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Help Center
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Our Help Center will share the most frequently asked questions to help you out. You can also contact us for support if your questions are not here.
Frequently Asked Questions
Updated on 15 May 2024
GETTING STARTED WITH KOUNSELLY AS BUYERS/LEARNERS
Who should register as Buyers/Learners on Kounselly platform?
Buyers/Learners on Kounselly platform will buy services and courses. Therefore, anyone can be Buyers/Learners on Kounselly platform.
Buyers on our Kounselly Consult platform mostly are:
Learners on Kounselly Learn platform mostly are:
- Entrepreneurs who need support, consultation, coaching, mentoring, training, and knowledge from Experts on entrepreneurship and business management such as business plans, product development, go-to-market strategy, fundraising, etc.
- Small and Medium Businesses who need support, coaching, mentoring, training, and knowledge from Experts in the field they do not have expertise in, such as strategy, transformation, change, and innovation management to bridge their skill gaps.
- Businesses who are looking for cost-optimized solutions in human resource management (i.e. hiring full-time employees vs. hiring part-time and freelance workers for the project- and service-based jobs).
- Businesses that lack experts or workers with rare, and high-demanding skills, and can not compete in the labor market to attract and retain talent.
- Young entrepreneurs who would like to study entrepreneurship and business management but do not have time or budget to join professional and/or BA, MBA courses.
- Students and junior employees with tight budget who are interested in entrepreneurship and business management and would love to become learners on our platform to upgrade their soft and hard skills for career growth.
- Junior employees, and Senior employees who want to reskill for job change but have tight work schedules for long-term courses.
- Businesses who would love to train their employees through short but effective and concentrated courses for time and cost efficiency.
How can Buyers/Learners become Sellers/ Instructors on Kounselly platform?
Upon registration, you become our Buyers/Learners by default. To become Sellers/ Instructors, you click on the link “Apply to Become a Seller” on our Kounselly Consult site, or “Apply to Become an Instructor” on our Kounselly Learn site, which is located on the Site’s header menu after you log into your account as Buyers/Learners. You will be directed to the registration page.
Please note that, if you are a Seller on our Kounselly Consult Marketplace, we still require you to apply to become an instructor on our Kounselly Learn Marketplace because the quality and requirements to be an Instructor on our Site are higher.
What makes Kounselly different from other consulting services?
- Efficiency in Cost and Time: Since Kounselly is a marketplace, over time, there will be more and more services and courses provided on the marketplace with a diversity of sellers/instructors, a variety of fields, and prices, helping buyers/learners easily choose what best suit them for cost and time efficiency.
- Flexibility: With Kounselly Consulting Marketplace, buyers can choose from multiple types of services such as fixed-price services, time-based priced services, packaged services, milestone-based services, or one-on-one mentoring services. They can also enjoy services in a variety of fields which are provided by a diversity of sellers including specialists, workers with rare skills, experts, or businesses.
- 100% satisfaction: We protect your payment 100%. As a Buyer, your orders will be worked on according to your requirements, or you will be refunded. As a Seller, if your work has been done well as your description and on time, you will surely get paid. Having Dispute? We help you solve it with a fair and transparent process to protect your right.
- Convenience: You can buy and manage your service orders, learn and track your progress as well as getting a certificate with just a few clicks.
- Transparency: All costs are disclosed. No hidden ones. The amount you see when placing an order is the total amount you will pay.
How can Kounselly support us, as Entrepreneurs and Businesses?
Kounselly is a platform to connect Entrepreneurs and Businesses with Experts, Consultants, and skilled workers so that you can seek advice and/or fill your skill gap in a short time and at your affordability.
The benefits you will get from using the Kounselly Platform are:
- Finding the Experts, Consultants and skilled workers to help solve your business problems or your skill shortage quickly and affordably
- Meet all your needs for seeking help and hiring freelancers: doing the job for you or solving the problems, finding courses and mentors, and seeking information, knowledge, and advice with just a few clicks, conveniently and securely, all in one place, anytime and anywhere.
- You have multiple options to choose from, from the service package, and type of courses to price options to meet your needs and affordability, and can flexibly engage with our platform in any way that you want, without limits.
- Ensure your satisfaction with the purchases that you make
Which information do I need to provide at registration? Why? and How does Kounselly keep and use this information?
We will require basic information about you at registration only.
This information is kept in our secured database under our Privacy Policy, encrypted in transit, and used as mentioned above.
