KiKUU (Frequently Asked Questions)

All your answers to shoppingon Kikuu presented to you by makolapapa.com

What is Kikuu?

Kikuu is an online shopping application that links Ghanaian consumers to a wide range of products in China. Delivery and shipping are free. You only pay the amount you see on the APP which are relatively cheaper to all local and foreign platforms. It takes 10 days to get the items to the consumer and it is delivered through our express company at no cost

How do I download Kikuu?

Like the download of any other social or commercial application, please Visit either the Google Play store or Apple App Store and enter Kikuu in the search option. Then you download and register an account with us. You can sign on up in less than 10 minutes whiles the APP is downloaded

Account Problems Question:

Forgot your account password?

Answer:

Step 1:Open up the KiKUU App

Step 2:Click on the lower left corner “forgot your password?”,enter your account

Step 3:Click “Retrieve”

Step 4:An SMS will be sent to your phone with password details

Question:How do I modify my account password?

Answer:

Step 1:Click on your profile picture in the “My KiKUU” section

Step 2:Click “Reset Password”

Step 3:Fill in your “Current Password” and “New Password”

Step 4:Click “Reset Password”

Question:How do I modify my personal information?

Answer:

Step 1: Click on your profile picture in the “My KiKUU” section

Step 2: Click the “Edit” option in the upper right corner

Step 3: Make changes and press “Done”

Question:How do I add a delivery addresses/s?

Answer:

Step 1:Click on your profile picture in the “My KiKUU” section

Step 2:Select “Address Management”

Step 3:Click “Add” and fill in the new delivery address details

Step 4:Click on the upper right corner to “Save””

Question:How do I edit a delivery address?

Answer:

Step 1:Click on your profile picture in the “My KiKUU” section

Step 2:Select “Address Management”

Step 3:Select a delivery address and directly make changes once complete hit “Save”

Shopping Guide 1 1.1 Current promotions

Question: Where can I find out about current promotions?

Answer:The Home interface including page banners have information about current promotions 1.2 Coupons

Question:How do I use coupons? Answer:

Step 1:At the checkout screen “Select general coupons”

Step 2:Select the coupon you would like to use If the general coupons option displays (none), it means that you have no coupons How do I get more coupons? You can get more coupons by referring family and friends. You should give them your referral code so they enter it when registering, then you’ll be given a coupon. You can also get more coupons by sharing the item you buy and also taking the lucky draw. I can’t log into my account, can you help me out? Give me the phone number you used to register the Kikuu account so I can provide you the login details.

1.3 Flash sales

Question:How do I purchase Flash Sale items?

Answer:

Flash Sale items are found on our Home screen and can be purchased at the specified time. Act fast as these items sell out fast! 2 NEW ORDER

2.1 Question:

How do I place an order?

Answer:

Step 1:Click on the product you would like to purchase

Step 2:Click “Buy Now” and if available select the product color, size, and quantity.

Step 3:Click “Buy” to enter the checkout page

Step 4:Choose a shipping address and payment method

Step 5:Click “Confirm Order” and your order will be processed

Step 6:If using K-Pay enter your K-Pay Pin If using other payment methods, please follow the instructions in the next screen

2.2 SHOPPING CART

Question:How do I use the shopping cart?

Answer:

Step 1:Click on the product

Step 2:Click “add to cart” and select the product color, size, and amount

Step 3:Repeat the above process to add other products to your shopping cart

Step 4:Click on the shopping cart logo in the top right corner

Step 5:Click on “checkout” to purchase the products in your shopping cart

2.3 Deleting items in the shopping cart

Question:How do I delete products in the shopping cart?

Answer:

Step 1:Click on the shopping cart logo in the top right corner

Step 2:Click “edit” in the top right corner

Step 3:Select “delete” to remove a product

3 Searching for a Product

Question:How do I search for products?

