Konga Mall New Merchant Orientation

8/19/2019 Konga Mall New Merchant Orientation

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New Merchant Orientati


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Table of Content

• Aim ofOrientation

• Requirements for Selling on Konga

• Successful Sellers Testimony

• Konga BrandReputation

• Tips to SuccessfulSelling

• K-Express and its Locations

• Uploading Good Images, Product

Title and Descriptions

• About KongaSellerHQ

• Product Verification on K

• Konga Store SuspensionP

• PaymentPolicy

• Bank VerificationProcess

• Order LifeCycle

• DeliveryDispute

• ShippingCharges

• CommissionRates

• Proper Product Packagin

• Selling Original /Authent


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Objectives of Training

The New Merchant Orientation is necessary to help you successfu

your store on Konga Mall. Therefore it is important that you spenquality time reading and understanding the Konga Mall trading e

By the end of this training:

• You should understand how to set up a store on Konga

• You should understand the trading process of Konga Mall

• You will be required to take a test to assess your understanding oon Konga Mall.


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Requirements for Selling on Konga

To be a registered seller onKonga, you will be required

to:• Upload your profile picture

on your SellerHQ profile page.

• Send in a scanned copy of your international passportOR driver’s license OR permanent voters card asproof of identification

to [email protected]

On completion of this oprogram, you will be ver

the requirements below:• Uploaded profile pictu

SellerHQ• Submitted copy of a va

of identification•

Profile picture on yourproof of identificationSellerHQ profile mmatch.

• 20+ score points in the

orientation assessment

mailto:[email protected]:[email protected]


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Successful Sellers Testimony on Konga

• “Seeing products wethoughtwemade apoor choicebuying receivemassiv

sales onKonga.That has been very encouraging!” - Swish Ideas

• “The seamless ease of registering to uploading my items on Kongahave beevery best. Also the fact that Konga took time off to prepare the How to vreally supported myon boardingeffectively ”- Arie Agie Enterprises

• “It has been awesome so far, learnt a lot from the seller academy and mbroadcast. Selling my products conveniently to anybody anywhere nationwthat i almostthought wouldtakea decade to achieve. But Konga made it soand accessible to all THUMBSUP .” - Miki IntSolutions.


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Seller Mentoring

The Konga Seller Mentor program is put together for sellersthat need help with the best selling processes on Konga

Mall.A Seller Mentor is a fully experienced merchant also on theKonga platform who is interested in helping new andinexperienced sellers succeed, and can assist with providingadvice on SellerHQ product listing, order management, and

general business advice. By indicating interest in being partof the Mentor Program, you are assigned a personal mentor.

To get paired to a mentor, you may send an email [email protected] indicating your interest.



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Konga Brand Reputation

• Our brand is our marketplace identity. It should be top-of-mind in every decision made.

• It isKonga's

responsibility to provide you with a safe andtrusting platform that will help you reach millions of buyersand build a successful online business.

• It is your responsibility not to diminish nor discreditKonga.

• The more recognizable the brand, the greater its value.


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Tips to Successful Master the Art Of Pricing

As a seller, you should learn the art of setting good prices for your prodwrong product pricing can cause a decline in sales for yourstore.

Know Your Customers: Knowing your customers is an important aspec your pricing strategy. How your buyers consider your product and whaselling is down to how much youcharge.

Pricing Similarities Can Cost You a Sale: From a new research, if twitems are priced the same, buyers are much less likely to buy one than tif their prices are even slightlydifferent.

Compare Prices Across Other Online Malls or Stores: Comparing pone of the unique ways to succeed in selling online. Consider comparin

with other sellers in your category on KongaMall


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Be Social Media Savvy (cont'd)

Social media is fast becoming a value-adding marketing channel. become very significant and has a great impact on marketing

Word of Mouth: Through social media, word of mouth has become verhelpful. Communications spread fast across social media channels.

Communicating with Buyers: Through the use of social media you canout to unsatisfied customers directly and privately.

Influence Buyers: In creating a social media account, you must be care your target audience are. Audiences have been broken down into 3 groBroadcaster , Mass Influencers, Potential Influence. The potential influusually the most influential being the highest population of peoplemedia.


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Give Good Customer Service (cont‘d)

Konga encourages you to strive for good feedback from buyers as these feedbaencourages you to do better and will keep your buyers coming back.

