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Frequently Asked Questions Whether you’re looking for answers, would like to solve a problem, or just want to let us know how we did, you’ll find many ways to contact us right here! NEW! Jump now on our LiveChat and get live answers from our customer service team. In the meantime, please read our frequently asked questions (FAQ) below to find immediate answers to your questions. General What is Kaymu? Kaymu is Uganda’s largest online marketplace where buyers and sellers meet to make awesome deals. At Kaymu, we pride ourselves in offering the best prices online in Uganda for nearly all items sold ranging from fashion and electronics to jewelry and books. Kaymu is the “one stop shop” for buyers looking for top deals and sellers looking to rock their sales. Why should I choose Kaymu? Kaymu community comprises of millions of genuine buyers and sellers completing thousands of transactions every day. Sellers on Kaymu are based across the country bringing in wide variety of products ranging from fashion and electronics to Jewelries and books offering the best price in the market. As a buyer, whether you are looking for an inexpensive used phone or a brand new laptop, a dress for your wife or an awesome tie for your boyfriend, you can find a selection that works for you with convenient payment methods and reliable product delivery. How does it work? Buying or selling on Kaymu is a simple process. All what you need to do is to register for an account to get started. Simply follow the steps below to complete your registration today! • Click Login/Join button on the right top corner of the homepage. • Click Join us under the new member section. • Fill up the form to complete the registration. I forgot my password? Can I reset it? To retrieve your password click on “Forgot Password?”. You will be asked to fill in and submit your email address. After doing so, you will receive an email which enables you to reset your password. Can I change my email address? Yes. Login to your Kaymu account and click “My Account” located at the right top corner of the homepage. Then click “Account Settings” from the left hand selection of your screen. Finally click “Change Email” located at the bottom right of the page to change your email address. I can’t upload a picture We support JPEG and PNG formats of pictures. The image should be less than 2MB in size. If you are still experiencing a problem, please change your browser and try “Google Chrome” or “Mozilla”. I can’t register on the website Make sure you have filled out all required fields on the registration page. Click on "register" and take a look at the information highlighted in red to be changed or filled. Once the registration form is filled out and submitted, an email notification will be sent to your email account with a link to validate your account. Please access your email to validate your account. If you continue to experience problems, please send your phone number to cs@kaymu.co.ug. We will call you back ASAP and walk you through the registration process. Do I need a separate account to buy or sell? All you need is one account in order to buy and sell. What do you mean by “Fixed Price” listing? Fixed Price listings are listings with a fixed price. The prices of products in this category are non-negotiable. It means that's the best deal the merchant can offer on the item. Is it necessary to give a feedback? Yes, it is. Your feedback helps rate merchants and buyers alike in order to improve your shopping experience. After finalization please provide feedback about the seller to reward the seller if you were satisfied with the purchase and let other buyers know! Kaymu is a community and we depend on each member to make it a vibrant platform Selling How much does it cost to sell on Kaymu? We allow you to list and upload up to 5 products for a duration of 30 days (no listing fee, no commission, it’s all free) in order to let you experience how Kaymu works and how Kaymu can help your business. If you are serious about selling a lot of items, we have a dedicated program for sellers including specific marketing on your products, more traffic through your online store, better product placement, business information on visits and much more. There are very modest fees associated with successful sales that occur as a result of this service. However we are frequently running promotional