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Ordering and Payment Process on the Kounselly Platform

Last updated on 15 May, 2024

1. Registering process

1.1. Register to become a Buyer/ Learner

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Step 1: Access the website Kounselly.com and select the button “Register” to create a member account by filling in the given form. This is a Buyer/ Learner account by default. Step 2: Receive the notification of successful account registration via email/SMS, verify your email/phone number, and proceed with logging in.

1.2. Register to become a Service Provider/ Seller

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Step 1: Access the website Kounselly.com and select the button “Register” to create a member account by filling in the given form. This is a Buyer account by default. Step 2: Receive the notification of successful account registration via email/SMS, verify your email/phone number Step 3: Log into your account on the member account management page, then select the “Become a Seller” button on the header menu. Step 4: Fill in the given form and follow the given process. If you do not want to fill in the form, you can also choose to “Apply for unverified account”. With this option, you will become an unverified Seller on Kounselly platform to perform posting and selling your services like normal but will not be able to withdraw your money from your account for the safety of your account and your money. Should you change your mind, you can always go to Profile/Settings/Verification at any time to reapply for your full and verified Seller account. Step 5: Receive the confirmation email for registering to become a Seller and wait for Kounselly’s approval within 3 working days.

1.3. Register to become an Instructor

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Step 1: Access the website Kounselly.com and select the button “Register” to create a member account by filling in the given form. This is a Learner account by default. Step 2: Receive the notification of successful account registration via email/SMS, verify your email/phone number Step 3: Log into your account on the member account management page. Step 4: Apply to become a Seller by clicking “Apply to become Seller” button on your logged-in homepage and follow the given process or as mentioned in article 1.2. Step 5: Then click the “Kounselly Learn” link on the dropdown menu from your avatar or under Useful Links at the website footer to access the Kounselly Training Marketplace. Step 6: Move to Kounselly Learn, then select the “Become an Instructor” button on the header menu. Step 7: Fill in the given form and follow the given process. Note: To become an Instructor on Kounselly Training Marketplace, you need to be a Selller on Kounselly Consult Marketplace first. Therefore, if your Seller application is under our review and not approved yet, you just skip our request for a Seller account application after you complete the Instructor Application Form. We will consider both of your applications at the same time. In some cases, you may be redirected to our Kounselly Training Marketplace right after you log in instead of our logged-in homepage ( also Kounselly Consult Marketplace homepage), you still can apply to become an Instructor here. After completing the instructor application form, we will request you to apply for a Seller account, just click “Yes” button and we will redirect you to the Seller Application Form for you to complete. Step 8: Receive the confirmation email for registering to become an Instructor and wait for Kounselly’s approval within 3 working days.

2. Ordering process for Kounselly Consult Marketplace

2.1. For Service Providers/ Sellers

2.1.1. Job/Service posting

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Step 1: Log into the seller/provider account. Step 2: Select the “Create New” or “Post a Service” button to add services to your store. Step 3: Fill in the given Service/ Job Posting form, including the Service/Job Information, Information for Buyers, Media, and Extra services. – Service/Job information: Sellers provide information such as title, service description, price type, price in detail, and categories. – Buyer Information: Sellers provide information for Buyers such as instructions to Buyers, FAQ, and the maximum days to delivery. – Media: Sellers upload an image to be published as the course image, and upload video links, recordings, and files for job preview and demo. Please note the validity for image, and audio files as follows: + Image: Max allowed size – 10MB; min width – 720px; min height – 405px; Max 10 images per job + Audio: Max allowed size – 10MB; max 5 audio files per job – Extra services: Sellers can add extra services (for some extra fees) to their job such as Extra Fast delivery, Extra modification, and other Extra services. Note: For “Booking” Services, you need to create booking timeslots before posting a service at step 3. To create booking timeslots, you need to follow the following steps: – First, select the “Booking” link from the dropdown menu from your avatar – Second, on the “My Booking” page, select the “Create new” button and write the resource name to create your booking service or a resource – Third, choose the resource – Fourth, click the “Timeslots” link to create timeslots for your booking services. You can choose to create either one timeslot at a time or multiple timeslots at a time for one day. You should click on the icon (i) to read the guidance and follow it to complete your timeslot creation. After publishing the job, you should wait for up to 7 days for your job post to be reviewed by the website admin.