However, it is necessary that you put in place “Good Customer Service”.

• Understand your customers' needs and figure out how they can be met. Tencourage positive feedback and repeat of business.

• Be willing to answerquestions

• Provide Value; offer occasional free gifts to your buyers. It does not have toexpensive.

• Check in & Follow Up;Make the buyer feel loved and cared for during th

transaction


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Fast delivery Appropriate Shipping Plans (cont‘d)

• Speedy delivery has become very important to customers.

• Ensure that you deliver fast as by doing this, you increase yourloyal customers. Also consider using courier services that arereliable and easily accessible to you.

• Customers look out for better service, overall experience, andperks like free and faster shipping

• Buyers appreciate up-to-date information about delivery timing


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About K-Express Locations

Konga Express Delivery is Nigeria’s first order service provider combining e-commerce, warehlogistics services. The company is a fully owned suKonga Online Shopping Ltd and has differenacross Nigeria. K-express also deliversnationwide.

To view all K-Express locations, log http://shq.konga.com and check under your settings”. You can also view the list of all K-Expr

off centers from the SellerHQ homepage.

http://shq.konga.com/http://shq.konga.com/


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Self Fulfillment

What is Self-fulfil?

• Self-fulfil is a service offered by Konga Mall thwill enable you as a seller to sell as you fit withobeing compelled to use any specific shipmeservices directly fromKonga.

• Self-fulfil will allow you as a seller ship orders b yourself to your buyers or use other carriers ochoice without the need to use Konga's deliverservice.


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• Konga has drop-off locations in Lagos, Abuja and a

West states.

• This means that if you are a merchant and do not reside

above mentioned locations you MUST self-fulfill you

make use of other available courier services.

• To view available courier partners that can assist with s

within and outside your area, please click on https://goo


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Benefits of Self Fulfillment

•

Determine whether or not to offer “free shipping”

• Faster delivery to your buyers

• One on one relationship with your buyers

• Reduced return rate as buyers can receive their orders fast espprepaid orders and increases their chances of visiting your

placing more orders

• Determine the location to ship your items


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Uploading Good Images Good Product Title

Product images are the most essential element of any online store afor good product presentation. Ensure that your image is of highes

and correct(500 by 500mega pixel) before uploading them.• Upload images with resolution 500 by 500 Mega Pixels and

size is between 100KB and 2MB

•

Use photos with white background or consider taking images inlife scenarios. That way, your buyers have visual ideas of how thwill look when purchased.

• Images of the front and back view for fashion items should be se

images and an image of all views can be an additional image


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Uploading GoodImages

Good

Image

BadImage


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Good Product Title and Description (cont‘d)

A good product title is a brief summary of your product. Therefoa product, ensure that you create an effective title. Customers wh

they want search for items using specific keywords.

• Use descriptive keywords to make your title as clear as possible

• Include specifics like size , color or model number

• Don’t use profane or obscene Languages


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Good Product Title Description (cont‘d)

It is necessary to give a detailed description of a product, that way the cusexactly what toexpect.

• Always try to avoid using manufacturers descriptions, write up yourdescriptions that feature relevant keywords to help make them morewelcoming.

• Describe your item the best way you can, a detailed description must c200words.

• Use bold headers and font sizes of 12 or 14maximum.

• Be sure to use unique identifiers; one of the most important thing you canlisting to show will be to include Product name, brand’s details, manufaISBN’s .e.tc.


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Example of a Good Product Title Description

Product Title :

•

Patent Leather Slip-on Loafer with Gold Chain – BlueBrand: Deo Milano

Description

• The Deo Milano brand came to the fashion scene and took thesurprise. It redefined the way men think and see fashion. It broughwhere there was none and took over every man's closet with it's maseason collection which position it as the brand to watch. Deo Minew season collection is the icing on the cake! And the messag'Evolve or Regress' ...and Deo Milano keeps evolving!

Explore the new season of Deo Milano's collection exclusively on Koaffordable prices with fast delivery servicenationwide.