Answer:

Step 1:On the Home screen of the app you can use the Search function

Step 2:Enter details about the product you are searching for QUESTION AFTER AN ORDER IS PLACED

4 Awaiting Payment

Question:How do I check for orders waiting to be paid?

Answer:

Step 1:In the “My KiKUU” section click “My orders”

Step 2:Select “pending”

Step3: click on the item and select pay

Step 4: select the payment (network) type and follow the pay process in the drop down

4.1 Transit

Question:How do I check orders in transit?

Answer:

Step 1:In the “My KiKUU” section click “My orders”

Step2:Select “in transit”

4.2 Completed orders

Question:How do I view all my completed orders?

Answer:

Step 1:In the “My KiKUU” section click “My orders”

Step2:Select “completed”

5 Change my order

Question:How do I change my order?

Answer:

There is no way to modify an order, please cancel it and re-order

6 CANCEL AN UNPAID ORDER

Question:How do I cancel an unpaid order?

Answer:

Step 1:In the “My KiKUU” section click “My orders”

Step 2:Select “pending”

Step 3:Select the product and click “cancel”

Step 4:Enter a cancellation reason

6.1 Cancel a paid order

Question:How do I cancel a paid order?

Answer:

Step 1:If the order has not shipped yet, click “Cancel” on the corresponding product

Step 2:Enter a cancellation reason Why has my order been cancelled? • we are sorry your order has been cancelled, • we only cancel items if the supplier is out of stock, • the payment did not meet the 7days deadline, • Our office could not confirm due to a technical fault. • Please give me the order number and let me run a check on it. /:”P *introduce KPay refund to the customer *convince the customer to reorder, or use money to confirm another order

7 Payment types

Question:Which payment methods does KiKUU accept?

We accept MTN, AIRTEL AND VODAFONE MOBILE MONEY PAYMENT, HOWEVER YOU CAN ALSO PAY AND HAVE AN AUTOMAIC CONFIRMATION USING THE K-PAY •

How do I pay using MTN, VODAFONE or AIRTEL Mobile Money?

The payment is not to a number but into the company’s account. After placing the order, the procedures for payment will pop-up on your screen for you to follow. You can also go back to check the procedure anytime by clicking on MY KIKUU at the right bottom corner and then you will see MY ORDER. Under MY ORDER, click on either ALL or PENDING and you’ll see the orders you have placed. With each order, you’ll see PAY, TRACK and CANCEL.

Please click on PAY and the procedure for payment will pop-up for you to follow. • I’m outside Accra, how can I get my items delivered to me? We have agents in all the regional capitals with the who we send the items to. So the agent will call you to pick up your item and pay for the delivery fee (not more than 10GH).

We are working on extending our services all across Ghana. Please bear with us for the time being Return (I want to return an item but I am not in Accra) • We are sorry you had to go through this bad experience with us, please forgive us • Can I please have your order number(check and calculate the time he/she received the product if it meets the 7days deadline) *If item does not meet deadline put customer in subsequent information and address case with your manager *If it meets the deadline: • Please address it to Mr. Mubarak(0557008440) , you can send it to through(VIP, STC or O.A).

He will return it to us and we will treat the refund for you *Follow up on customer to confirm *introduce KPay refund on the phone *refund for customer

• I made payment for an order and it’s been more than 24hours but my order is still awaiting payment. Sorry for any inconvenience, can I have the order number and the transaction ID (found in the message you had back from MTN,VODAFONE OR AIRTEL after payment) so I’ll work on the confirmation for you.

• Can I pick my item up from the office when it arrives? Yes you can be picking your packages from our office. You only have to indicate your address as Kikuu Office. We will call you when it arrive

• I received a package today and I want to return it. How do I go about it? Sorry for any inconvenience caused. Please you have a maximum of 7days to return it to our office for a refund. Our office is located at North Industrial Area, behind the Christ Embassy Church. Popular landmarks to locate us are the O.A bus terminal, Fanmilk latex foam show room , Qualiplast and energy bank – industrial area ,

8 K-pay

Question:What is K-Pay?