programs, waiving all commissions for multiple months for select sellers. If you are interested, simply write us at cs@kaymu.co.ug Do I need to register in order to sell on Kaymu? Yes. You need to register for an account before you list a product. Here are the steps to register for an account. • Click Login/Join button on the right top corner of the homepage. • Click Join us under the new member section. • Fill up the form to complete the registration. Once you have registered, please check your email to validate your account by clicking the link in the email. Once you have validated your account, you can start listing products on the site. What is in it for me as a seller? Kaymu enables your business to expand the reach of your business to millions of new customers with nearly one click. Kaymu provides online marketing and a wealth of expertise in online marketing so you can be assured that your online store reaches a whole new set of buyers from across the country. How long can a listing stay on Kaymu? All listings on Kaymu can stay up to a maximum of 30 days depending on your preference. Can I upload images of my product? Yes. When you list a product you will see a section to upload images of the product (right below the description box) where you can upload up to 4 pictures that will be shown with your listing - The pictures should be in PNG and JPEG format and up to maximum size of 2MB li> Can I make changes to my listing? Yes. You will be able to change the following information on an existing listing: • Increase or reduce the number of stocks • Add special pricing for a specific period of time • Extend the listing expiration date of a product. • Cancel a listing. Can I cancel my listing? Yes. However, cancelling your listing automatically removes the item from our product catalogue and your product will not be visible to prospective buyers. When is it necessary to cancel my listing? You should cancel your listing once the product is out of stock. Cancellation of sales due to stocks not available leads to buyer dissatisfaction. Can I include personal contact information in my listings? We do not allow to display any personal information like phone numbers and email address on any listings or shops. But when a purchase is made, we will share the buyer contact details for you to contact the buyer and complete the transaction. How do I know when someone buys my product? We will notify you via email or SMS of any purchases made from your shop including the buyer contact details. We expect you to contact the buyer and complete the transaction (delivery and payment) as soon as possible. Additionally you can also view the number of sales made from the dashboard of your Kaymu account. The dashboard will allow you to monitor and manage your sales made on Kaymu. Can we choose to not pay commission but pay a standard monthly fee? We only accept commission. It is important for us to make sure we only charge you when you benefit from us directly. Therefore a commission is the least risky way to work together, because our goals are aligned: to make you sell more! How do merchants pay their commission? All merchant/seller will pay via a bank transfer. However please contact our Customer Service to be briefed on any commission free promotions running. How does Kaymu know that the transaction actually happened between the buyer and the seller? Kaymu monitors each transaction very closely from the time when a sale is made till the time when it is delivered to ensure that the satisfaction of buyers and sellers are met. We also send frequent communications to buyers and sellers to ensure that the transaction is completed within the shortest possible time. Buyers on Kaymu have high expectations from sellers. Every product purchased is expected to be delivered within 3 to 5 days. Any delay in delivery are also escalated to Kaymu to help sellers fulfill their sales but ultimately each purchase is the responsibility of the seller to the buyer. Buyers can also rate and review a seller based on a transaction. Sellers who are unable to fulfill their sales are rated poorly and sellers who are able to deliver products promptly are rated highly on the site. As a result, Kaymu is always informed on every stages of a transaction Can I sell worldwide?? We do not support worldwide transaction. However Kaymu is based in 16 countries in Africa. You can sell products on multiple Kaymu site if you have a local