@StephenAfamO wrote:
Now, a lot of people (including me) have been complaining about POD/COD in Nigerian e-commerce.
One of the solutions I have heard repeatedly is escrow payments so I decided to build one into http://proudly.com.ng
The current flow is.
- Customer pays,
- There is a default 14 day gap before the merchant is credited. (Can be changed for special cases)
- If the customer indicates that he/she is satisfied with the service before then, the merchant is credited.
- If the customer is dissatisfied, he/she will raise a dispute.
- After a dispute is raised, the merchant and customer will have a place to discuss and negotiate a partial or full refund.
- If any party is fed up with the negotiations, they can escalate the dispute to a claim. Claims are governed by the central refund policy.
- If the dispute is abandoned, I.e. no new comments in 48 hours (can be change for specific merchants) the dispute is automatically escalated to a claim
- Once a dispute escalates, negotiations are no longer possible.
- An admin will use the evidence provided in the discussions and contact the affected parties if necessary. A final decision will then be made according to the refund policy.
- Refunds will take at most 48hrs to process. Directly to the customer's back account.
- Whatever amount is left will be credited to the merchant.
I would like some feedback on this workflow.
If there is anything you think should be changed.
This has to be done right to gain the trust of customers so please I really really need the feed back.I am working on providing a demo account where this can be tried out properly.
It should be ready soon.
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