Help centre
How can we help?
Answers to the questions we get most often — first for shoppers, then for vendors running a store.
For shoppers
For vendors
For shoppers
Finding stores and products
Browsing the marketplace and finding what you need.
- How do I find stores?
- Open the marketplace to see the stores currently listed. You can search by name and filter by category to narrow things down.
- Each store has its own page showing its products, whether it offers pickup, delivery or both, and the contact details the store has chosen to publish.
- How are stores ordered in the marketplace?
- Stores are ordered by how many published products they have. Placement is not for sale — no store can pay to appear higher or to be featured.
Placing an order
Accounts, guest checkout, and how an order gets placed.
- Do I need an account to order?
- No. You can check out as a guest by giving your name, phone number and email address so the store can prepare your order and reach you about it.
- Creating an account is useful if you order regularly — it saves your delivery addresses and keeps your order history in one place. Guest orders are not linked to an account, so they will not appear in an order history later.
- How do I place an order?
- Open a store, add what you want to your cart, and go to checkout. You choose pickup or delivery, give the contact and address details the store needs, choose how you will pay, and place the order.
- Your order starts as pending until the store confirms it.
- How do I pay?
- Payment is arranged directly with the store, not through Vendio. Depending on what the store accepts, that may be cash on delivery, card on delivery using the store's own card machine, or bank transfer to the store's account.
- Vendio does not take card payments online and does not hold your money at any point. You will not be asked to enter card details on Vendio.
Pickup and delivery
How stores get your order to you.
- What is the difference between pickup and delivery?
- With pickup you collect the order from the store at the location it gives you. With delivery the store brings it to the address you provide, and a delivery fee may apply.
- Each store decides whether it offers pickup, delivery or both, which areas it delivers to, and what it charges.
- When will my order arrive?
- Timing is set by the store, not by Vendio. Any timeframe you are given is the store's estimate. If timing matters, check with the store before ordering.
After you order
Tracking, changes and getting help with an order.
- How do I check on my order?
- If you have an account, your orders page shows every order and its current status: pending, confirmed, ready, out for delivery, fulfilled, or cancelled. You will also be notified as the status changes.
- If you ordered as a guest, keep the confirmation you were given and contact the store directly for updates.
- Can I change or cancel my order?
- Not from your account — Vendio does not give buyers a way to change or cancel an order once it is placed. Contact the store as soon as possible and ask them. Stores can cancel an order on their side.
- Because payment is arranged directly with the store, anything to do with a refund is also handled by the store.
- Something went wrong with my order. What now?
- Contact the store first — they hold the order, the stock and the payment, so they can resolve most problems fastest. Their contact details are on their storefront.
- If you cannot reach them, or you think a store is behaving badly, get in touch with us through the contact page.
Your account
Sign in, addresses and personal details.
- How do I manage my addresses and details?
- Your account settings let you update your name and phone number, and add, edit or remove saved delivery addresses, including which one is used by default.
- I did not get my verification email.
- Check your spam folder first. You can request a new verification email from the sign-in flow. If it still does not arrive, contact us and we will help.
- How do I close my account?
- Closing an account is not self-service yet. Contact us and we will handle it for you.
For vendors
Setting up your store
From signing up to a live storefront.
- How do I open a store?
- Sign up for a vendor account and follow the onboarding steps. You will give your store a name and description, choose a category, and set how you want to fulfil orders.
- Once you have set up your store you can publish products and your storefront becomes reachable.
- How do I customise how my store looks?
- Your store settings let you upload a logo and a banner image, write your store description, and set your storefront colours. You can also set the public contact details shown to shoppers.
- How do shoppers find my store?
- Your store appears in the marketplace when it is set to be discoverable and is active. Shoppers can also reach it through search or by going to your store link directly.
- Marketplace ordering is based on how many published products you have. There is no paid placement.
Products and inventory
Listing what you sell and keeping it accurate.
- How do I add a product?
- Go to products in your dashboard and add a new one. Give it a name, description, category and price, upload images, and publish it when you are ready. Published products appear on your storefront.
- You can save a product as a draft while you are still working on it.
- How does stock tracking work?
- You can turn stock tracking on for a product and set the quantity you have. If you would rather manage availability yourself, leave tracking off and set the product's availability status instead.
- Can I upload products in bulk?
- Not yet. Products are added one at a time through the product editor. Product templates can save you time if you list a lot of similar items.
Receiving and fulfilling orders
Working through orders as they come in.
- How do I know when I have an order?
- New orders appear on your orders page and you are notified when one comes in. Each order shows the items, totals, the buyer's contact details, the fulfilment method and the payment method they chose.
- How do I update an order's status?
- Open the order and move it to its next status. Pickup orders go from pending to confirmed, then ready, then fulfilled once collected. Delivery orders go from pending to confirmed, then out for delivery, then fulfilled.
- You can cancel an order at any point before it is fulfilled. Buyers are notified when the status changes.
- How do I get paid?
- You collect payment directly from the buyer using whichever methods you have enabled — cash on delivery, card on delivery using your own card facilities, or bank transfer to your account.
- Vendio does not process order payments, hold funds, or pay out to vendors. The money goes straight from your customer to you.
Pickup, delivery and payment settings
Configuring how you trade.
- How do I set up pickup and delivery?
- In your store settings you choose whether you offer pickup, delivery or both, and set your delivery fee. Turn off whichever you do not offer so buyers are not given the option at checkout.
- How do I choose which payment methods I accept?
- Your store settings let you switch cash on delivery, card on delivery and bank transfer on or off independently. If you accept bank transfer, add the account details buyers should use — they are stored encrypted.
Team members and permissions
Letting other people help run your store.
- How do I add someone to my store?
- Invite them by email from your team page. They receive an invitation and join your store once they accept it.
- What can team members do?
- You choose. Permissions are set per person, so you can let someone manage orders without giving them access to everything else. You can change a team member's permissions, disable their access, or cancel an invitation that has not been accepted.
- An activity log shows which team member took which action on your store.
Still need help?
For a question about an order you have already placed, contact the store directly — they hold the order and can resolve it fastest. For anything else, send us a message and we will reply by email.
Already signed in? Your dashboard has a support centre with a searchable FAQ and a contact form tailored to your account.