Terms of Violation: External Communication
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To ensure travelers and suppliers’ rights and privileges, prevent fraud, and guarantee the platform's quality, KKday prohibits directing travelers to conduct transactions on an external platform in any way. This article will help you understand the terms of External Violation, and relevant violation detection and impact.
About External Communication
About External Communication
What is External Communication?
What is External Communication?
External Communication refers to when suppliers direct travelers to conduct transactions or messages outside KKday, or when suppliers try to conduct promotions, sales or transactions with travelers privately.
To ensure travelers and suppliers’ rights and privileges, prevent fraud, and guarantee the platform's quality, KKday prohibits directing travelers to conduct transactions on an external platform in any way.
External Communication Types & Details
External Communication Types & Details
Pre-Sale Diversion: Providing non-KKday contact information or external websites to direct travelers to conduct transactions or communicate off-site before they place an order
Post-Sale Diversion: Requesting travelers to add external contact in non-essential circumstances (e.g. requesting visas, passports, discussing chartered trips, etc.) after an order is placed but before the order is confirmed
External Purchases: Directing visitors to cancel their original orders and go to an external website to order other products when providing services such as add-ons or group orders
Promotions: Offering non-KKday websites, fan pages, or other external links to advertise or direct traffic to external websites
SIM Card Tech Support: Requesting travelers via pre-departure notice to add tech support under non-essential or unusual circumstances
Violation Detection & Impact
Violation Detection & Impact
External Communication Violation Warning Notice
External Communication Violation Warning Notice
KKday system will detect external communication behavior weekly, and we will monitor whether there is any non-compliance on the part of the supplier, and if there is, a warning notice will be sent to the supplier.
What will happen if I violate the rule?
What will happen if I violate the rule?
Accumulative Punishment: All offenses in a week count as 1 violation. With 3 violations, all products will be delisted for 1 month; serious violations will lead to the termination of the partnership.
Violation Point: Each order with External Communication leads to 6 violation points. With 10 points in one month, partner’s privileges will be restricted in ways such as low search ranking, product delisted, etc. Please see relevant regulations at Violation Metrics.
The External Communication violation is counted on a weekly basis and the counting restarts every 90 days.
How to View Violation Records
How to View Violation Records
rezio system backend
Please go to "Menu" > "Become a Trusted Partner" > "Violations" to view the complete information on violations for that month
Violation Prevention & Exceptions
Violation Prevention & Exceptions
Keys on Avoiding External Communication
Keys on Avoiding External Communication
Communicate within the platform: All communications and transactions should be conducted on the KKday platform. In case of disputes, KKday will rule the case based on conversation records.
Optimize product copywriting: Provide clear and detailed product descriptions to ensure that the content is accurate and easy to understand, minimizing misunderstanding between suppliers and travelers.
Special circumstances: When external communication is required under special circumstances, the purpose should be clearly stated and a record should be kept of the private communication with the customer.
Process orders immediately: Contact travelers to confirm relevant information in advance and ensure orders are processed immediately to avoid emergencies caused by delayed processing.
Train staff routinely: Routine trainings for online customer service team and on-site staff to improve personnel quality.
Circumstances Qualified for Exceptions
Circumstances Qualified for Exceptions
We understand external communication is inevitable for some product categories, and the following 4 scenarios will not be considered a violation:
⚠️ Note: After contacting the traveler, please record it in KKday Message or cancellation note to ensure that KKday is aware of the content of the private communication. This protects the rights and interests of both the traveler and the supplier in the event of a customer complaint or dispute.
Scenario 1: Unable to get a response from travelers in special circumstances, or unable to make contact due to an issue with contact info
Examples of special circumstances: 1-2 days before departure, urgent problems such as rescheduling, price increase, confirmation of the order contents; incomplete contact info, foreign travelers unable to provide a phone number, travelers' messaging app blocks unknown accounts, car rental contract needing to be signed, and so on.
Please first contact the traveler through the phone number or messaging app provided by the traveler in the booking. If the traveler is still unavailable, please ask KKday customer service for assistance.
Scenario 2: After the order is confirmed, provide the driver/guide's contact info to ensure the trip goes smoothly
Once you have confirmed the order and the order status is updated to "Confirmed", you can proactively provide the following information in the message:
1. Third-party contact groups and official emergency contact information for confirmed group tours.
2. Driver and tour guide’s information, phone number, and messaging software information.
⚠️ Please note that when providing external contact information, the purpose should be clearly stated in the message for the benefit of the traveler and to protect the rights and privileges of both parties.
Scenario 3: Travelers request to contact through third-party messaging software
Under normal circumstances, suppliers are not allowed to provide official account unprompted. However, a traveler can request for it in the order for fear of missing messages. Or if the booking is made on behalf of a friend or relative, the traveler may take the initiative to provide the contact details of the friend or relative.
Scenario 4: When travelers encounter emergency during the experience, the supplier is required to provide the emergency contact
When travelers report problems with SIM card or locating the driver/guide, or force majeures such as weather or natural disasters, in order to resolve the problems as quickly as possible, suppliers can proactively provide third-party messaging channel as emergency contact.
What if I have objections to the violation Detection?
What if I have objections to the violation Detection?
How to Appeal against the External Communication Violation
How to Appeal against the External Communication Violation
If there's any objection to the violation Detection, please fill out the appeal form within the appeal period. Late appeals will not be accepted.
Violation points are assigned either by the system or manually. If there is a point assignment anomaly on a large scale or over a long period of time from the system, KKday will re-evaluate the case and adjust the points accordingly.
To appeal, please go the “Become Trusted Partner” page or click the link in the violation notice within the appeal period (within 7 days of receiving the violation notice) to fill in the Appeal Application Form.
After receiving your appeal, we will review it in 7–10 business days and inform you of the appeal result via email.
The decision on each violation appeal is final and cannot be appealed again.
External Communication Appeal Application Template
External Communication Appeal Application Template
Step 1: Fill in your rezio supplier name in full
Step 2: Fill in your email address and the appeal result will be sent to this inbox after the ruling
Step 3: Select "Violation: External Communication" as the appeal item
⚠️ Please note that if the information is filled in incorrectly, the appeal will not be accepted. Please make sure the information is correct.
Step 4: Select "previous week" for "The week you want to appeal" and provide the corresponding booking number
Step 5: Please state the reason for the appeal in detail and provide relevant supporting info (e.g. third-party communication messages, phone records with travelers, etc.)
Step 6: Click "Submit". The relevant department will provide the appeal decision in 7-10 business day after receiving the application
⚠️ Please note that the same violation cannot be appealed again after the appeal decision. Before submitting the appeal form, please confirm that the information is complete.
Appendix: Pre-departure Notice Template
Appendix: Pre-departure Notice Template
⚠️ Please note: To avoid violations, before providing pre-departure notice with external communication info, please make sure the order status is "Confirmed".
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Experience Products
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Car Rental Products
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Tour Products
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