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MERCH FAQ
Table 1
Topic
CX/Provider Questions
Solutions
Additional Notes
CX TALKING POINTS
1
Submissions
Can we accept items left outside or in storage?
Kaiyo accepts pre owned furniture that meets our standards for quality. Unfortunately we cannot accept items that have been left outside. We cannot accept items housed in a storage facility, garage hallway, lobby or basement. Please refer to our FAQ on our site for additional information.
2
Category
Do we accept childrens beds?
Kaiyo accepts pre owned furniture that meets our standards for quality. Due to the nature of childrens furniture and recalls, we cannot accept cribs, changing tables or beds with beds with rails. Please refer to our FAQ on our site for additional information.
3
Authentication
Do we authenticate items? How do we name and identify brands?
We do our best to accurately depict every item we receive, but we are not certified authenticators. When buying used furniture, it is important to remember that every item is unique. We rely heavily on our sellers for item information, and while our team makes best efforts to identify any issues or mistakes, we cannot guarantee 100% accuracy given our volume.
4
Category
Do we still accept armoires?
Kaiyo accepts pre-owned furniture that meets our standards for quality and durability. Our marketplace guidelines are constantly updating to meet our customer demand. Unfortunately, armoires are no longer a good fit for our marketplace. Any armoires that are on our site predate the way we operate as company now.
5
Pricing
How are items discounted once live on the site?
Every item is listed for a total of 4 months. Listings generally begin at 30% to 50% off of their original retail value, and continue to be discounted over time using our proprietary pricing algorithm for a maximum discount up to 90%. The level of discount is determined by the condition of the item and how much customer interest we see on site.
6
Pricing
How do we price items?
Kaiyo uses our own proprietary algorithm to determine the fair price for each item in as little time as possible. Initial pricing is set based on the item category, its original value, and our assessment of its condition upon inspection and cleaning. Our pricing is updated almost every day to reflect market data.
7
Ownership
Who owns my pieces once picked up from Kaiyo?
Ownership of your items is transferred to Kaiyo once your pickup appointment has been completed. By providing furniture, you agree to our Provision Agreement. Once we receive your furniture, we clean, photograph, and do our absolute best to maintain and monetize each piece.
8
Submissions
Why was my item rejected for low resale?
Due to our updated guidelines and algorithm, your item was not the right fit for our marketplace at this time.
9
Category
Do we accept trunks?
Due to our current guidelines, for liability reasons we are unable to accept any trunks that lock. Other similar trunk items were accepted at a time that predates our current guidelines.
10
Pricing
Why are two identical items priced differently?
Initial pricing is set based on the item category, its original value, and our assessment of its condition upon inspection and cleaning. Our pricing is updated almost every day to reflect market data. An older item on the site will have a slightly lower price as it has lived longer on our site.
11
Pricing
I see the same item currently on sale on the retailers site, do you honor price matches?
We do not offer price matches. Many retailers will have seasonal or holiday sales and since the pricing is not consistent we price our items at the non-sale price.
second point for this would be that customer will still purchase a great item at a discounted price once the retailers sales are over and don't have to wait for the item to ship or possibly go out of stock
12
Pricing
Provider is upset that there items are being discounted rapidly and is upset they are not advertised better.
Each item's starting price is determined by our algorithm, which looks at the item's brand and condition alongside demand for similar items. Prices are adjusted over time in response to changes in demand. The level of discount is determined by the condition of the item and how much customer interest we see on site. Our website is updated constantly to give all of the pieces we have a chance to sell.
Updated macro to include info from our current FAQ
13
Listings
Can we list the material of the item in the title?
Since we are a resale platform we cannot confirm this type of information. It is our policy not to list materials specifically, as it can cause disputes with purchasing customers.
14
Submissions
Provider submitted an item that they canceled a few months back and resubmitted. The item is no longer passing and has been rejected for low resale.
Due to current demand, this item is unfortunately no longer a good fit for our marketplace.
