Jul 10 2018, 01:27 AM
QUOTE(lingloong @ Jul 10 2018, 12:54 AM)
I'm kinda reluctant to reply this kind of /k tread but since the issue need clarification, I shall point out the info regarding Lazada order cancellation issue & miscommunication between TS and our Lazada store. FYI our Lazada store are managed by one of my staff thus things go pretty straightforward when dealing with Lazada order issue & customer query
Let's start with Lazada order cancellation :
1. After investigation, the order is cancelled due to price error. Cause = Lazada system glitch. We believe every merchant which have Lazada store know that their new system it's full of retarded issue range from pricing, inventory, delivery & payment issue ~ the list go on
2. I believe for TS case, price error happen after the implementation of 0% GST. Unlike other marketplace like Lelong, they auto adjusted by -6% for all SKU price BUT not for Lazada. It have to be done manually or via template extraction. And during the transition, we do have assistance from Lazada appointed store manager as well so they know such issue will happen thus every store have the option to cancel order either due to "out of stock" or "wrong price" issue. They don't have this option previously.
3. For TS order, once our Lazada Seller-center receive the order notification, we will counter check the info is in correct order before proceed. As such "wrong price" issue arise, we will make a report to Lazada via partnersupport channel & they will assist in term of order cancellation & prioritize refund to customer. From what I checked in our seller-center record, the refund has been processed & issued as ----? "Order ID: 204083487977801 / REFUND_ISSUED / 2018-07-08 14:07:45"
4. TS have the right to exercise his consumer right as advised by other forumer & I do encourage TS to do so. Perhaps other affected forumer as well coz as a merchant, we are sick and tired of Lazada system, their full of issue marketplace & glitch all over the website. Our countless complains & feedback fall into deaf-ears in the past and perhaps local authority come knocking their door might serve them some wake-up call. I'm reachable via email: dotatech.lingloong@gmail.com so if you have the report, do forward a copy to me. It doesn't matter if you named my company as defendant or the party you want to complain, my side will follow-up and provide info to pass on the responsibility to the actual culprit ~ which is the marketplace
5. For TS point that we sold 2 units before him, that's untrue because what stated as sold for how many units doesn't mean it was sold for a price TS bought. The last purchase for this SKU dated way back 02 March to a customer which bought 2 units @ RM2099 each (during mining craze period)
6. We always honor sold price to our customer even it's below-cost or @ loss but if the error it's not from us, unfortunately we will bring our those responsible party (for your case which is the marketplace you patronize)
As for TS, I believe the reason our store person in-charge ignore you due ~ :
1. Improper way to contact us to clarify the issue. Perhaps inappropriate channel and improper words or message convened. I have attached a "comment" on our product Q&A section as attached** ~ what my store-staff feedback to me
2. FYI, we apply zero tolerance @ improper message/spam or should I say "abusive" message or remarks. If we receive any of this, it will be auto-flagged and ignored. Thus your message in chat will be ignored
3. In order to serve other customer better, it's unfortunate that we have to imply such approach and filter-out those inappropriate message/customer. We try to respond & assist to every customer possible. For Lazada chat system, when flagged you won't be able to reach us & we won't able to see your message
4. We have our FB page, email & store contact number listed but you choose to put on a public shaming post without even try to contact us personally ~ again that's why your FB post got deleted (same reason - it's inappropriate)
5. And now here you are creating a LYN post because you are not satisfy with your order cancellation without proper inquiry via proper channel. But it's understandable your frustration thus I shall be positive and treat this tread as free publicity coz “there’s no such thing as bad publicity.”
Lastly, I do apologize to TS if this purchase cause much inconvenience to you. Good night everyone
Thumbs up to you and all Dota Tech team came forward explaining everything and apologize to ts.Let's start with Lazada order cancellation :
1. After investigation, the order is cancelled due to price error. Cause = Lazada system glitch. We believe every merchant which have Lazada store know that their new system it's full of retarded issue range from pricing, inventory, delivery & payment issue ~ the list go on
2. I believe for TS case, price error happen after the implementation of 0% GST. Unlike other marketplace like Lelong, they auto adjusted by -6% for all SKU price BUT not for Lazada. It have to be done manually or via template extraction. And during the transition, we do have assistance from Lazada appointed store manager as well so they know such issue will happen thus every store have the option to cancel order either due to "out of stock" or "wrong price" issue. They don't have this option previously.
3. For TS order, once our Lazada Seller-center receive the order notification, we will counter check the info is in correct order before proceed. As such "wrong price" issue arise, we will make a report to Lazada via partnersupport channel & they will assist in term of order cancellation & prioritize refund to customer. From what I checked in our seller-center record, the refund has been processed & issued as ----? "Order ID: 204083487977801 / REFUND_ISSUED / 2018-07-08 14:07:45"
4. TS have the right to exercise his consumer right as advised by other forumer & I do encourage TS to do so. Perhaps other affected forumer as well coz as a merchant, we are sick and tired of Lazada system, their full of issue marketplace & glitch all over the website. Our countless complains & feedback fall into deaf-ears in the past and perhaps local authority come knocking their door might serve them some wake-up call. I'm reachable via email: dotatech.lingloong@gmail.com so if you have the report, do forward a copy to me. It doesn't matter if you named my company as defendant or the party you want to complain, my side will follow-up and provide info to pass on the responsibility to the actual culprit ~ which is the marketplace
5. For TS point that we sold 2 units before him, that's untrue because what stated as sold for how many units doesn't mean it was sold for a price TS bought. The last purchase for this SKU dated way back 02 March to a customer which bought 2 units @ RM2099 each (during mining craze period)
6. We always honor sold price to our customer even it's below-cost or @ loss but if the error it's not from us, unfortunately we will bring our those responsible party (for your case which is the marketplace you patronize)
As for TS, I believe the reason our store person in-charge ignore you due ~ :
1. Improper way to contact us to clarify the issue. Perhaps inappropriate channel and improper words or message convened. I have attached a "comment" on our product Q&A section as attached** ~ what my store-staff feedback to me
2. FYI, we apply zero tolerance @ improper message/spam or should I say "abusive" message or remarks. If we receive any of this, it will be auto-flagged and ignored. Thus your message in chat will be ignored
3. In order to serve other customer better, it's unfortunate that we have to imply such approach and filter-out those inappropriate message/customer. We try to respond & assist to every customer possible. For Lazada chat system, when flagged you won't be able to reach us & we won't able to see your message
4. We have our FB page, email & store contact number listed but you choose to put on a public shaming post without even try to contact us personally ~ again that's why your FB post got deleted (same reason - it's inappropriate)
5. And now here you are creating a LYN post because you are not satisfy with your order cancellation without proper inquiry via proper channel. But it's understandable your frustration thus I shall be positive and treat this tread as free publicity coz “there’s no such thing as bad publicity.”
Lastly, I do apologize to TS if this purchase cause much inconvenience to you. Good night everyone
but thumb down for how you didnt take advantage of this PR to show your commitment toward your potential customer, should learn from Gamers Hideout.
This post has been edited by Muhammad Syukri: Jul 10 2018, 01:59 AM
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