Recommended FAQ Categories for Website

General

Account

Cart Inquiry & Buying Process

Payment

Inquiry / Order Tracking

Shipping & Delivery

Returns & Refunds

Warranty

Vendor Support

Support & Complaints

Safety

Feature Request

Common Inquiry / Order Status Table

Status

Meaning

Inquiry Submitted

Your cart inquiry has been received

Under Review

Go Dokan is checking your inquiry

Waiting for Vendor

Vendor is checking availability

Partially Available

Some items are available

Payment Pending

Items are confirmed and payment is pending

Order Confirmed

Payment is completed and order is confirmed

Processing

Order is being prepared

Shipped / Out for Delivery

Order is on the way

Delivered

Order has been delivered

Cancelled / Unavailable

Inquiry or order cannot proceed

FAQ Content

1. General

No.

Question

Final Website Answer

1

What is Go Dokan?

Go Dokan is a Nepal-based multi-vendor B2B marketplace where buyers can find products from different vendors and submit purchase inquiries before making payment.

2

Is Go Dokan a seller or marketplace?

Go Dokan is a marketplace platform. We connect buyers and vendors, support product inquiries, help confirm availability, coordinate orders, and provide customer support.

3

Does Go Dokan keep all products in stock?

No. Products are listed by different vendors. Because stock may change, Go Dokan confirms product availability before asking the buyer to make payment.

4

What type of products are available on Go Dokan?

Go Dokan focuses on business, wholesale, electronics, mobile repair tools, spare parts, accessories, and related product categories. Product categories may be updated from time to time.

2. Account

No.

Question

Final Website Answer

1

Do I need an account to buy from Go Dokan?

Yes, you need to create an account to submit cart inquiries, track inquiries/orders, manage your profile, and contact support.

2

How do I create an account?

You can create an account by clicking Register, entering your required details, and verifying your mobile number or email if required.

3

Can I update my profile details?

Yes. You can update your name, contact number, email, address, and other profile details from your account section.

4

I forgot my password. What should I do?

Click Forgot Password on the login page and follow the instructions to reset your password.

3. Cart Inquiry & Buying Process

No.

Question

Final Website Answer

1

What is a cart inquiry?

A cart inquiry is a request submitted by the buyer to check whether selected products are available before payment.

2

Why does Go Dokan use cart inquiry?

Go Dokan uses cart inquiry to confirm stock, price, quantity, product variant, and delivery possibility before the buyer makes payment. This helps reduce payment issues and refund problems.

3

Can I pay immediately after adding products to cart?

No. Go Dokan follows an Inquiry-Based Checkout System. Payment is requested only after Go Dokan Admin and the concerned vendor confirm product availability.

4

How does the buying process work?

Add products to cart → Submit cart inquiry → Go Dokan Admin and vendor check availability → Buyer receives confirmation → Buyer updates cart if required → Buyer proceeds to payment → Order is confirmed → Order is processed for delivery.

5

What happens after I submit a cart inquiry?

Go Dokan Admin and the vendor review your inquiry. Once product availability is confirmed, you will be notified to proceed with payment.

6

Is submitting a cart inquiry the same as placing an order?

No. A cart inquiry is only an availability request. Your order is confirmed only after availability is confirmed and payment is completed.

7

What happens if some items are not available?

If some items are unavailable, you may remove those items, choose similar suggested products, or continue only with available items.

8

What happens if no item is available?

If no item is available, Go Dokan may suggest similar products where possible, or the inquiry may be closed.

4. Payment Questions

No.

Question

Final Website Answer

1

When should I make payment?

You should make payment only after Go Dokan confirms product availability and sends payment instructions.

2

Why can’t I pay directly during checkout?

Because product stock and price may change. Go Dokan confirms availability first to avoid taking payment for unavailable items.

3

What payment methods are available?

Available payment methods may include online payment, bank transfer, wallet payment, card payment, or other payment options provided by Go Dokan.

4

Is my order confirmed after payment?

Your order is confirmed after product availability is approved and payment is successfully received through official Go Dokan channels.

5

What should I do if payment fails?

If payment fails, check your payment details, internet connection, and payment balance. If money is deducted but the payment is not confirmed, contact Go Dokan Support with the payment reference.

6

Should I pay directly to a vendor?

No. Please make payment only through official Go Dokan payment channels or approved payment instructions.

5. Inquiry / Order Tracking Questions

No.

Question

Final Website Answer

1

How do I track my inquiry or order?

You can track your inquiry or order from the Track Inquiry / Track Order section using your inquiry ID, order ID, or registered contact details.

2

What is the difference between inquiry ID and order ID?

An Inquiry ID is created when you submit a cart inquiry. An Order ID is created after availability is confirmed and payment is completed.

3

Can I change my cart after inquiry?

Yes, if some items are unavailable or need correction, you may be asked to update your cart before payment.

4

What are common inquiry/order statuses?

Common statuses may include Inquiry Submitted, Under Review, Waiting for Vendor, Partially Available, Payment Pending, Order Confirmed, Processing, Shipped / Out for Delivery, Delivered, Cancelled / Unavailable.

6. Shipping and Delivery

No.

Question

Final Website Answer

1

When will delivery start?

Delivery starts after product availability is confirmed, payment is completed, and the order is approved for processing.

2

How long does delivery take?

Delivery time depends on product availability, vendor readiness, delivery location, and logistics conditions.