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About Konga SHQ Dashboard

The Konga SellerHQ dashboard is your personal selling portal th you:

• Register & upload the products you want to sell on Konga

• Manage all your products listing

• Store your bank details to enable immediate payout of funds owon items sold

• Manage your escrow(payment in waiting)

• Accept & ship new orders

• Update your product quantity to ensure all your listed items

are still available for sale


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Konga SHQ Dashboard


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(Konga SHQ Dashboard Cont’d)

To List an Item, click on the “sell an Item” tab

• Pick your productCategory • Describe yourItem• Review and Confirm theitem

(


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Click on the “manage

orders” tab to viewyour:• NewOrders

• Accepted Orders

• ShippedOrders

• DeliveredOrders

• ReturnedOrders

• CancelledOrders

• TransactionHistory


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• To check for ordersthat are live on site, under review,

rejected, paused and sold out, clickon the “Manage Listing” tab.


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• The red notification icon indicates

that you have a message from abuyer.


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Konga Help Lines

New Seller Support Enquiries/[email protected]

Suggestions – [email protected]

Enquiries on Store Suspension – [email protected]

General Information – [email protected] or 01-4605555 and 0809 460 5555

Advert Enquiries/Requests- [email protected]

Registration Assistance & Product Listing- [email protected]

Seller Mentoring Programme- [email protected]

For enquiries on Events – [email protected]

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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Product Verification on Konga Mall

• Certain brands are restricted from being soldon Konga Mall. By permitting the sale of thesebrands, wewill be violating Trademark

Infringement, Copyright Infringement andAffiliation/ Endorsement/ Trade Diversion.

• Other specific high end brands will need toundergo a verification process to ensure suchproducts listed for sale are authentic on Konga

Mall.For more information on these high end brands, you may send an email [email protected]



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Konga Store Suspension Policy

In order to become a successful seller on Konga and consistent good performance rating, it is important that you understand and

to the suspension rules:• Stores can only be placed on suspension twice.

• To be reinstated from the first suspension, affected stores wrequired to send a mail to [email protected] stating rfor poor performance and providing a lasting solution to

reoccurrence.• To be reinstated from the second suspension, affected stores wi

required to pay a fine of N10, 000, provide a sworn affidavitwill also be required to come to Konga Head Office for recogni

• On the third suspension, affected stores will be closed permane



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How to Avoid Store Suspension

Some stores are occasionally suspended due to low shipment and low performTo avoid store suspension on Konga, you must adhere to the followingrules:

• Avoid cancelling orders but in specific cases where you have to cancel an osend an email stating the reason for cancellation to ordercontinuity@konga

• For self-fulfilled orders, ensure you pay your commission invoices at the du

• Avoid having too many orders in arbitration

• Avoid selling counterfeit products

• Keep away fromfraud



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Payment Policy on Konga

As a seller, asking buyers who choose to Pay on Dto pay into a non-Konga account before deliv

forbidden.

If you require prepayment for your orders before

ship, you must ensure you only provide or direct yto Konga's account details (www.Konga.com/payrisk suspension/store closure.

http://www.konga.com/paymentshttp://www.konga.com/payments


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Konga Bank Verification Process

In the process of opening your store you will required to:

• Input your bank account details from your SellerHQ dashboard

• Once done, you account will be verified within 24 – 48hours.

• You will receive an email stating if your account has been verified or

• If your account is verified, then you can go ahead and list yourprodu

• If your account is declined, you should confirm that every detail was correctly and tryagain


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Your Order Life Cycle Process

days will be marked to ‘ uto elivere ’ after 22days

• Orders not marked as ‘shippe ’ within 48 hours will be autocancelledwill be able to cancel orders still in the ‘new’ status.

• In the case of orders that have been paid for by buyers, refund willbuyers with orders that are automatically cancelled after 48 hours marked as ‘

shippe ’

• If orders are not delivered in 15 days, buyers will have access to cancorders

• Orders cancelled by buyers after order has been updated by sellerto“shipped” status will go under ‘

delivery ispute’

• Self fulfilled orders updated to shipped but not marked as delivered in


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Delivery Dispute

Customer order disputes after delivery can be as a result of:

Incomplete shipment

Item change request (due to incorrect size, color etc.)

Non-functional/ defective items

Sub-standard or counterfeit items

Wrong items (different from what the customer ordered

• When such complaints are raised, the orders are placed on hold(Arbitration)

• The ‘Konga Dispute Resolution Team’ acts as a mediator to achia win-win resolution for buyer & seller.


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(Delivery Dispute Cont’d)

Compensation (with or without the return of an

item)

• Where mediation fails, the complaint is escalated to the Trust & Safety Team, who step in as an arbitrator for a final resolution.