Your sensitive information including your Name, Email address and Phone number will not be revealed and sent to any third parties except those mentioned in our Privacy Policy such as our service partners and the competent Governmental Authorities if required under our Applicable Law. Please note that we DO NOT SELL YOUR INFORMATION to any third parties.
At registration, you need to provide us with the following information:
- First name and Last name:
- To serve our purpose to build a trustworthy expert community and network
- By registering and placing an order on our platform, you are entering a service contract between you and us, and between seller and buyer, your name will be necessary for Kounselly to manage this purpose.
- Username: to show in your profile and for logging in.
- Email address:
- For logging in
- For email verification purposes.
- For communication and notification receipt
- Phone number:
- For phone verification purposes.
- To receive all notifications such as communication from other members, new requests, etc.
- Your country: you should fill in your residing country for us to display appropriate content to you, including languages, currency, and payment methods.
Do I have to pay any fees for making orders on the Kounselly platform?
Kounselly will charge you a processing fee on your order value, depending on the type of payment you choose at checkout.
Why do we charge a processing fee?
As the name states, this is the cost the payment processing providers charge us to process your order payment.
How does Kounselly ensure the quality of Sellers?
Kounselly is an E-Commerce marketplace open to all individuals and organizations who wish to provide services and courses on our platform. However, you can use the following factors to determine and compare the quality and level of the sellers/instructors on our platform:
- Verified vs Unverified Sellers/Instructors: Verified Sellers/Instructors will be more trustworthy because to become a verified seller/instructor (who has a tick-in-green badge on avatar) on Kounselly, Sellers/Instructors need to submit and get our verification:
- Through their Tax ID Number
- Through their ID if they are individuals, or their Business Registration Certificate and Business ID Number if they are organizations.
- In some cases, if users have a LinkedIn account and connect with us, we will verify them through their LinkedIn account.
- There are 4 levels of sellers on Kounselly, upgrading from low to high level, including Associate, Professional, Master, and Partner, and you can discover their differences here.
GETTING STARTED WITH KOUNSELLY AS SELLERS/INSTRUCTORS
Who should register as Sellers/Instructors on the Kounselly platform?
Sellers/ Instructors on the Kounselly platform will provide services, courses, and mentorship/ coaching to Buyers/ Learners.
If you have Expertise and skills in any field of business, business management, entrepreneurship, or rare and high- demanding skills that would be useful to the Company, you can become Kounselly’s Sellers/Instructors with that Expertise and skills.
Sellers on our Kounselly Consult platform mostly are:
Instructors on our Kounselly Learn platform mostly are:
- Management Consultants who want to get more customers
- Experts in any field of business and business management (from Strategy to Operation, Finance, Marketing, HRM, and IT) who would like to support businesses and individuals and make your work more meaningful through sharing.
- Businesses that provide services in any field of business and business management (such as Strategy and Business Operation Consulting Providers, Finance Management service providers, Marketing agencies, HRM service providers, and IT service providers), that would look for additional distribution channels to extend their customer base.
- Skilled workers in any business field who want to extend their work to other companies and diversify their skills and industry knowledge.
- Workers and Experts with rare and high-demanding skills who are willing to extend their work to support other businesses in need.
- Startup Advisors/ Serial Entrepreneurs who would like to share their experience and skills to support other entrepreneurs, increase influence and make more meaningful contributions to the startup community.
- Investment, M&A, and Business Valuation Advisors who would like to share their expertise to support startups and businesses in calculating the market value of their business.
- Fund-raising advisors who would like to share their expertise to support startups in raising funds and deal documents.
- Experts/ Trainers with at least 5 years of experience in any field of business, business management, IT, entrepreneurship, and skill development can become Instructors on our Kounselly Learn platform.
What should I do if I want to become a Seller/Instructor on the Kounselly platform but cannot find suitable service/course categories for my Expertise?
Our service and course categories will evolve over time, depending on our Sellers’ and Instructors’ expertise and the services/courses that you can offer. Therefore, if you cannot find a suitable service/course category for you, just contact us and we will discuss it with you.
For the full list of our current services/courses, visit our service categories and course list page.
How can Kounselly support Experts and Consultants?
Kounselly is a marketplace, therefore, we help you connect with and access buyers/learners and followers to increase your income and reputation.
The benefits you will get from using the Kounselly Platform are:
- Competitive site fee which will be reduced with the increase of your level and order value, helping you gain higher income
- Multiple ways to earn money to increase your income: selling services, selling courses, writing articles for Kounselly Insight Magazine, performance-based reward and profit-sharing programs for top contributors, etc.