3

Does Go Dokan provide delivery?

Go Dokan may provide delivery support directly through Go Delivery or through logistics partners depending on location and order type.

4

Can I change my delivery address?

You should contact Go Dokan Support as soon as possible. Address changes may not be possible after the order is dispatched.

5

What happens if delivery fails?

If delivery fails because the buyer is unavailable, the address is incorrect, or contact cannot be made, Go Dokan will contact the buyer for the next step.

7. Returns and Refunds

No.

Question

Final Website Answer

1

Can I return a product?

Return eligibility depends on product type, condition, vendor policy, and Go Dokan return rules.

2

When can I request a return?

You may request a return if:

• Wrong product was delivered

• Product was damaged during delivery

• Product was defective on arrival

• Product does not match confirmed order details

• Missing item issue is reported

  3

  When may return not be accepted?

  Return may not be accepted if:

• Product is used or damaged by the buyer

• Packaging or accessories are missing

• Return request is made after the allowed period

• Product is not eligible for return

• Product was ordered incorrectly by the buyer

  4

  How do I request a refund?

  You can submit a refund request through Go Dokan Support with your order details, issue description, photos/videos, and payment information if required.

  5

  How long does refund take?

  Refund time may depend on payment method, vendor confirmation, product verification, and internal approval process.

8. Warranty Questions

No.

Question

Final Website Answer

1

Do all products have warranty?

No. Warranty depends on the product, vendor, brand, or manufacturer. Warranty details should be checked before purchase confirmation.

2

How do I claim warranty?

To claim warranty, contact Go Dokan Support with your order ID, product details, issue description, invoice or warranty card if available, and photos/videos if required.

3

What does warranty usually not cover?

Warranty may not cover:

• Physical damage

• Water damage

• Burn damage

• Misuse or mishandling

• Unauthorized repair

• Expired warranty period

• Missing warranty document

  4

  Who provides the warranty?

  Warranty may be provided by the vendor, supplier, brand, or manufacturer. Go Dokan helps coordinate the claim where applicable.

9. Vendor Questions

No.

Question

Final Website Answer

1

How can I become a vendor on Go Dokan?

You can apply through the Become a Vendor page by submitting your business details, contact information, product categories, and required documents.

2

What documents are required for vendor registration?

Required documents include business name, PAN/VAT details, contact details, bank details, shop/location details, and other documents requested by Go Dokan.

3

What is the vendor’s role in cart inquiry?

When a buyer submits a cart inquiry, the vendor must confirm product availability, price, quantity, variant, and delivery readiness.

4

How quickly should vendors respond to inquiries?

Vendors should respond as quickly as possible so buyers can receive confirmation and proceed with payment without delay.

5

How does vendor settlement work?

After successful order completion and approved settlement request, Go Dokan settles the vendor amount after deducting applicable commission, handling charges, delivery charges, return/refund adjustments, or approved deductions.

10. Support and Complaint Questions

No.

Question

Final Website Answer

1

How do I contact Go Dokan Support?

You can contact Go Dokan through the Help & Support section, support ticket, phone, email, or official communication channels.

2

What information should I provide when contacting support?

Please provide:

• Name

• Mobile number

• Inquiry ID or Order ID

• Product name

• Issue details

• Screenshot or photo, if available

• Payment reference, if applicable

  3

  Can I submit a complaint?

  Yes. You can submit complaints related to orders, vendors, payment, delivery, return, refund, warranty, or platform issues through Go Dokan Support.

  4

  How can I track my support request?

  If a ticket ID is provided, you can use it to follow up with Go Dokan Support.

11. Safety Questions

No.

Question

Final Website Answer

1

How can I stay safe while using Go Dokan?

Use only official Go Dokan channels, do not share OTP/password, and do not make payment to unknown accounts.

2

Will Go Dokan ask for my password or OTP?

No. Go Dokan will never ask you to share your password, OTP, PIN, or confidential banking details.

3

What should I do if I receive suspicious messages?

Do not respond or make payment. Report the suspicious message to Go Dokan Support immediately.

12. Feature Request

No.

Question

Final Website Answer

1

Can I suggest a new feature?

Yes. Customers, vendors, and staff can suggest improvements through the Feature Request page.

2

What kind of suggestions can I submit?

You can suggest improvements for website features, cart inquiry, vendor portal, product listing, delivery, payment, support center, mobile app, or business tools.

3

Will every feature request be implemented?

No. Go Dokan will review each suggestion and may accept, modify, prioritize, or decline it based on business and technical requirements.

Core Checkout Message to Use Across FAQ

Important Website Message

Go Dokan follows an Inquiry-Based Checkout System. Buyers submit their cart first. Go Dokan Admin and the concerned vendor check product availability. Payment is requested only after availability is confirmed.

Simple flow for website display:

1

Add products to cart

2

Submit cart inquiry

3

Go Dokan Admin and vendor check availability

4

Buyer receives confirmation

5

Buyer updates cart if required

6

Buyer proceeds to payment

7

Order is confirmed

8

Order is processed for delivery

Website Upload Checklist

• Use “Go Dokan” consistently across all pages.
• Replace “Track Order” with “Track Inquiry / Track Order” where both inquiry and order tracking are available.
• Mention payment only after availability confirmation.
• Use official Go Dokan payment channel wording in payment and safety FAQs.
• Add Cart Inquiry as a separate Help & Support category.
• Add Contact Support button at the end of the FAQ page.