Frequently asked questions
Getting started on Fonola Mall
What are the products I cannot sell on Fonola Mall?
You cannot sell fake, counterfeits or illegal items such as weapons and drugs. All the items you sell must be totally new and in perfect shape (products and packing).
How do I Register?
What is Fonola Mall all about?
What measures are Fonola Mall puting in place to generate enough traffic to help boost my business?
How do I know when a customer places an order for one of my products?
Once an order is placed by a customer, an email of the details of the order will be sent to you and a copy will be sent to us as well.
What happens after I recieve an order?
Make the order ready for pick up and wait for our delivery team to arrive for it.
Can delivery fail after pick up from my shop?
What happens if delivery fails?
Item is brought back in same state as taken
When do I have to pay for services rendered by Fonola Mall ?
How am I getting paid?
You will be paid before a product is picked up from your shop or when agreed by both parties via bank transfer or through Mobile Money (MTN, TIGO Cash) on a weekly basis. Payments are made by the 8th working day after the one week date range of sales.
I have not received my payment, what should I do?
What is Fonola Mall return policy?
Fonola Mall has a return policy of 7 Days, so customers can return the item for the following reasons within 7 Days.
1. The product is not the one ordered
11. The product is faulty
111. Counterfeit Item
What is the timeline to receive my "delivery failed" items?
What do I do if my returns are damaged at the point of getting them back to me?
Customer Satisfaction Policy
Can the customers give ratings and comments? And why are these important?
Yes customers can give detailed comments and ratings. These are very important for your sales on Fonola Mall platform. This is the best way for the customers to know that you are a reliable vendor. The customers look at the ratings of the product before buying it in most cases. The customers will be more willing to buy a product with good ratings. The ratings of your products are one of the most used criteria to evaluate your performance as a vendor on Fonola Mall.
Will I be penalised if am not able to make an order in my showroom ready within 24hours?
Yes, the order will be cancelled as out of stock(OOS) and your account will be put on hold if this issue happens 3 times.
What is the meaning of OOS?
How can I avoid OOS?
Carry out inventory management daily, check your stock to help you identify and let us disable products you no longer have in stock.
Only list products you have in stock, not the ones you are expecting as returns.
Put only 50% of your total physical stock on Fonola Mall, especially if you sell on other platforms offline or online.
Ensure all orders are confirmed and set for pickup within one business day from the day you received the order.
Ensure all orders are ready for pick up