- Multiple ways to engage with our platform to increase your reputation and influence: reviewing and feedback from buyers for your service and courses, a magazine for you to share and show your knowledge and experience, and a Q&A platform for you to extend your influence by giving others advice to solve their problems.
- All your needs can be done with just a few clicks conveniently and securely, all in one place, any time, and anywhere.
- For those who have work-family responsibility conflicts or health issues, our platform will give you opportunities to have more control over your working time to have a better work-life balance.
Which information do I need to provide at registration? Why? and How does Kounselly keep and use this information?
We will require basic information about you at registration only. But for those who register as Sellers/Instructors, we may require more information if you want to become verified users to increase your trustworthiness and reputation, to decide your starting Expert level, and to meet the requirements of our Applicable Law.
Information that you need to provide to become a verified Sellers and an Instructors:
Please note that if we can not verify your information, we may ask for additional information from you to serve our verification process.
This information is kept in our secured database under our Privacy Policy, encrypted in transit, and used as mentioned above.
Your sensitive information including your name, Email address, Phone number, Tax ID Number, or National Card/Passport ID Number, etc. will not be revealed and sent to any third parties except the Governmental Authorities if required under our Applicable Law and any parties that we mentioned in our Privacy Policy if any. Please note that we DO NOT SELL YOUR INFORMATION to any third parties.
At registration, you need to provide us with the following information:
- First and Last name:
- As required by our Applicable Law for Sellers on Online Marketplace (Decree 91/2022/ND-CP)
- To serve our purpose to build a trustworthy expert community and network
- By registering and placing an order on our platform, you are entering a service contract between you and us, and between seller and buyer, your name will be necessary for Kounselly to manage this purpose.
- Username: to show in your profile and for logging in.
- Email address:
- For logging in
- For email verification purposes.
- For communication and notification receipt
- Phone number:
- For phone verification purposes.
- To receive all notifications such as communication from other members, new requests, etc.
- Required by our Applicable Law for Sellers on Online Marketplace (Decree 91/2022/ND-CP)
- Your country: you should fill in your residing country for us to display appropriate content to you, including languages, currency, and payment methods.
- Information that you need to provide to become verified Sellers/Instructors (as guided in Decree 91/2022/ND-CP for sellers on online marketplace platform). You will be approved as unverified Sellers/Instructors if you leave this information blank.
- Your address: As required by our Applicable Law for Tax purposes
- If you are a business: The VAT ID Number/ Business Tax Number/ Business Registration Number of your company. This is required by our Applicable Law for Tax purposes and for our verification purposes to ensure the business registered is legal.
- If you are an individual: Your Personal Income Tax ID Number, and your National ID Card Number or Passport ID Number. This is required by our Applicable Law for Tax purposes and for verification purposes to ensure the person registered is identifiable.
- Your Linkedin account connection (not compulsory): to verify your expertise and Expert level
- Information that you need to provide to become an Instructor/ Seller, besides the information mentioned above:
- Your Education
- Your Work Experience
How long will it take for my application to become a Seller/Instructor to be confirmed?
The processing time for becoming a seller/instructor is up to 3 working days from the date of receiving your information. If your application is incomplete or we are unable to verify the information, your application will be rejected. Therefore, please ensure that you provide the correct and sufficient information and documents that we require to speed up the process.
What are the Sellers’ levels on Kounselly Consulting Marketplace? What are the fees, limitations, and benefits of the seller at each level? And how to be upgraded to a higher level?
There are 4 levels of Sellers to show the differences in their expertise and seniority on our platform, which will determine the fees and the benefits they will get
To learn more about fees, limitations, and benefits of the seller at each level, please visit this link.
- Associate (Level 0): You often start with this Level as a New Seller once you join us
- Professional (Level 1): There are 3 paths to this level
- Automatically upgraded after achieving our requirements in revenue and rating for the level
- By passing our fast-tracked system run periodically
- Manually assigned by us
- Master (Level 2): There are 3 paths similar to Level 1. For fast track and business applications, which level you will be assigned will be determined solely by us based on your experience and reputation.
- Partner (Level 3): Only manually appointed by us for a limited number of sellers who meet our requirements in terms of expertise and reputation in the industry.
SECURITY
How safe and secure Kounselly platform is?