• Konga conducts a thorough investigation to ensure all claims mto the dispute resolution team are genuine.

• An outcome of resolution may be:

Return of an Item for a ‘Full Refund’Return of an Item for ‘Repair’Return of an Item for ‘Replacement/ Exchange’

Refund without Return


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Maximum Shipping Charges on Kong

NOTE:

The maximum amount that can be charged for shipping is1500

As a seller you are expected to fix your own shipping charges fromyour “ SHQ delivery sBelow are the accepted maximum charges on Konga Mall based onlocation.

• Major cities within Lagos -750

• Outskirt of Lagos , Port Harcourt and Abuja – 1250

• Major cities outside Lagos – 1500

• Outskirt cities outside Lagos – 3000


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Importance of Accurately Updating Orders

• As a seller, you are responsible for ensuring that all order upda you make on your SellerHQ dashboard is accurate

• Ensure all self-fulfilled orders are marked as “delivered” only afconfirmation of delivery by your buyers.

•

Wrongly updated self-fulfilled orders will still be chargedcommissions accordingly and you will be required to pay thesecharges to avoid store suspension.

• Konga will not issue a refund for any paid/issued invoice due toinaccurate/false updates on orders.


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How to Become a “Classic Plus” Merchant

Konga has two classes of merchants, “The Classic Merchant” and “Th

Merchant”. All new merchants are “Classic Merchants” but some some gradu“Classic Plus Merchants”.

“Classic Plus” merchants are merchants with stores on Konga Mall retcategory of products in significant volume with an average monthly salemillion and a minimum 90% quality rating. The commission rate for classic range from 2-12%.

Konga Commission


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Rates

ATEGORY CLASSIC

PLUS

MERCHANT

CLASSIC

MERCHANT

Automotive &Industrial 4.5 6

Baby, Kids andToys 8.5 12

Beauty, Health & PersonalCare 8.5 12

Books and Stationery 7 10

Computers and Accessories 3.5 5

Electronics 4.5 6

Food and Drink 4 6

Home andKitchen 6 8

CATEGORY CLASS

PLUS

MERCHA

Music, Movies& Games

2

MobilePhones 2

Sports and Fitness 4.5

Arts &Crafts 3

Phone, Tablet andComputerAccessories

7

Tablets 3

Gifts 7

BuildingandConstruction

2

Importance of Proper Packaging


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Good proper packaging of your product plays a vital role in oand is significant for growing your business as it has a directsales.

Reasons you should ensure proper packaging of your produc• Attraction: How your product is packaged may be what attr

the buyer to purchase an item from your store.

• Proper Research: Do a research on the type of product pack

is most suitable for the product you are selling. Good packanew customers and also keeps existing customers coming b•

Avoid Bad Images: We advise that you do not take images oproducts that have rough packaging as it will be a turn off potential buyers.

Importance of proper Packaging (cont’d


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To Prevent Product Damage: It is necessary that your producpackaged securely to guard against being dropped or crushed dthe shipment process either by you or by a third party delivery seYou should also package your products adequately to guard aghigh temperatures, insects or microorganisms

For Proper Containment Proper Identification: It is necessary your products together and we encourage that you label your iteto make them easier to identify Proper Identification when separately due to their heavy or due to their large size.

Shipping Exact Products Ordered to Buyers


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Ensure that you ship exactly what was ordered by the customer. If is not available be sure to reach out to the customer, apologize favailability of the product and propose another item option to the c

By doing so you:

• Reduce returns

• Create a good reputation for your store

• Create a buyer/customer relationship

Importance of Selling Original Products


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The sale of counterfeit items on Konga Mall is frowned upprohibited as this will lead to store suspension and possib

consequences.We advise that you avoid selling fake products as by doingare

violating the law.

It is also a criminal offence ttrademark without the owner's permission.

By selling on Konga, you agree to Konga's Merchant ServiceAgreement. http://www.konga.com/authentic-items-policy/

If you are caught selling counterfeit products or caught infraudulent act, your store will be permanentlyclosed.

http://www.konga.com/authentic-items-policy/http://www.konga.com/authentic-items-policy/http://www.konga.com/authentic-items-policy/


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HAPPY SELLING!!

Documents

Konga Mall New Merchant Orientation