2.1.2. Receive and Respond to Orders

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a. Buyers buy posted jobs/services Step 1: The seller receives the order information through notification, the status of “My Sales” orders on your logged-in homepage, or your “My Sales” page. Step 2: Review the service/job requirements from the Buyers and “Accept” or “Decline” the order. The seller needs to Accept or Decline the order within 24 hours, otherwise, the order will be canceled by the system.
After the seller accepts, the order will be activated, and a countdown timer will start to indicate the remaining time for the provider to complete the order. b. Sellers send Custom Offers for Buyers’ service/job requests Step 1: Select the “All Requests” link from the user’s menu to view the list of requests that Buyers are currently posting on the website. Step 2: Select the service request that the seller is interested in, view the detailed information that the customer has posted, then choose the “Send Custom Offer” button or “Contact” button if further discussion is needed. Then wait for Buyers’ response. They can Accept or decline the custom offer. If they accept the offer, Sellers move to the order implementation step.

2.1.3. Implement the order

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Sellers can use the “Send message” area at the end of the transaction page to collect input information from the Buyer to enable the order implementation if necessary. – For booking services, Sellers need to create meeting links with Google Meet, Team View, Zoom, etc., and send a meeting link to Buyers by clicking the “Send Meeting link” button on the transaction page. The link will be sent to the Buyer via email or shown in the status of activity on the transaction page. – For other services, the order will be done in various types that can be digitally delivered such as an image, a video, a recording, a pdf file, a slide, mp3, mp4, links to show the work done, etc.

2.1.4. Add custom extra

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While implementing the order, if the Seller finds that there should be an extra service added to make the service better for the Buyer, or if the Buyer adds additional requirements that need to be charged extra, the Seller can go to the order transaction page and add custom extra service by selecting the “Add custom extra” button on the order transaction page. The custom extra service will be sent to the Buyer for their confirmation and payment.

2.1.5. Job/Order delivery

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– For Booking services: Buyers and Sellers meet virtually through Google Meet, Team View, Zoom, etc. on the booked timeslots. – For other services: Sellers use the “send message” and “file attachment” areas at the end of the transaction page to send files /links to the Buyers. After the meeting or sending files/messages to Buyers, Sellers click on the “Mark as delivered” button for the system to change the status of the order to be “delivered” and wait for Buyer’s opinion (ask for modification or mark the order as completed).

2.1.6. Rate the Buyer

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After the order is marked as completed by the Buyer, the Seller should rate the Buyer and provide a review about their cooperation, communication, etc. during the transactions. Do not forget to thank your Buyers for using your service.

2.1.7. Revenue Statistics and Revenue Payment between Kounselly and Sellers

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To ensure the quality of service provision, Buyer’s satisfaction, and the security of their order payment, Kounselly will collect order payments on Sellers’/Service Providers’ behalf when Buyers place orders and only return order revenue to Sellers’ after the orders are marked as complete by the Buyers or by our system. We will charge Sellers/Service Providers a commission fee (platform fee) on each successful transaction. The commission fee rate is announced on our website or sent via email to Sellers/Service Providers. Sellers can review and manage their revenue and commission fee statistics through the “My payments” page. Should you find any inaccuracy in the statistics, please contact us by sending the support ticket through the “Support” link from the user menu. The process of returning order revenue to Sellers will be implemented as follows: Step 1: The order is marked as completed by the Buyer or automatically by the system after 72 hours from the time the order is marked as “delivered” by the Seller and the Buyer does not have any action. Step 2: Seller’s remaining revenue for the order after deducting Kounselly’s commission fee will be shown in “Pending incoming payments” on the Seller’s “My payments” page. Step 3: Sellers’ remaining revenue will be credited into their account balance after 7 days from the date the order is marked as completed. Step 4: Sellers who would want to withdraw their revenue from their account should go to their “My payments” page, “Withdraw Money” tab to make the withdrawal. Kounselly will process and confirm the withdrawal request within 3-5 working days from the day Sellers confirm their withdrawal request through email. The withdrawal money will be paid out to Sellers on the 30th of the month when the withdrawal request is confirmed by Kounselly at the latest.

