cancelled when order was never (Self-Fulfill) delivered/cancelled Store is closed if merchant makes a fraudulent order status update, such Fraudulent Update as cancelling an order and then fulfilling same order to same customer (Self-Fulfill) after cancellation Store is suspended if merchant does not resolve an arbitration case within specified SLA, which is 48 hours. Expected response should be via email through which the issue was escalated, or phone call to customer with a positive resolution on the escalated issue. Resolution to Arbitration Please note that where item in question is to be referred to service Cases outside SLA center, the seller has an SLA of 10 days for resolution or customer will be (SLA is 48 hours) provided with an option of a refund. Store is suspended if merchant fails to respond to a registered query or reneges on initial agreement to resolve the query. The customer will be Non-responsiveness to asked to return the disputed item for a refund. Arbitration Issues Please note that where seller has already received payment for the item, (SLA is 48 working days) merchant is mandated to refund the item amount to Konga.
_____________________________________________________________________________________________
6
Failure to Ship Prepaid Orders
7
Declining Orders because of Price Change
8
Picking up Returned shipment outside SLA
9
10
Returns Escalations Use of derogatory words in communication with Konga rep or customer
Store is suspended if merchant refuses to ship a prepaid order Store is suspended if merchant refuses to accept an order at the price indicated on the website because the product price was not updated as at when due If a returned order is not picked up within 7 days from day of arrival at pick-up location, such order is sent back to Konga CDC and merchant will have to requests for delivery at KOS rate If item remains unrequested for after 7 days, a demurrage fee of 5% of cost of item will be charged daily for another 7 day within which merchant is expected to pick up item at Konga CDC or requests for delivery at KOS rate Failure to respond to above, item may be disposed of at discounted price fixed at Konga’s discretion For Returns after successful delivery (shipments with an ATR waybill), merchant is expected to pick up package not longer than 48 hours from date of arrival at pick up location or any other location agreed with merchant Konga shall not take responsibility or liability for any escalation not within 30 days from the day a shipment is updated to “Returned” Store is closed if merchant uses a derogatory word in oral or written communication with a Konga rep or customer
Section 3: Payment Sanction S/N
Offence Type
1
Non-payment of Invoice
2
Merchants refunds
Description and Sanction Store is suspended if payment for invoice is overdue for 21 days Store is closed is for 3 times offender in 120 days Close store if invoice is 30 days old Store is suspended if merchant delays payment and store could not be debited for an obligation fee (such as refund for an already paid returned order, demurrage fee, etc.) for longer than 21 days
Except for sanction for overdue invoices, store suspension lasts for a minimum of 2 weeks, and a suspended store may only be reinstated after going through the re-orientation process, which will always be communicated upon suspension of the store.
A store can only be suspended once within 120 days; a second suspension within 120 days is tantamount to store closure.
____________________________________________________________________Effective from 1st July, 2016
Offence Type
1
Shipping Wrong Product
2 3
Defective Items Delivered to Customer Counterfeit Products
4 5
Used/Refurbished Auto cancelled products
Description and Sanction Seller bears cost of return of item (while customer received full refund) A warning email is sent on the first confirmed incident Store is suspended on the second wrong item Product is disabled and quantity is set to zero A warning email is sent on first confirmed incident Store is suspended on the second defective product Store is closed if merchant delivers a counterfeit product to a customer Store closed if merchant delivers a used or refurbished product to a customer For any auto-cancelled order, product quantity will be set to zero
For all cases of confirmed wrong and incomplete shipments, defective, counterfeit and used/refurbished products, seller is expected to provide a resolution (refund, replace, exchange, complete shipment) within 48 hours. Please note that where the merchant has already received payment for the item, merchant is mandated to refund the item amount to Konga.
Section 2: Order Sanctions S/N
1
2
3
4
5
Offence Type
Description and Sanction Store is suspended for 1 auto-cancelled order for a store that received less than 6 orders in a week Store is suspended for 3 auto-cancelled orders for a store that has Auto Cancellation received more than 5 orders in a week Store is suspended if merchant makes a wrong order status update. That is, marks an order as shipped when the order was never shipped, or False Updating of Orders marks an order as delivered/cancelled when order was never (Self-Fulfill) delivered/cancelled Store is closed if merchant makes a fraudulent order status update, such Fraudulent Update as cancelling an order and then fulfilling same order to same customer (Self-Fulfill) after cancellation Store is suspended if merchant does not resolve an arbitration case within specified SLA, which is 48 hours. Expected response should be via email through which the issue was escalated, or phone call to customer with a positive resolution on the escalated issue. Resolution to Arbitration Please note that where item in question is to be referred to service Cases outside SLA center, the seller has an SLA of 10 days for resolution or customer will be (SLA is 48 hours) provided with an option of a refund. Store is suspended if merchant fails to respond to a registered query or reneges on initial agreement to resolve the query. The customer will be Non-responsiveness to asked to return the disputed item for a refund. Arbitration Issues Please note that where seller has already received payment for the item, (SLA is 48 working days) merchant is mandated to refund the item amount to Konga.
_____________________________________________________________________________________________
6
Failure to Ship Prepaid Orders
7
Declining Orders because of Price Change
8
Picking up Returned shipment outside SLA
9
10
Returns Escalations Use of derogatory words in communication with Konga rep or customer
Store is suspended if merchant refuses to ship a prepaid order Store is suspended if merchant refuses to accept an order at the price indicated on the website because the product price was not updated as at when due If a returned order is not picked up within 7 days from day of arrival at pick-up location, such order is sent back to Konga CDC and merchant will have to requests for delivery at KOS rate If item remains unrequested for after 7 days, a demurrage fee of 5% of cost of item will be charged daily for another 7 day within which merchant is expected to pick up item at Konga CDC or requests for delivery at KOS rate Failure to respond to above, item may be disposed of at discounted price fixed at Konga’s discretion For Returns after successful delivery (shipments with an ATR waybill), merchant is expected to pick up package not longer than 48 hours from date of arrival at pick up location or any other location agreed with merchant Konga shall not take responsibility or liability for any escalation not within 30 days from the day a shipment is updated to “Returned” Store is closed if merchant uses a derogatory word in oral or written communication with a Konga rep or customer
Section 3: Payment Sanction S/N
Offence Type
1
Non-payment of Invoice
2
Merchants refunds
Description and Sanction Store is suspended if payment for invoice is overdue for 21 days Store is closed is for 3 times offender in 120 days Close store if invoice is 30 days old Store is suspended if merchant delays payment and store could not be debited for an obligation fee (such as refund for an already paid returned order, demurrage fee, etc.) for longer than 21 days
Except for sanction for overdue invoices, store suspension lasts for a minimum of 2 weeks, and a suspended store may only be reinstated after going through the re-orientation process, which will always be communicated upon suspension of the store.
A store can only be suspended once within 120 days; a second suspension within 120 days is tantamount to store closure.
____________________________________________________________________Effective from 1st July, 2016
