ghanaStock unavailable before supplier approval
If the supplier rejects a paid order before dispatch because stock is unavailable, the policy is a full refund of the paid order amount, with no platform penalty to the supplier. An unpaid order request has no payment to refund.
Cancellation after supplier approval
For an approved order that requires reversal, a 2% handling fee is calculated on the goods subtotal, not on the delivery fee. Where the distributor is responsible, this fee is charged to the distributor’s platform balance; it is not deducted from the buyer’s goods refund. Where the retailer is responsible, the goods refund is reduced by that 2% handling fee, while the unused delivery baseline is refunded in full. Completed delivery and disputed responsibility require support review.
Incorrect, missing or damaged products
Check the delivery before providing the handover code. Report the issue promptly with the order reference, item details and evidence. Keep the goods and packaging available for inspection. Contact support before sending products back so the return destination, eligibility and any transport charges can be agreed with the seller.
A change-of-mind return is subject to the seller’s agreement and the product’s condition and nature. This does not remove any rights that apply under Ghanaian law.
How to request help
Use Help & requests in your workspace, email Joyk01619@gmail.com or call +233 55 500 0835. Include the order reference, reason and relevant evidence. Do not send passwords, OTPs or payment PINs.
Refund processing
Refunds are reconciled against the original payment and processed through the applicable payment-provider route. The team will confirm the amount and status. Provider processing times vary; a refund request or pending status does not mean funds have reached your account. Do not pay a fee to an unknown person to release a refund.
Paystack activation is currently awaiting review. Live refund processing requires an actual live payment and an enabled provider; test payments are not real funds.