Kounselly implements all reasonable activities and procedures within our capabilities to keep our system safe and secure.
These are technical protocols and activities that we applied to ensure the safety and security of our platform:
- HTTPS and SSL certificate to encrypt data in transit
- Strong Passwords, 2-Factor Authentication, Limit Login attempts
- Frequently update our software and plugins
- Record User Access and Administrative Privileges
- Backup website frequently
- Using a secured hosting server with the following security measures:
- Method to prevent hacking before hackers can create damage to the site.
- Software to protect data
- Increased DDoS protection
- Web hosting firewall
- Brute Force Defense
- Virus scanning
- Server Hardening
- 24/7/365 Security monitoring
- Regular vulnerability scans and pen testing
- CISSP – Certified Information Systems Security Professional
- CRISC – Certified in Risk and Information Systems Control
- GCFA – GIAC Certified Forensic Analyst
- GCED – GIAC Certified Enterprise Defender
- CEH – Certified Ethical Hacker
- CHFI – Certified Hacking Forensic Investigator
- CCSP – Certified Cloud Security Professional
- CCSK – Certificate of Cloud Security Knowledge
COPYRIGHT PROTECTION
How is the copyright of my course protected?
Kounselly implements all reasonable activities and procedures within our capabilities to keep your course content protected.
These are how your course content is protected on our platform:
- No text copying
- No video and image downloading
- No user account sharing
USER GUIDE
Want to know how to use our website and its functionalities? You can find our complete guide here.
How can I set up my preferred language for the website?
When you open the kounselly.com website, there will be a popup window to ask you to select your preferred languages.
Otherwise, you can select language on your right-hand side, at the top of the page, next to the “Register” button on your logged-out homepage, or next to your avatar on the header of your logged-in homepage.
How can I use the functionalities of the platform?
You can find our guide on registering, ordering, and payment process here.
How can I set up an outstanding profile?
After becoming a Seller on Kounselly platform, be sure to have all the following information on your user profile page:
- Avatar: A profile with an avatar will increase your trustworthiness and reliability
- Tagline: Create a tagline for buyers to understand you
- Describe your outstanding skills, expertise, and projects briefly so that buyers will know the capabilities and the services you can provide them with
- Describe the languages you can use and your proficiency level so buyers will know if you can communicate with them and provide services for their needs.
- Do not forget to highlight your skills, especially the relevant ones for your services. Buyers will scan your skills to see if you can meet their requirements. And if your skills have the votes of buyers, it will sell more than you can imagine. So be sure to include your relevant skills in your service tags. This will help you get votes from buyers with their reviews and ratings once your service is completed.
- For some services and jobs, you may need certain certificates to show your level of expertise. So if you have them, list them in your profile.
- Portfolio: the real work and projects that you have done will speak more than any description or list of skills or experience. So if you have any things to show, don’t forget to attach them to your profile.
- Any profile will not be complete without your background, so list your education and experience.
- Besides, reviews and feedback from your clients are valuable sources of reference for prospective ones. Thus, be sure to provide good services to your clients, not only the delivered work but also the communications with them, so that you will get good ratings and reviews from them.
A good and outstanding profile will bring you more value than you can imagine. Thus never treat it lightly.
What is the “unresponsive” label on Seller’s profile?
An unresponsive Label will appear on Sellers’ public profile when the Sellers do not respond to 3+ consecutive paid orders (i.e. neither accept nor decline the paid offers). This indicates that the Sellers may not be always online or active on our platform.
- If you are a Buyer, make sure you always view Seller’s public profile to see if he/she has this “unresponsive” label or not. If he/she has, make sure to contact him/her first, before placing the order, to ensure that the Seller can be available for your service.
- If you are a Seller, make sure to check your email, notifications, and messages on the Kounselly platform frequently and respond to paid orders for your service. Being labeled as “unresponsive’ may take your prospective clients away from your business.
Why is my account banned?
Your account will be banned in the following situations:
- We found you have languages and actions, which are against our Terms of Service, illegal, or inappropriate with the community and societal standards.
- We receive reports from other users for your message, request, service post, or your account.
- Have languages or send/distribute photos/videos/links that are labeled 18+
- Have languages or actions that are threatening, defaming, offensive, or discriminating.
- Have harassment languages or actions
- Have languages or actions that are violent, villainous, or impolite
- Pretend to be someone/ fake accounts
- Sharing inappropriate things, including but not limited to viruses, malware, and codes that will damage other users’ and our computer and data system, or enable data hacking, and identity theft
- Spam
- Provoke or urge suicide activities or self-hurting
- Provoke or call for violent actions, hostility, commotions, war, anti-government propaganda, or the like.