presence. Buying Is it free? Kaymu is 100% free for buyers. We are here to open you up to a whole new world of possibility. How do I find an item on Kaymu? There are two easy steps to find a product of your choice on Kaymu. If you are not sure of the product to buy or if you simply want to explore the range of items on Kaymu, you can browse the list of categories on the homepage. Then select the subcategory to view multiple products from multiple sellers. Review your search results pages by price, condition of product and item, city and if you see something you're interested in, click on the product name to view more details. If you are sure of a product to buy, simply go to the search box on the homepage, enter a few words describing what you are looking for, and click "Search". A search results page of Kaymu listings will be displayed. Review your search results pages by price, condition of product and item, city and if you see something you're interested in, click on the product name to view more details. How do I buy on Kaymu? Please review the section above to find a product of your choice. Then click on the product name to view more details (price, size, color and condition etc.). Once you are sure to buy, click “Buy from seller” to proceed to the checkout. Review the price and the shipping cost before completing the purchase. Finally, click “Checkout” to place an order with the seller. You will receive a SMS with a code to validate your first purchase. Please put the code in the validation box to confirm your purchase. You will also receive an email with a link. You can either use one of the two method to validate your purchase. Once you have validated your purchase, the seller will contact you to arrange delivery. What you should do? a) Contact the seller b) Arrange delivery or a location and time to pick up c) Meet and pay for the product d) Rate your seller and enjoy your product! - Why do I see different prices for the same product? When will I get my product after I place an order? After you place your order, you will receive a confirmation email. Be proactive, contact the seller and suggest a meeting point and time of pickup or request the item to be delivered at your home or office. The shipping price should be displayed at the time of purchase. If you have any issue contacting the seller, let us know by writing to us at cs@kaymu.co.ug How much do I pay for shipping? This is largely dependent on your negotiation with the seller. Most times, charge is applied based on order weight and shipping address. The shipping price should be displayed on the listing and at the time of purchase. If it is not, make sure you discuss the amount to be paid for shipping before you make the purchase to avoid any surprises. If I order from Kaymu, will I get my items delivered to me? Many sellers on Kaymu are able to deliver nationwide using reputed delivery companies. Please review the shipping cost before you make the purchase. Some transaction might require prepayment for the product if the seller is not in the same region of residence. Any prepayment should be paid into Kaymu Safepay account. Kaymu will not guarantee delivery of products if prepayment is made outside the Kaymu Safepay account. Can I meet the seller and pick up my item? Yes. Kaymu encourages you to pick up the item for the following reasons: a) It is safe. You can inspect the product before you hand over the money b) It is for free. You don’t have to pay for delivery c) It is quick. Contact the seller and ask him when you can come along and pick up. How do I make payment? There are three typical ways to pay : Pay on Local Pickup: This means you and the seller meet and then you pay for the item at the point of exchange. This will give you the opportunity to inspect the item before handing over the money. Are your prices negotiable? Prices are fixed and non-negotiable. Who do I buy my products from? All items sold on our website are being sold by third parties. Merchants and private individuals who post their listings and are responsible for pictures and descriptions. However, we are screening sellers and listings constantly in an effort to ensure only serious sellers use our website. To make sure your purchase is a great success; look out for sellers with a) Positive feedback (above 95% positive is considered good) from previous sellers or b) Silver, Gold or Platinum badges that indicate strong seller history