Questions about orders and delivery

How am I notified of a new order?

Notifications are set in My store → Settings, under the Notification tab. It has five checkboxes: delivery, invoice, order, product and store. They are all ticked by default.

To get an alert on your phone the moment an order comes in, install the Wasal seller app: it sends push notifications.

What is the deadline to confirm an order?

The deadline depends on the delivery mode chosen by the buyer:

• W-Now: 40 minutes to accept the order, then 10 minutes to mark it "Ready to pick".
• W-Comfort: 12 hours to accept the order, then 75 minutes to mark it "Ready to pick".

These deadlines only run during your store's opening hours. In W-Now, an order that is not accepted is cancelled automatically after 75 minutes. In W-Comfort, an order that is not "Ready to pick" 24 hours after its processing time is cancelled automatically (rule details). The commission is then withheld.

For details, see SLA, W-Now, W-Comfort and SLA penalty.

Who handles the delivery?

Delivery is handled by a logistics provider (3PL) that Wasal assigns to each order, for example POWER DELIVERY or FUTURAMA. You do not use your own carrier.

You prepare the parcel. At collection, the courier gives you a code (OTP): enter it on the order, in the seller app or on the web portal, to confirm the parcel handover.

How much does delivery cost?

Delivery fees appear in the detail of each order. The Net Collect Amount is the amount after deduction of the Wasal commission and applicable fees.

Find the details in Processing an order.

An order was delivered but the buyer says they did not receive it?

Open a ticket from the Helpdesk Module and give the order number. If the buyer opens a dispute, send your evidence without delay: the procedure is detailed in Handling a customer dispute.