- Sell or request inappropriate, unacceptable, illegal, and unauthorized services
- Ask other users to communicate and exchange services outside of our platform or move to other platforms.
- Other languages and actions that are illegal or inappropriate with community and societal standards or against our terms of service.
How can I report a user with inappropriate language or actions?
You can report a user for his/her inappropriate language or actions as follows:
- Report the user’s message: you can find the button “report message” in all messages you receive.
- Report services or requests: the button to report is right under the price – “report this service” or “report this request”
- Report users: go to the user’s public profile, and you will find the word “report” in red color on the top left-hand side of the user’s avatar.
ORDER AND TRANSACTIONS
You will find frequently asked questions about making orders and managing transactions here.
FOR BUYERS
How can I ensure my information and documents (including those that are disclosed for the order implementation) are not disclosed to third parties?
We protect your information and documents on 3 levels:
- Privacy policy
- We are committed to using your information only for activities on our website in accordance with our privacy policy.
- We do not sell your data and information to any other third parties.
- A Secured System: We always try our best in our capabilities to ensure the safety and security of our system and platform. However, we all understand that ensuring information, data, and system to be 100% secured is impossible these days, even the most secured systems of big firms. Therefore, we cannot guarantee 100% that our system is free of vulnerabilities, but we will try our best by applying security measures as mentioned in the Security section below.
- Operation Regulations, Terms of Service, Code of Conduct, and Service Contract: When registering to use our service, users must comply with our operation regulations, terms of service, and ethical standards. For Sellers and Instructors, they will also be bound by the Service Contract with us. We have terms that bind the sellers to keep confidential the information and documents provided by the buyers before, during, and after the service is deployed. However, if the information you provide is sensitive and important, we recommend that you ask the sellers to sign a Non-Disclosure Agreement (NDA) before making this information available to them.
How many times can I (as a Buyer) request Sellers to modify the delivered work?
For each order, you can request modifications up to 3 times unless it is stated otherwise on the service page or you buy additional modifications.
Does the amount I pay for the service include VAT/Sales tax? What happens if I need the VAT invoices for my purchase for the accounting records?
The amount you pay is final from your end. So it is assumed to include VAT/Sales Tax. However, we recommend you read the service description clearly to check this and contact the Sellers before purchasing to ask about VAT tax and VAT invoice issuance in case you need the VAT invoices for accounting records.
In case you need VAT Invoices for recording your purchase, there are 3 scenarios :
- Institutional Sellers: Since the price is final, including VAT, the Sellers should issue the VAT invoice for you. You should contact the Sellers before making the purchase to ensure this.
- Individual/Household Sellers who registered as business providers and registered to pay tax: Since the price is final, including VAT, the Sellers should issue the VAT invoice for you. Once again, you should contact the Sellers before making the purchase to ensure this.
- Individual Sellers who are neither registered as business providers nor registered to pay tax: The price is final, including VAT. However, since the Sellers are individuals without VAT invoices, they may not issue it for you, even if you ask. Therefore, we recommend you contact your Tax Department to ask for guidance for service purchases with individual Sellers without business registration through Online Marketplace. We are really sorry that we can not give you any guidance about this because we do not have the authority to provide consulting on Tax issues. In any case, you should contact the Sellers and your Tax Department before making the purchase.
FOR SELLERS
Is keeping information and documents provided by buyers during the transaction confidential my responsibility?
Yes, under our Operation Regulations, Terms of Service, and Code of Conduct for Sellers and your Service Contract signed with us when you register as Sellers, you are required to keep confidential all information and documents provided by the buyers before and during the transaction. The term applies even after the transaction is complete without expiry. Violation of this term will result in your account ban. In some cases, it may even result in lawsuits and/or compensations for the financial and non-financial damages (including opportunity losses) that Buyers have to suffer from your disclosing activity.
Besides the legal responsibility, it is an ethical standard and code of conduct for professionals and consultants to treat information and documents provided by the Buyers with caution and confidentiality. Don’t let an impulsive action damage your long-lasting reputation.
How many times can Buyers request me to modify the delivered work?
For each order, Buyers can request modifications up to 3 times unless it is stated otherwise on your service page or the Buyers buy additional modifications.