A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is the nature of the Kaymu marketplace, where different sellers compete for your order. Cash on Delivery: This means you have requested the delivery service to come to you with the item. This will give you the opportunity to inspect the item before handing over the money. Kaymu Safepay: This means you first pay Kaymu and then we hold payment from the seller until you have satisfactorily received your purchase. This is a secured payment method unique to Kaymu in Uganda. It protects buyers from fraud. Some transaction may require you to prepay. This payment should be made to the Kaymu bank account. We will instruct the seller to dispatch the item for delivery. The seller is only paid when the item is delivered to you. This is a guarantee that you either get the product delivered or get your money back Any Fraud Queries We place all our efforts in providing you with the safest possible online buying and selling experience. Here are some more tips to keep you safe while on Kaymu: • What are the things that potentially fraudulent sellers do? - • Sell an expensive popular item at a suspiciously low price. - • Tell you to transfer money when they're not willing to allow you see the product - • Not being up front about the authenticity of items for sale. - • Repeatedly fail to answer phone calls and email. - • Continuously provide excuses about why you haven't received an item. What should I do if I suspect a fraud seller/buyer? Feel free to contact us at cs@kaymu.co.ug, and email, and we will confirm the authenticity of the product/listings and the merchant/vendor. How can I avoid a fraud? We strongly urge all our buyers to use Kaymu Safepay for their transactions. Other tips to stay safe when buying on Kaymu: - Know what you are buying. - It is important you compare prices. Remember, if the price looks too good to be true, it probably is. In particular, be careful when purchasing high-tech goods, especially when prices are far below retail. Certain high-end items such as tablets, mobile phones, and notebook computers are likely targets for scammers. - Use a payment method with fraud protection.
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Pomoć i često postavljena pitanja Trebate pomoć? Naš tim je ovdje da bi vam pomogao i da biste uživali na Kaymuu te da bi odgovorili na sva pitanja koja imate. Ispod možete pronaći listu svih najčešće postavljenih pitanja. Slobodno nam se javite na [email protected] ili telefonom na 38515520650. Naš tim za korisničku podršku čeka vaša pitanja i sugestije. NOVO! Otvorite LiveChat i postavite pitanja na koja ćete isti trenutak dobiti odgovor. U međuvremenu, molimo vas pročitajte često postavljena pitanja i pronađite odgovor na svoje pitanje. Općenito - Što je Kaymu? Kaymu je hrvatska najveća online trgovina gdje možete kupovati, prodavati sve od mode, elektronike do nakita i knjiga. - Zašto bi trebao odabrati Kaymu? Kaymu vas spaja sa tisućama kupaca i prodavača diljem Hrvatske. Možete naći pouzdane trgovce sa odličnim cijenama, možete i usporediti cijene u trgovinama u vašoj blizini. Na kraju, možete i prodati svoje stare stvari i zaraditi novac. - Kako sve funkcionira? Jako je jednostavno koristiti Kaymu, sve što trebate je registrirati se. Gumb za registraciju pronaći ćete u gornjem desnom uglu web stranice. Popunite sva tražena polja s točnim podacima. Automatski ćete dobiti e-mail, pomno provjerite kontakt informacije i potvrdite. Sada možete početi sa prodajom i kupovinom na Kaymu. - Trebam li se registrirati da bi koristio Kaymu? Da bi kupovali ili prodavili trebate se registrirati. Najbitnije je da je registracija na Kaymu besplatna i vrlo jednostavna: - Kliknite na "Registriraj se" gumb i trebat ćete upisati osnovne informacije o sebi. - Dobit ćete e-mail za potvrdu računa u kojem trebate kliknuti na poveznicu i to znači da ste se registrirali na Kaymu! - Je li Kaymu besplatan? Za kupca, Kaymu je u potpunosti besplatan. Za prodavače, oglašavanje je besplatno, ali od svake prodaje trebaju platiti malu proviziju - Zaboravio sam svoju lozinku. Mogu li je resetirati? Ovako ćete vratiti lozinku. Kliknite na "zaboravio sam svoju lozinku" gumb. To će vas odvesti na stranicu gdje trebate upisati svoju e-mail adresu. Kliknite podnesi i dobit ćete e-mail sa poveznicom za reset lozinke. - Mogu li promijeniti e-mail adresu? Možete. Trebate se samo prijaviti i otvoriti će vam se upravljačka