How can we help?

Don't worry — your payment is still secure. Here's how to recover:

• Check your email: You should have received an order confirmation email with your order number and a tracking link.
• Use the Track Order page: Go to Track Order and enter your order number and email address to check your order status.
• Check your payment method: If the payment was successful, it will appear in your bank statement with a reference number.
• Contact support: If you don't have the order number, contact us with your email, approximate order time, and payment amount. We can look it up for you.

Why this works: Even if your browser closes, our server receives the payment notification from the bank/Payment Gateway via webhook. Your order is updated automatically.

We accept major credit/debit cards (Visa, MasterCard), bank transfers, and other payment methods depending on your region. All payments are processed securely through our PCI-compliant payment processor.

When you place an order, your payment is held securely in escrow. The Vendor receives your order but does not get paid until you confirm delivery. Once you confirm (or the confirmation window expires), the funds are released to the Vendor. This protects both Buyers and Vendors.

• Card payments: Usually instant (within 1-2 minutes).
• Bank transfers (USSD, bank app): Usually 1-5 minutes, but may take up to 30 minutes depending on your bank.
• If your payment is not confirmed after 30 minutes: Check your order tracking page. If it still shows "Pending," contact us with your transaction reference.

This usually means the payment notification from the bank has not yet reached our server. Here's what to do:

• Wait 10 minutes and refresh your order tracking page.
• If still pending after 30 minutes, contact us with your order number (if you have it), email address, transaction reference, and a screenshot of your bank debit alert.
• We will manually verify the payment with the Payment Gateway and update your order.

Your money is safe. If the payment was not properly recorded, we will refund it or credit it to your order.

No, Venderce does not currently support cash on delivery. All payments must be made through our integrated Payment Gateways before the order is processed. This protects both Customers and Vendors.

You can cancel your order before the Vendor dispatches it. Once an order is dispatched, it cannot be cancelled — you'll need to file a dispute after receiving the delivery confirmation email. Contact the Vendor through the Platform's messaging system to request cancellation.

Visit our Track Order page and enter your order ID and email address. You can also find tracking information in your account dashboard under "My Orders." You'll receive email updates when your order status changes.

Venderce is a marketplace — each Vendor ships their own products. Shipping methods, costs, and delivery times vary by Vendor and are displayed on the product page and at checkout. Venders are responsible for fulfilling orders accurately and on time.

Delivery times depend on the Vendor's processing time, shipping method, and your location. Estimated delivery dates are shown on the product page and at checkout. You'll receive a dispatch notification email when your order ships.

If your order hasn't arrived within the expected timeframe:

• Check your email for the dispatch notification — it may include tracking information.
• Use the Track Order page to check your order status.
• Contact the Vendor through the Platform's messaging system.
• Contact the dispatch directly using the phone number provided in your shipping email.
• If the order was dispatched but not delivered, file a dispute through the delivery confirmation email link before the confirmation window closes.

You can only change the shipping address before the order is marked as "Shipped." Once shipped, the address cannot be changed. Contact the Vendor immediately if you need to update the address.

International shipping availability depends on the individual Vendor. Check the product page or contact the Vendor directly to confirm if they ship to your location. Note that international orders may be subject to customs duties and import taxes, which are the Buyer's responsibility.

When a Vendor dispatches your order, you'll receive a delivery confirmation email with a unique link. Click the "File a Dispute" link in that email, select a reason, and provide details about the issue. You can upload photos as evidence.

After filing a dispute:

• The Vendor is notified and has 48 hours to respond with evidence.
• Venderce reviews evidence from both parties.
• A determination is made (full refund, partial refund, or no refund).
• You'll receive an email with the outcome.

Most disputes are resolved within 3-5 business days after the Vendor responds.

If your item arrives damaged:

• File a dispute through the delivery confirmation email link immediately.
• Take clear photos of the damage (item and packaging).
• Keep the item and packaging until the dispute is resolved.
• Do not attempt to repair the item — this may affect your refund eligibility.

If you receive an item different from what you ordered:

• File a dispute with photos of the item received and your order details.
• Do not use or alter the item.
• We'll arrange for the correct item or a full refund.
• The Vendor may request the wrong item to be returned at their expense.

If you do nothing, the order will be auto-confirmed after the Delivery Confirmation Window expires (Vendor's delivery estimate + 2-day grace period). The Vendor's Pending Balance will be moved to Available Balance, and the commission will be deducted. You will not be able to file a standard dispute after auto-confirmation. Always check your email (including spam/junk) for the delivery confirmation link and confirm or dispute promptly.

Once an order auto-confirms, the standard dispute process is closed. However, you can still:

• Contact the Vendor directly through the Platform's messaging system.
• Contact Venderce support with your order details for exceptional case review.

We recommend always checking your email (including spam/junk) for the delivery confirmation link to avoid missing the dispute window.

When a refund is approved:

• The refund is processed to your original payment method.
• Processing typically takes 5-10 business days.
• You'll receive an email confirmation when the refund is processed.

Note: Shipping costs are generally non-refundable unless the item was not delivered or was significantly misrepresented.

The following items are generally not eligible for return:

• Perishable goods (food, flowers, etc.)
• Intimate or sanitary products (underwear, swimwear, earrings)
• Hazardous materials or flammable liquids
• Downloadable software, digital products, or gift cards
• Items that have been used, washed, or altered by the Buyer
• Items without original packaging or tags
• Custom-made or personalized items (unless defective)

See our Returns & Dispute Policy for full details.