Do I have to pay Sellers’ tax for my transactions on the Kounselly platforms?
The price and order value that you post on the Kounselly platform are the final amount. Therefore, you are responsible for paying your VAT tax and personal income tax (if applicable) as per Vietnamese Tax Regulations.
If you are a Vietnamese citizen or residing in Vietnam, according to Circulars No. 40/2021/TT-BTC issued by The Ministry of Finance, if you are an individual Seller, and your annual income from providing services on E-Commerce Marketplaces (all platforms, not only from Kounselly) is over VND100 million, you will have to pay 5% VAT tax and 2% personal income tax on your Revenue.
If you are a business or company residing in Vietnam, your VAT tax remains the same as you provide services directly to the customers.
Please note that the regulations are changing from time to time. This guidance is made based on the regulations at the time we prepare this. Therefore, even though we will try our best to make this guide updated, we can not guarantee it will be up to date at the time you visit this page. Always ensure to check it with the Tax Authority and the latest regulations.
This guidance does not apply to international Sellers. For International Sellers who are not residing in Vietnam, please kindly contact us directly for guidance.
What happens if Buyers need VAT invoices or invoices with Sales tax for their purchase?
As answered in the previous question about “Do I have to pay Sellers’ tax for my transactions on the Kounselly platforms”, the Buyers will have to pay VAT tax upon your price. Therefore,
- For Institutional Sellers and Individual/Household Sellers who registered as service providers and registered to pay tax: You should issue the invoice for Buyers as traditional purchases. And you should state clearly in your service description that you can or can not issue VAT invoices.
- For Individual Sellers who are neither registered as service providers nor registered to pay tax: you can not issue the VAT invoices or invoices with sales tax for Buyers. You should state clearly in your service description that you can or can not issue VAT invoices. If you are an individual Seller but still want to issue VAT invoices for Buyers, for your official business, we recommend you register as a service provider and register to pay tax or contact us to see if we can support you.
PAYMENT, GET PAID, AND WITHDRAWAL
You will find information about payment methods, withdrawals, and other issues relating to your payment here.
Which payment methods are available on the Kounselly platform?
At the moment, we enable the following payment methods on our site:
- Through Bank transfer/QR code
- Through ATM card (Napas)
- Through Momo e-wallet
- Through credit/visa/master card
We will keep updating and adding more payment methods over time to make the payment more convenient for you. Therefore, this list of payment methods will be reviewed and updated from time to time.
How long will my bank transfer transactions be processed and confirmed by Kounselly Admin?
Your bank transfer transactions will be processed and confirmed by us within 24 hours.
As a Seller, How long will I receive payment for the completed orders? –
The payment for your completed orders will be dispersed into your Kounselly account balance after 7 days from the date your order is marked as completed. You can watch your incoming payment in “Pending incoming payments” on the “My payment” page.
How much can I withdraw each time? Is there any fee for the withdrawal? How long will my withdrawal request be processed?
- The minimum amount for withdrawal: VND 200,000 (or around US$8) is the minimum amount you can withdraw.
- Withdrawal Fee: Normally, there will be no fee for withdrawal. However, some withdrawal fees may apply when you withdraw less than the minimum amount or depending on the payment method you use for the withdrawal. We will notify you of the fee if any.
- Time for processing withdrawal request: 3 – 5 working days since you confirmed your withdrawal request via email (i.e. click on the link in the email we will send you to confirm your request). And our payout date is on the 30th of the month at the latest.
Please note that even though we allow you to withdraw all your money out of your account balance, the credit you get from our promotion program (e.g. gift code) is non-withdrawable.
How can I withdraw money from the Kounselly platform?
To withdraw money from the Kounselly platform, you need to set up your payment method on your account as follows:
- Go to “Setting” In the “Profile” link
- Go to the Payment tab
- Fill in the information about your bank account
We will use this information to make the payout so please ensure to update your bank account every time you change it.
After setting the bank account information, you can withdraw money from the Kounselly platform by going to your “My payment” page and “Withdraw money” tab.
DELIVERY
You will find information relating to delivery here.
How will the delivery be made?
The order delivery will be made in the form of a file, a link, a video, a recording, or a photo attached and sent with a message from Sellers to Buyers on the transaction page. After delivering the work to Buyers, the Seller will click the “mark as delivered’ button to inform Buyers about the delivered status of the order. What Buyers have to do next is review the delivered work, and request a modification or mark it as completed.