ploča računa. Pronađite kućicu s vašim informacijama, kliknite na promijeni mail i upišite novi. To je to. - Ne mogu postaviti sliku Stranica podržava JPEG i PNG format slike. Ako imate problema pokušajte promjeniti browser u "Google Chrome" ili "Mozillu". - Ne mogu se registrirati na stranici Provjerite jeste li upisali sve potrebne podatke. Kliknite na registriraj me i provjerite crveno označena polja da bi dovršili registraciju. Kada ih popunite dobit ćete e-mail sa poveznicom preko koje ćete potvrditi račun. Ako još uvijek imate problema pošaljite nam svoj broj telefona na [email protected] Nazvat ćemo vas što je prije moguće i pomoći vam u rješavanju problema. - Trebam li odvojeno račune za kupnju i prodaju? Sve što trebate je jedan račun. Sa njim možete kupovati i prodavati. - Što znače oglasi s fiksnom cijenom? To su oglasi sa fiksnom cijenom. Ne možete pregovarati o cijeni proizvoda. - Što su posebno svrstani oglasi? To su oglasi u kojima možete sa prodavačem pregovarati o cijeni, iako prodavač već ima istaknutu fiksnu cijenu. Npr, trebate ponuditi neki maksimalni iznos za koji želite kupiti taj proizvod. - Je li potrebno pisati osvrt? Vaše mišljenje pomaže trgovcima i Kaymu u njigovom rangiranju te će ostali kupci znati tko je dobar trgovac. Prodaja - Trebam li se registrirati da bi prodavao na Kaymu? Trebate se registrirati da bi oglašavali svoje proizvode. U gornjem desnom uglu web stranice pronaći ćete "registriraj se" gumb i kliknite na njega te popunite sve potrebne informacije. Dobit ćete mail u kojem se nalazai poveznicu za potvrdu računa i spremni ste za prodaju svojih proizvoda. - Što dobro dobivam od kao prodavač na Kaymu? Ovdje se nalazi puno prilika. Sa velikim marketinškim budžetom i puno iskustva u online marketingu, možemo vam pomoći da poboljšate svoju prodaju. Suradnja s nama je u potpunosti bez rizika, jer proviziju plaćate samo na proizvode prodane kod nas. - Koliko dugo oglas ostaje aktivan na Kaymu? Oglas možete biti aktivan od 1 dana do 30 dana. Također možete i produžiti rok prema svojim željama. - Mogu li staviti i slike svojih prizvoda? Na stranici oglasa vidjet ćete sekciju nazvanu 'postavi neke slike' (odmah ispod kućice za opis) gdje možete postaviti do 4 slike koje će se prikazivati. - Provjerite da su te slike u PNG ili JPEG formatu. - Mogu li mijenjati svoj oglas? Jedino što možete mijenjati je dostupna količina proizvoda. Ako trebate neke druge promjene kao npr promjena slike ili opisa, kontaktirajte našu podršku i oni će vam rado pomoći. Jednom kada sve izmjenite, promjene će odmah biti vidljive. - Mogu li otkazati oglas? To znači da se vaš proizvod briše sa popisa svih proizvoda i više nije dostupan kupcima da ga vide. - Kada je potrebno otkazati oglas? Trebali bi ga otkazati kada ga rasprodate, kako nebi zavaravali kupce. - Mogu li staviti svoje osobne informacije u oglas? Ne smijete stavljati svoj broj mobitela ili e-mail u oglas. Kada se kupac zainteresira za vaš proizvod mi ćemo mu odmah poslati vaše kontakt informacije. - Kako znam da je netko kupio moj proizvod? Kada netko nešto naruči preko naše web stranice, mi ćemo vas direktno infomirati o kupovini e-mailom s podacima kupca. Od vas se očekuje da ćete kontaktirati kupca i zaključiti prodaju. Na upravljačkoj ploči vašeg Kaymu računa možete vidjeti koliko ste proizvoda prodali.. - Mogu li birati način obavještavanja o prodaji mojeg proizvoda na Kaymu? Možete, možete birati između SMS-a i e-maila sa detaljima narudžbe. - Možemo li odabrati da plaćamo mjesečnu naknadu umjesto provizije pri svakoj kupovini? Mi uzimamo proviziju. Vrlo je važno da nam novce date tek kad ćete imati koristi od nas. Stoga je rad sa provizijama puno sigurniji način suradnje, jer su nam ciljevi jednaki. - Što Kaymu ima od toga? Naš cilj poboljšati je vašu prodaju. Za svaku prodaju, mi dobijemo proviziju. - Kako trgovci plaćaju proviziju? Svi trgovci je plaćaju bankarskim transakcijama. - Kako Kaymu zna da se dogodila transakcija između kupca i prodavača? Kada kupac pritisne kupi gumb na Kaymu, šalje se email kupcu, također i prodavaču da ih se obavijesti o transakciji. - Prodavač kontaktira kupca o preuzimanju. - Nakon 7 dana Kaymu traži osvrt kupca i prodavača o toj transakciji. - Pozitivan osvrt kupca znači da je transakcija obavljena uspješno. Ako je negativno, znamo da se nije dogodila. Ako nema osvrta, pitat ćemo trgovca je li kupac zbilja došao i preuzeo svoj naručeni proizvod. - Mogu li