2.2. For Service Buyers

2.2.1. Find a service to buy or Post a Request for custom offers

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a. Find a service to buy The common process for Buyers is to search for posted services that suit their needs to make the purchase. On the logged-in homepage of the Buyer account, Buyers use the search box to search for suitable services or select the services in the Recommended Services, the Featured Services on the logged-in homepage. b. Post a request for customer offers If Buyers can not find any posting services suitable for your needs on the marketplace, you can post a service request to receive custom offers/proposals from Sellers. Step 1: Select the “Create New” or “Post a Request” button on your logged-in homepage to add your service requests. Buyers can also access the “My requests” page and choose the “Create new” button there to create requests. There will be the default forms for them to fill in with the fields including title, request description, categories, delivery date, and budget. After completing the form, you should wait for up to 7 days for your request to be reviewed and approved by the website admin. Step 2: The request will be posted and the Buyer will wait for sellers to send custom offers through your chat box or at the “Received offers” tab on your “My Requests” page. Buyers review Sellers’ profiles, the service proposals, and select the offer that is most suitable to proceed further.

2.2.2. Review service information and select services to proceed

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Step 1: Review service information When selecting a service to purchase, the Buyer is taken to the service information page for that service. Here, the Buyer can view information about the service, details about the Seller, and the delivery method, etc. There are 2 delivery methods: – A Virtual Meeting with Sellers: these services will have the price quoted as the “Booking rate“. For this kind of service, Buyers will meet Sellers virtually through Google Meet, Team View, Zoom, etc. to receive direct advice, coaching, and mentoring from Sellers. This service also enables direct discussion and engagement between parties. To buy this kind of service, Buyers need to select the timeslots from Sellers’ available ones before making the purchase. If the order is accepted by the Sellers, the Sellers will send meeting links through email, message, or transaction page to the Buyers. – Tangible work results (i.e. file): these services will have the price quoted as “Fixed rate“, “Hourly rate“, “Daily rate“, “Monthly rate“, “Package rate“, and “Milestone rate“. For this kind of service, the service is designed and made available by the sellers and the work results delivered will be tangible such as a file, an image, a video, a recording, a link, the performance analytics shown on tracking tools, etc. Step 2: Select services to proceed After finding the interested service and provider, Buyers have three options to proceed with the service. – Option 1: Contact the Seller. Buyers can use the “Contact” button on the service information page to contact the Seller to ask for further information or clarification before making the purchase. – Option 2: Proceed to payment. If Buyers decide to buy the service, use the “Continue” button on the service information page to proceed to the payment page. – Option 3: Request a custom offer from the Seller. If Buyers want the service to be modified to suit their needs, they can select the “Request custom offer” button to ask for a custom offer from the Seller. In this case, Sellers will receive Buyers’ requests on their chat box and can send custom offers back to Buyers also through the chat box. Buyers should check the custom offer sent through their chat box or go directly to the “My requests” page to check the “Received offers” tab. Here, Buyers will be given options to “Accept” or “Decline” custom offers. If Buyers accept the custom offer, they will be directed to the payment page.