However, for booking orders for 1-1 consulting sessions, the delivery will be made in two forms, the link for the online meeting sent to the Buyer in a message, and the meeting session between the seller and the buyer. After the meeting ends, the Seller will also click the “mark as delivered” button for the Buyer to confirm the delivery and mark it as completed. Since the meeting session will not be stored and saved in our system, to have evidence of the delivery to solve any disputes that may arise, we recommend both of you record the meeting and keep a copy of it just in case.
For courses, orders will be delivered by adding your purchased courses on your “Enrolled Course” page so that you can start learning.
What will happen to the order after the Sellers deliver the work but the Buyers do not respond?
Once the Seller delivers the work to the Buyer, if the Buyer does not respond, the order will be autoclosed and marked as completed after 72 hours from the time the Seller marks the order as delivered. The Seller will receive the payment for the completed orders after 7 days.
How will my course be delivered?
After you purchase the courses and your payment is verified by us, you will find your purchased course appearing in the “Enrolled courses” tab in the sidebar menu or dropdown menu on your logged-in homepage. You can immediately start learning by clicking on the course. Our system will record your progress for each course so you can easily go back and forth between courses.
CANCELLATION, REFUND, AND RESOLUTION CENTER
You will find information about order cancellation, refunds, and how to use the resolution center here. However, for more details, refer to our Cancellation and Refund Policy.
Please note that for courses, you will be able to view the demo lesson(s) before making the purchase. Therefore we do not apply the cancellation and refund policy for courses at the moment, unless there are technical issues e.g. purchased course does not appear on your “Enrolled courses” page or errors preventing you from learning the course. We will keep you updated should we make any changes to our policy.
How can I use Resolution Center?
Disputes and problems with the order will be solved via what we call as “Resolution Center”. When there is a problem with your order, on that order transaction page, you will find the button for “Resolution Center”. You only need to click on that button and there will be the following options for you to choose from:
- Request Mutual Cancellation: both Buyers and Sellers can request this. Once you choose this option, just wait for the other party to respond. The other party is given 3 days to respond. If this time passes, the requester can choose another resolution method – Request Arbitration.
- Request to extend delivery time: Sellers can request this. You should also let the Buyers respond in 3 days.
- Request Arbitration from Kounselly: Both parties can request this as a last resort. However, for us to get involved in solving your disputes, you are required to submit all relevant evidence to prove your winning position. The evidence we accept includes:
- photos of your chat/message
- photos of your transaction page
- your delivered files/photos
- photos of the service or request page
- the recording of your online meeting for 1-1 consulting sessions
- anything else that can be checked on our system to prove your position.
- The evidence should be sent through the message on the transaction page right after you submit the arbitration request so that the other party can also view it. This is because we want the process to be transparent to all relevant parties and the other parties can also have the saying to protect their position. After receiving all the evidence, we will solve your disputes in 5 working days.
As a Buyer, in which situations can I cancel the order and request a refund?
Buyers can cancel orders and ask for a refund in the following situations:
1. Automatic cancellation and refund:
2. Cancelled forcefully by the admin
In some cases, if we find your orders have problems, including without limitations, spam orders, made by an agent, suspicious orders, making use of our promotion and special offers, payment errors, our system errors, orders that violate our policies and our applicable law and regulations, etc. (please refer to our Terms of Service), we will forcefully cancel your order and your money will be refunded.
3. Cancelled at the Seller’s own discretion
Sellers are given 24 hours after the orders are paid successfully to decide whether they should accept or deny an order. Therefore, they can decline Buyers’ orders at their own discretion within 24 hours since the order is paid successfully.
4. Cancelled at the Buyer’s own discretion
If Sellers miss the delivery deadline, unless the parties have another agreement, Buyers can cancel the order, at their own discretion, without seeking mutual agreement from Sellers.
5. Mutual cancellation
6. Cancellation via Arbitration Request:
- Pending orders are not completed with the payment within 24 hours.
- Orders have been paid but receive no response (either accept or deny) from the Sellers within 24 hours from the time the orders are paid successfully.
- When either party’s account is banned, the order will also be canceled automatically by our system.
- Sellers and Buyers mutually agree to cancel the order.
- The sellers’ delivered work is not as the service description or Buyers’ request description or what the two parties discussed with each other before placing the order and Buyers can provide evidence to prove this.
- Buyers request modification but Sellers do not deliver the modified work within the committed and agreed timeframe or 3 days from the date Buyers send the request if both parties have no other agreement.