prodavati u svijetu? Naša web stranica podržava samo trgovinu u Hrvatskoj iz sigurnosnih razloga. Kupovina - Kako kupujem na Kaymu? Pronađite proizvod koji želite kupiti, jednom kada ga odaberete, ako je proizvod po: fiksnoj cijeni: kupite proizvod odmah po navedenoj cijeni pregovorljiva cijena: kontaktirajte prodavača direktno i pregovarajte! Jednom kada kupite željeni proizvod, dobit ćete email sa informacijama o narudžbi i podacima za kontakt prodavača. a) Kontaktirajte prodavača b) Dogovorite lokaciju i vrijeme preuzimanja c) Dođite, platite i preuzmite proizvod. - Kako pronalazim proizvode na Kaymu? Možete pretraživati po oglasima ako niste sigurni što točno tražite, ili ako želite vidjeti cjelokupnu ponudu u kategoriji. Kliknite na kategorije i pretražujte po podkategorijama. Ako vidite proizvod za koji ste zainteresirani samo kliknite na naslov. Također možete tražiti proizvode po par specifičnih riječi. U tom slučaju, idite na kućicu za pretraživanje, upišite par riječi koje opisuju proizvod, odaberite kategoriju i pritisnite traži. Otvoriti će vam se stranica sa rezultatima pretrage. Filtrirajte i pregledajte rezultate po cijeni, gradu i ako vidite nešto što vas zanima pritisnite na naslov. - Kada ću dobiti proizvod koji sam naručio? Nakon što naručite, dobiti ćete email sa potvrdom narudžbe. Budite proaktivni, kontaktirajte prodavača i predložite mjesto nalaženja i vrijeme za preuzimanje. S tim ćete osigurati da dobijete svoj proizvod što je prije moguće. Normalno, inače tom procesu treba 2-4 dana. Ako imate problema sa kontaktom s prodavačem, javite nam: [email protected] - Koliko plaćam poštarinu? To najviše ovisi o dogovoru s prodavačem. Najčešće, cijena poštarine se računa prema masi i adresi na koju se dostavlja. Budite sigurni da ste dogovorili cijenu poštarine prije nego pritisnete "Kupi sada" da bi izbjegli iznenađenja kasnije. Da bi bili sigurniji, preporučamo vam metodu plaćanja pouzeću proizvoda. - Ako naručim na Kaymu, hoće li naručeni proizvodi biti dostavljeni do mene? // Molimo kontaktirajte prodavača prije nego što izvršite kupovinu. Hoće ako je voljan dostaviti do vas. Pitajte koliko bi koštala poštarina da bi izbjegli probleme kasnije. Nemojte slati novce prije nego vidite proizvod koji ste naručili! - Mogu li se ja naći sa prodavačem i sam preuzmem svoje naručene proizvode? To je vaš odabir. Postoje tri razloga zašto je to bolje: a) sigurno je. Možete pregledati proizvod prije nego ga platite b) besplatno je. Nemorate plaćati dostavu c) brzo je. Kontaktirajte prodavača i recite mu da možete doći i pokupiti naručeno. - Kako plaćam? Kaymu trenutno nudi jedan sigurni i lagani način plaćanja. Plaćanje prilikom preuzimanja. To vam daje mogućnost pregleda kupljenih artikala prije nego ih platite. - Mogu li pregovarati cijeni? Za proizvode s "fiksnom cijenom" cijena je fiksna te morate platiti koliko trgovac traži. Za posebno označene oglase možete pitati prodavača želi li prodati taj proizvod za manju cijenu. - // Od koga kupujem proizvode? // Svi proizvodi prodani na našoj web stranici prodaju se od treće strane. Trgovci i privatne osobe koji stavljaj oglase su odgovorni za slike i opise. Ipak, mi provjeravamo sve kupce i prodavače da bi osigurali samo pouzdane osobe da trguju na našoj stranici. Da bi bili sigurno da će sve proći odlično, tražite prodavače sa a) pozitivnim osvrtima (iznad 95% + se smartra odličnim) ili b) našom oznakom pouzdani prodavač! O prevarama - Koje stvari rade potencijalni prevaranti? - Prodaju popularni poznati predmet po vrlo niskoj cijeni. - Nije otvoren u razgovorima o proizvodu. - Ne odgovara na mailove ili pozive. - Stalo smišlja isprike zašto nije dobio proizvod. - Što da radim kad sumnjam na nekog da je varalica? Slobodno nas kontaktirajte na [email protected] i mi ćemo vas obavijestiti o proizvodu. - Kako izbjeći prevaru? Jedan način je da sami preuzmete naručene artikle - tada ih možete sami provjeriti ili da se nađete s Prodavačem i platite mu kada preuzmete robu ili kad vam istu dostave. Ovo je najsigurniji način za obavljanje transakcije. Drugi načini su: - Znajte što kupujete! - Bitno je usporediti cijene. Sjetite se da, ako cijena izgleda preniska da bi bila istina, obično to i je. Posebno budite pažljivi kad je u pitanju tehnologija, pogotovo kada su cijene manje nego maloprodajne. Uređaji kao tableti, mobiteli i notebookovi su dobre mete prevaranata. - Koristite plaćanje metodom koja ima zaštitu od prevare.