Venderce does not have a centralized returns process. However, some Vendors may offer discretionary returns (e.g., "7-day returns for unworn items with tags"). Check the Vendor's storefront for their return policy. If they offer returns, contact the Vendor directly. You may need to ship the item back at your own cost.

Click "Sell on Venderce" at the top of the page, or visit our Vendor Signup page. You'll need to provide your business details, identity verification, and tax information. Once approved, you can set up your store and start listing products.

After your Vendor account is approved, go to your Vendor Dashboard and click "Add Product." You'll need to provide:

• Product title and detailed description
• High-quality photos (multiple angles recommended)
• Price and available variants (size, color, etc.)
• Stock quantity and shipping information

When you receive an order:

• You'll get a notification in your Vendor Dashboard and via email.
• Prepare the order for shipping.
• Mark the order as "Dispatched" in your Dashboard — this triggers the delivery confirmation email to the Buyer.
• Provide valid tracking information where applicable.

The Buyer's payment is held in escrow until they confirm delivery or the confirmation window expires.

You receive payment after the Buyer confirms delivery or the confirmation window expires (auto-confirmation). Funds are released to your account minus the platform commission. Payouts are processed according to your selected payout schedule in the Vendor Dashboard.

If a Buyer files a dispute:

• You'll receive a notification with the dispute details.
• You have 48 hours to respond with evidence (photos, tracking info, communication records).
• Venderce reviews all evidence and makes a determination.
• Consistent quality issues or multiple disputes may result in account restrictions.

Best practices: respond promptly, provide clear evidence, and maintain accurate product descriptions to minimize disputes.

Venderce charges a commission on each completed transaction. Commission rates are provided during vendor onboarding and are visible in your Vendor Dashboard. There are no setup fees or monthly subscription fees — you only pay when you make a sale.

Venderce monitors dispute rates to maintain marketplace quality. Vendors with 3 or more disputes may be automatically blocked from the Platform. To avoid this:

• Provide accurate product descriptions and photos.
• Ship orders promptly and with proper packaging.
• Respond to disputes quickly and professionally.
• Maintain consistent product quality.

Blocked Vendors may appeal through our support team.

• Pending Balance: Funds from shipped orders that have not yet been confirmed as delivered. These funds are held until the Customer confirms delivery or the order is auto-confirmed.
• Available Balance: Funds from delivered orders that are ready for withdrawal. You can request a payout of these funds to your bank account.

When:

• The Customer clicks "I Have Received This Order" in their delivery email.
• The order is auto-confirmed after the Delivery Confirmation Window expires.

The platform commission is deducted at the time of movement.

1. Go to your Vendor dashboard → Wallet.
2. Click "Withdraw."
3. Enter the amount (must meet the minimum withdrawal threshold).
4. Your OTP will be sent to your registered phone/email. Enter it to verify.
5. The withdrawal request is submitted and will be reviewed by Venderce.
6. Once approved, the funds are transferred to your verified bank account within 1-3 business days.

Click "Sign Up" at the top of the page. You can register with your email address or sign in with a social account (Google). You'll need to verify your email address to complete registration.

Click "Forgot Password" on the login page and enter your email address. You'll receive a password reset link. The link expires after a limited time for security purposes. If you don't receive the email, check your spam/junk folder.

Go to your Account Settings page. You can update your email, phone number, and other profile information. Changes to your email will require verification of the new address.

Go to your Account Settings and scroll to the "Danger Zone" section. Click "Delete Account" and follow the confirmation steps. Note that account deletion is permanent and any pending orders or disputes will still be processed.

Yes. We use industry-standard security measures including SSL/TLS encryption, secure payment processing (PCI-DSS compliant), and regular security audits. We do not sell your personal data to third parties. See our Privacy Policy for full details.

• Do not click any links or download attachments.
• Check the sender's email address — official Venderce emails come from @venderce.com.
• Forward the suspicious email to support@venderce.com.
• Change your password if you clicked any links.

Venderce is an online marketplace that connects independent fashion vendors with buyers. We provide the platform, payment processing, and dispute resolution — but each Vendor operates independently and is responsible for their own products, shipping, and customer service.

You can reach us through:

• This Help Center — use the "Contact Us" button below to submit a question.
• Email: support@venderce.com
• Dispute-related issues: disputes@venderce.com

We aim to respond within 24-48 hours during business days.

Our policies are available in the footer of every page:

• Returns & Dispute Policy — how returns and disputes work
• Privacy Policy — how we handle your data
• Terms of Service — rules for using Venderce
• Vendor Agreement — terms for Vendor partners

Auto-confirmation is a safety feature that automatically marks an order as delivered if the Customer does not confirm or dispute within the Delivery Confirmation Window (Vendor's delivery estimate + 2-day grace period). This prevents orders from remaining in limbo forever.

Venderce charges Vendors a commission on each completed order. The commission consists of a percentage of the order total plus a fixed fee. The exact rate is disclosed in the Vendor's agreement and may vary by Vendor tier. Customers do not pay any platform fees.

Currently, Venderce primarily operates in Nigeria and processes payments in Nigerian Naira (NGN). International shipping is available only if the Vendor explicitly offers it. We plan to expand to other countries in the future.