- Buyers send the request for mutual cancellation but Sellers do not respond within 3 days from the date Buyers send the request.
Note: Kounselly is the arbitration party, therefore, we will ensure fairness for both parties. This means, we only solve disputes based on evidence provided by both parties and information collected from our system. Therefore, we recommend you implement the following to avoid being put in a disadvantageous position when disputes arise:
- Always discuss and exchange information with Sellers through our integrated system to have evidence when needed. Kounselly will not solve disputes if the evidence is outside of our system (except the recording of your online meeting for 1-1 consulting sessions).
- Always ask carefully about the service, ask for examples of the service output, and make the request in detail as much as possible. This is to ensure both parties understand thoroughly about the service or the request before placing the order. If the Sellers’ service is not what you require, you should ask for a custom offer. Be sure to read the information provided and explained in the custom offer carefully and ask for clarification if necessary.
As a Buyer, how long will I get the refund? And in which method?
The refund will be sent immediately into your Kounselly account balance. If you want to withdraw the money into your personal account, you should set up your bank account information in your “profile”/ “settings” page, “payment” tab, and make a withdrawal request on your “My payment” page, “Withdraw money” tab. An email will be sent to you to confirm the withdrawal. Kounselly will process your request in 3 – 5 working days from the date you confirm your withdrawal request. And our payout date is on the 30th of the month at the latest.
As a Seller, in which situations can I cancel the order without harming my reputation or receiving a penalty for having more than the allowed canceled orders?
You are allowed to have 3 canceled orders in a month and 5 canceled orders in 3 months without penalty. Therefore, be careful with canceling orders. Sellers can cancel orders in the following situations:
- Ask the Buyers to cancel the pending orders that haven’t been completed with the payment.
- After the order is paid by Buyers, you will have 24 hours to accept or decline the order. If you decline the order within this timeframe, your reputation will not be affected.
- Once you accept the paid order, you will be able to cancel the order only if you can get a mutual agreement from the Buyer. Therefore, if you find that you can not complete the order, contact the Buyers immediately and discuss the problem with them, then submit the request for mutual cancellation via the “Resolution Center” button on the order page.
Note: Kounselly is the arbitration party, therefore, we will ensure fairness for both parties. This means, we only solve disputes based on evidence provided by both parties and information collected from our system. Therefore, we recommend you implement the following to avoid being put in a disadvantageous position when disputes arise:
- Always discuss and exchange information with Buyers through our integrated system to have evidence when needed. Kounselly will not solve disputes if the evidence is outside of our system (except the recording of your online meeting for 1-1 consulting sessions).
- Always post your service in detail as much as possible to let Buyers understand your service well. Also, ask carefully about Buyers’ request or their requirements to make sure you understand their request and requirements well, and that they understand your service and its output result. This is to ensure both parties understand thoroughly about the service or the request before placing the order. If the Buyer’s need is different from your service, you should send him/her a custom offer. Be sure to explain your custom offer carefully and in detail to avoid misunderstanding from the Buyer.
What is the penalty for Sellers who have more than allowed canceled orders?
In principle, Kounselly does not charge commission/platform fees from Sellers for canceled orders. However, to ensure the overall customer experience with Kounselly in general and with the Seller in particular, Kounselly will apply certain penalties to Sellers with multiple cancellations as stipulated by Kounselly from time to time as follows:
– Number of canceled orders allowed: 3 orders in a month or 5 orders in 3 months. The canceled orders counted in this policy will not include those that are unsuccessfully paid by Buyers or rejected by Sellers within the timeframe of 24 hours after payment.
– Sellers will get a penalty if they have more than 3 canceled orders in a month or 5 orders in 3 months
– Penalty and sanction measures for violations:
+ For the first violation: a warning will be sent to the Sellers and a 15% maintenance fee will be applied for the canceled orders that exceed the accepted number of canceled orders mentioned above. This fee will be automatically deducted from your account balance, or when you withdraw your balance. If your account do not have enough balance, we will send you a payment request. No payment of this penalty will result in your account being locked until the payment is made.
+ For the second violation: Besides the 15% maintenance fee and regulations about fee payment applied for the first violation, if Sellers violate the policy for the number of accepted canceled orders for the second time, their account will be downgraded by one level and temporarily locked for a month.
+ For the third violation: Besides the 15% maintenance fee and regulations about fee payment applied for the first violation, if Sellers violate the policy for the third time, their account will be locked permanently.
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