15
Submissions
Provider has re-submitted a single item from a large order that they canceled. The new order is no longer passing, would we still accept?
Unfortunately, this item is no longer feasible as an individual order. However, if they would like to submit with additional items, the probability of approval may improve alongside other items.
16
Listings
Provider is questioning the brand that there item is listed as. They are asking to update the brand and price. How do we approach?
Based on the research done by our team, we are able to confirm the brand, retailer and price of the item. If the provider has any additional tags, receipts, or any other type of PV we would be too happy to update the listing.
17
Submissions
Provider reaching about a item that was rejected for type however is questioning the rejection based off of what we still have live on our site and would like a reconsideration.
Due to our updated guidelines, liability and safety reasons, we are no longer able to accept such items.
Rejecting for type as no longer safe to handle (excessive finials, etc)
18
Submissions
Provider reaching about a item that was rejected for low resale (no longer a good fit for our marketplace based off the brand) however is questioning the rejection as they see similar items on our site and would like a reconsideration.
Kaiyo is an online marketplace for pre-owned furniture. We're committed to great design, more sustainable planet and provide our customers with pieces that will stand the test of time. In order to meet our current quality standards we only take in items that we are confident can be handled by our white-glove assembly and disassembly process. Our ultimate goal is to rehome furniture that you will love for a lifetime
Rejecting for no longer a good fit for our marketplace (futons, lift top chaise, beds with nightstands attached)
19
Pricing
Potential customer is asking about the credibility of the brand, retailer or price. How do we approach?
We assign brands to the items in our marketplace based on various factors, including both our in-house research and information provided to us by the seller. When buying used furniture, it is important to remember that every item is unique. We rely heavily on our sellers for item information, and while our team makes best efforts to identify any issues or mistakes, we cannot guarantee 100% accuracy given our volume.
20
Submissions
Provider is reaching out for additional information in regards to a rejected item that we have in the same condition on our site and would like additional info as the why it was rejected.
The criteria we use to evaluate items changes dynamically based on market data. Unfortunately an item in this condition is no longer a good fit for our marketplace. Kaiyo uses our own proprietary algorithm to determine the fair price for each item in as little time as possible. Initial pricing is set based on the item category, its original value, and our assessment of its condition upon inspection and cleaning.
Thank you for submitting your items to Kaiyo. We appreciate your effort and interest in our marketplace. After careful evaluation, we regret to inform you that we are unable to accept your items for resale at this time. We understand that this news may be disappointing, and we want to provide you with some insight into the decision. Our team thoroughly assesses each item based on several factors, including quality, market demand, and adherence to our resale guidelines. We value your contribution to our marketplace and want to ensure the best customer and seller experience. If you have any questions or need further clarification regarding our decision, please don't hesitate to reach out to our CX team or refer to our FAQS listed on our website.
21
Pricing
Provider is asking if we can lower the price of an item to sell quicker?
Every item is listed for a minimum of 4 months. Listings generally begin at 30% to 50% off of their original retail value, and continue to be discounted over time using our proprietary pricing algorithm for a maximum discount up to 90%. The level of discount is determined by the condition of the item and how much customer interest we see on site. Our algorithm looks at your item's brand and condition alongside other market data to set its price on Kaiyo. Prices decrease over time to help attract buyers.
22
Submissions
Provider is a regular provider and is upset at rate of items submitting being rejected for low resale.
The criteria we use to evaluate items changes dynamically based on market data. Kaiyo uses our own proprietary algorithm and takes into account our inventory needs. We suggest taking a look at our website to determine whether your item will be a good fit for submission. Our ultimate goal is to rehome furniture that you will love for a lifetime.
Rejecting due to low resale
23
Submissions
Provider is asking why we rejected a faux marble item. Can we reconsider?
Unfortunately we are unable to accept items made of faux marble, stone and concrete. It can present some of the same handling issues as real marble and causes confusion for our customers.
24
Listings
Provider would like items back after being listed on the site for 4 months.
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