2.2.3. Place the order

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Buyers select the suitable payment method to make payment for the order. After placing the order, there are 2 scenarios: – Pending Orders: Orders that are not successfully paid will be named “pending orders” on the transaction page and “My shopping” page. Buyers need to complete the payment within 24 hours from the time the Buyer places the order or it will be canceled automatically by the system. – Active orders: Orders that are successfully paid will be named “Active orders” on the “My shopping” page but on the transaction page, the orders will be shown as waiting for Sellers’ response because Sellers will have 24 hours to accept or reject the order. If Sellers do not respond, the orders will be automatically canceled by the system. If Sellers accept the order, the order will be active on the transaction page and the countdown clock will start to show the remaining time to the delivery date.

2.2.4. Add custom extra

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After placing the order and the order is in progress, if the Buyer wants to add requirements that can not be offered free of charge, the Buyer can ask the Seller to add a custom extra service to add these requirements to the on-going order.

2.2.5. Receive delivery

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Buyers receive delivery. – Tangible results (i.e. file): After Sellers deliver the work result, Buyers will receive notification that the delivery is waiting for their review. Buyers go to the “Pending Review” tab/icon on the “My Shopping” page, or on the logged-in homepage to receive the delivery. – Virtual Meetings: Buyers receive meeting links from the Sellers through email/message or on the transaction page and meet them virtually at the scheduled time. Buyers can also go to the “My Booking” link on their user menu to find and manage their booked meetings.

2.2.6. Review and Respond to delivery

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Buyers review the delivery. There are two options for Buyers: + Modification: If Buyers find the work results need to be modified, they can ask for modification by using the “Modification” button on the transaction page. Every order will have 3 modifications by default. Note: the modification does not apply to booking services since the booking services are face-to-face interaction services. + Accept the delivery: If Buyers find that the delivery meets their requirements, they can accept the delivery, tip the Sellers through the “Tip” button if they want, and/or complete the order by the “Mark as completed” button. If the Buyers do not respond to the delivery, the order will be automatically closed and marked as completed after 72 hours from the time the order status is changed to “delivered”.

2.2.7. Rate the Seller

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After completing the order, Buyers should rate Sellers and provide reviews for their communication, work results, serving attitude, skills, expertise, etc. for the community’s reference and to support Sellers.

3. Ordering process for Kounselly Learn Marketplace

3.1. For Instructors

3.1.1. Post courses to sell

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Step 1: Log into the member account and go to the Kounselly Learn homepage by selecting the “Kounselly Learn” link on the dropdown user menu from the user avatar. Step 2: Instructors use the “+” icon on the left-hand side, or the “Add course” link from the dropdown user menu. When the course creation page opens, Instructors follow these steps: – Course information: fill in basic and introduction information about the course such as title, categories, level, and course image to be published on the Kounselly Learn homepage. – Course program/lessons: create course lessons in the form of text, video, or live-stream. + Video course: we recommend Instructors upload mp4 files directly on our system. If you upload videos from third-party hosting platforms, to make sure the courses are copyright protected, and not published on other platforms, we recommend Instructors use Vimeo, set the video private, and allow for it to only be published on websites with embedded links, then copy the embedded link of the video on our course uploading page. Note: The maximum video size is 128MB. Should your video is over this size, simply resize or cut it into smaller parts and upload them into separate lessons. + Live-stream course: Instructors can use the Youtube live-stream functionality or any other live-stream platform but should set a password for access control to prevent the courses be shared and accessed by unpaid learners. – Create the drip or sequence of lessons: Instructors can use drip functionality to create sequences of lessons (i.e. which lessons need to be completed first before moving to the next lessons) if they want. – Course settings: configure general information about the course to be displayed on the course page, such as the course name, field, level, image, access management (whether to create a trial course, how many days the course is accessible), upload course files, and select certificates to issue to learners upon completion. – Course pricing: Choose the “one-time purchase” option and set the price and sales price for the course. – FAQ: Create frequently asked questions (FAQs) to address any potential queries that learners may have when considering purchasing the course. – Notice: Create notifications for the course if applicable. After publishing the course, you should wait for up to 7 days for your course to be reviewed by the website admin.

