Orders, Delivery & Cancellation Policy

How an order travels from the buyer to the door, and what the store has to do at each step.

Accepting an order

• A new order arrives as a notification in the seller app. Accept it only if you have the items in stock and can pack them in time.
• Accept or decline promptly — a store that leaves orders sitting is put offline, because the buyer is waiting.
• Declining because an item is out of stock is better than accepting and cancelling later, but keep it rare: stock is yours to keep accurate.
• A bill is generated when you accept, and from that moment the order is the store's responsibility.

Preparation time

• Pack the order within the time shown on it in the app, ready for a delivery partner to collect.
• Check every item against the order — the right product, size, colour and quantity.
• Pack so that nothing is damaged on the way, as the Product Quality, Returns & Refund Policy sets out.
• Mark the order packed only when the parcel is physically ready, because that is what releases it for pickup.

Stock and availability

• Keep stock, sizes and prices current, and set the store offline when it is closed or cannot take orders.
• Store timings in the app should match the shop's actual hours. An order arriving while the shutter is down helps nobody.
• Repeatedly cancelling for "out of stock" is treated as a stock problem and counts against the store.

Cancellations

• A buyer can cancel until the order is dispatched, and anything paid is refunded in full.
• A store may cancel before dispatch where it genuinely cannot fulfil the order — give the real reason; the buyer sees it.
• Once the parcel has been handed to a delivery partner, use the return route instead of a cancellation.
• Cancelling after accepting affects the store's standing, and a charge may be set against the settlement where it happens repeatedly.

Handing over to a rider

• A delivery partner is assigned once the order is packed, and the app shows who is coming.
• Hand the parcel over only to the assigned partner, and confirm the pickup code in the app at the counter.
• Check the parcel is sealed and labelled before it leaves. Once it is collected, it is in transit and the buyer is told.
• If no partner arrives in a reasonable time, tell support rather than delivering it yourself.

Delays

• Delivery times in the app are estimates. Traffic, weather and local conditions can hold a parcel up.
• Tell support straight away when something will be late, so the buyer can be told before they chase it.
• Repeated late handovers from the store are treated the same way as repeated cancellations.

Failed deliveries

• Where nobody is available, the address is wrong, or the buyer refuses the parcel, the delivery partner marks it failed with the reason.
• A failed parcel comes back to the store. Check it in and put the stock back.
• A prepaid order that fails is refunded to the buyer and adjusted in the next settlement.
• For a cash order that fails, no money is collected and nothing is settled for it.
• Where a failure was caused by the store — wrong item, parcel not ready, buyer not told — the delivery charge may be set against the settlement.