Answer:K-Pay is our online wallet where money can be deposited to your KiKUU account. K-Pay can then be used to purchase products on our platform.

8.1 k-pay

Question:How do I open a K-Pay account?

Answer:

Step 1:Click on “K-Pay Balance” in the “My KiKUU” section of the app

Step 2:Click “Activate Now”

Step 3:Enter inyour phone number

Step 4:Click on“Get Code” and wait to receive a code

Step 5:Enter in the code and click activate

8.2 k-pay

Question:How I load my K-Pay balance?

Answer:

Step 1:Click on “K-Pay Balance” in the “My KiKUU” section of the app

Step 2:Click “top up”

Step 3:Select a payment method and enter an amount

Step 4:Click “recharge”

8.3 k-pay code

Question:What should I do if I don’t receive a K-Pay code?

Answer:

Please ensure the phone number you entered is correct if you are still having problems, please contact customer service.

8.4 k-pay

K-Pay payments are immediate and do not require time for confirmation. You also get 5% discount for using the k-pay

8.5 k-pay PIN

What should I do when I forget K-Pay PIN?

Answer:

Step 1:Click on “K-Pay Balance” in the “My KiKUU” section of the app

Step 2:Click “Reset K-Pay PIN”

Step 3:Enter in a new password

Step 4:Click on “Get Code”

Step 5:Enter in the code you receive

Step 6:Click “Reset”

8.6 k-pay balance

Question:I received a message about insufficient balance.

Answer:

The balance on your K-Pay account is not enough to pay for the order.

8.7 K-PAY payment errors

Question:Why did I get a payment error?

Answer:

The balance on your K-Pay account is not enough to pay for the order.

Question:What should I do if I paid for the wrong order number?

Answer:Please contact customer service

3.2 confirmation delay

Question:I’ve made payment, but why hasn’t my order status updated?

Answer:

Confirmation of payment will take some time, please allow up to 24 hours.

Shipping issues

Question:What should I do if my order says delivered, but I haven’t received it?

Answer:

Please contact customer service

Question:How do I modify the shipping address once the order has been paid?

Answer:

Please contact customer service

8.8 Delivery time

Question:How long does it take to receive my order?

Answer:

About 10 working days

8.9 Tracking

Question:How do I track my order?

Answer:

Step 1:In the “My KiKUU” section click “My orders”

Step 2:Click“in transit”

Step 3:Click “track” on the product you would like to follow

8.10 Change in delivery date

Question:Why has my delivery date changed?

Answer:

There has been a delay in logistics so your order could take a bit longer to receive.

RETURN

Question: What can I do if I am unsatisfied with my purchase?

Answer:

Please bring the product to our office and let us arrange a refund for you

After Sale Questions

9 RETURN DEADLINE

Question:What are the conditions to return a product?

Answer:If the product is listed as “7 days hassle free return” you may return it as long as it is in original condition.

10 HOW TO RETURN

Question:How do I return my order?

Answer:

Please bring the product to our offices and our staff will be more than willing to help.

11 REFUND TIME

Question:When can I receive a refund of payment?

Answer:Refunds can take a few days or same day depending on method of payment.

11.1 REFUND MODE

Question:Where will I receive my refund?

Answer:

Refunds will be made to your account, That will be confirmed between you and us 12 ADDRESS TO OFFICE Office Address Our office is located at North Industrial Area, behind the Christ Embassy Church. Popular landmarks to locate us are the O.A bus terminal, Fanmilk latex foam show room , Qualiplast and energy bank – industrial area , Business Hours Office is opened from 8 to 5:30 every Monday to Friday , 9am – 5pm on Saturdays and 12pm – 5pm on Sundays

12.1 SERVICE NUMBERS

Customer Service Numbers We have 4 service lines on the app and 1 complaint line which Is the last number on your app. Please call at any time and we will be happy to help you

 

SOURCE: KiKUU Management

 

Search