3.1.2. Manage posted courses

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Go to the “Dashboard” section to view your personal page. In the “Courses” section, the list of published courses will be displayed. Here, instructors can view the status of their courses. Typically, when an instructor posts a course, it will be in the “awaiting approval” status before being displayed on the platform for learners. Courses with valid and complete information will be reviewed by the administration for display on the platform within a maximum of 5 working days. For courses with content that does not comply with regulations, they will be rejected for editing or the administration will delete them for the instructor to re-post.

3.1.3. Manage Learners’ progress

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Instructors select the “Gradebook” section and then choose the course they want to view to get an overview of the course. Alternatively, they can select a learner to monitor their participation and progress in the course and provide suitable support if needed for the best learning experience.

3.1.4. Manage Revenue and Payment between Kounselly and Instructors

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To ensure the quality of service provision, Learners’ satisfaction, and the security of their order payment, Kounselly will collect order payments on Instructors’ behalf when Learners place orders and only return order revenue to Instructors after the refund period passes. We will charge Instructors a commission fee (platform fee) on each successful course transaction. The commission fee rate is announced on our website or sent via email to Instructors. Instructors can manage and review their course sales, revenue, and commission fees on the “My sales” link from their user menu. The process for payment of the remaining revenue between Instructors and Kounselly is implemented as follows: Step 1: Learners complete the order payment. The revenue and commission fee will be recorded and shown in the “My sales” link on the “Kounselly Learn” page. Step 2: After 7 days, if Learners do not request a refund, the remaining revenue after deducting Kounselly’s commission fee will be credited into the Instructors’ balance on the “My payments” page which can be found from the user menu when they go back to “Kounselly Consult” page. Should you find any inaccuracy in the recording statistics, please contact us by sending a support ticket through the “Support” link from your user menu. Note: If Instructors are on the Kounselly Learn page and want to go back to the logged-in homepage or Kounselly Consult page, they can go to the drop-down user menu on the right, select the “Kounselly Consult” link on the menu or go to the useful links/Kounselly Consult in the website footer. Step 3: Instructors who would want to withdraw their revenue from their account should go to their “My payments” page, “Withdraw Money” tab to make the withdrawal. Kounselly will process and confirm the withdrawal request within 3-5 working days from the day Instructors confirm their withdrawal request through email. The withdrawal money will be paid out to Instructors on the 30th of the month when the withdrawal request is confirmed by Kounselly at the latest. After this date, if you have not received your money, please contact us by sending a support ticket through the “Support” link from your user menu.

3.2. For Learners

3.2.1. Find the courses to buy

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Step 1: Log into the member account and go to the Kounselly Learn homepage by selecting the “Kounselly Learn” link on the dropdown user menu. Step 2: Use suggested courses on the homepage, the search box, or the course list link at the website footer to find the course. Move your mouse to your interested course to view the course brief and click on the “preview this course” button to view the course in detail.

3.2.2. Buy the course

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Learners use the “Get course” button to buy the course. The chosen courses will be moved to the shopping cart. At the shopping cart, Learners select the suitable payment methods and click on the “purchase” button, then make the payment according to the chosen method. After payment is made successfully, the order will be confirmed. The bought course will be shown on the “My Courses” page. Learners can check their orders on the “My orders” link from the user menu and check their courses on the ” My courses” link from the user menu.

3.2.3. Start learning and manage the course

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Learners can start learning by clicking on the “Start learning” button on the chosen course. While learning, each lesson will have the “Complete” button for Learners to click on to save their progress and move to the next lessons.

3.2.4. Test Knowledge and Skill

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After completing the course, Learners will be directed to the Quiz zone to test their knowledge and skills from the course (if available). Learners can manage their quizzes on the “Enrolled Quizzes” page.

3.2.5. Certification

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After completing the course and the Quiz (if any), Learners will see their passing results and be granted a certificate of completion if the passing result is met.

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