Learn how to manage your Go Dokan customer account, place orders, track deliveries, make payments, and get support.

Welcome to the Go Dokan customer guide.

This section explains everything you need to know as a customer from creating your account and finding products to placing orders, tracking deliveries, making payments, and getting help when something goes wrong.

Getting Started

To use Go Dokan as a customer, you can browse available products and create an account when required.

Customer help topics

Find customer guidance for your account, product availability, Cart Inquiries, payments, delivery, returns, and support.

Your account helps you:

Manage your personal information
Save delivery details
Place and manage orders
View order history
Track deliveries
Manage payments
Request returns or refunds
Contact customer support
Submit complaints or feedback

Tip: Keep your phone number and delivery information up to date so that Go Dokan and delivery partners can contact you when necessary.

Creating a Customer Account

To create an account:

Open Go Dokan.
Select Sign Up or Create Account.
Enter the required information.
Verify your phone number or other requested information.
Complete the registration process.
Sign in to your account.

Use accurate information when creating your account.

You may be asked to provide additional information where required for order processing, verification, payment, delivery, or legal compliance.

Managing Your Account

You can update information associated with your account from your account settings.

Depending on the available features, you may be able to manage:

Name
Phone number
Email address
Delivery addresses
Account preferences
Security settings

Keep Your Information Updated

Make sure your:

Phone number is active
Delivery address is complete
Landmark is accurate
Contact information is current

Incorrect information can result in delivery delays or failed delivery attempts.

Adding a Delivery Address

When adding a delivery address, provide enough information for the delivery partner to locate you.

Include:

Full name
Phone number
Province
District
Municipality
Area or locality
Street or tole
House/building information where applicable
Landmark
Any useful delivery instructions

Account and Security

Create an account with accurate contact details and keep your phone number, email, and delivery addresses current. Use a strong, unique password and never share your password, OTP, verification code, payment PIN, or full payment credentials with anyone.

If you cannot sign in, forgot your password, or did not receive or cannot use an OTP, follow the troubleshooting steps in the help center. For profile, address, and password settings, use your account management pages. Contact support promptly if you notice an order, payment, login, or account change you did not make.

Best practices

Keep your account recovery information current.
Use a unique password for Go Dokan.
Do not save passwords on shared devices.
Log out after using a public or shared device.
Protect the email and phone number linked to your account.
Never share your OTP or verification code.

Browsing Products and Submitting a Cart Inquiry

Review product name, description, brand, specifications, compatibility, images, seller information, price, quantity, taxes, delivery charges, estimated delivery time, warranty, and return or cancellation conditions. If important information is unclear, ask Go Dokan before proceeding.

Submit a Cart Inquiry

Sign in when required and add the products and quantities you want to your cart.
Review the cart and provide a complete delivery address and active contact number.
Submit the cart as a Cart Inquiry.
Wait while Go Dokan and the vendor check stock, variant, quantity, current price, and delivery possibility.
Review the confirmed items, final amount, and any proposed changes.
Accept the details and proceed to payment only after availability is confirmed.

Go Dokan uses an Inquiry-Based Checkout System: a Cart Inquiry is a request, not a completed purchase or payment authorization. If items are partly or fully unavailable, you may remove them, select an alternative, or continue with the available items. Do not pay for unconfirmed items.

What to check before paying

Product details match your requirement.
Price, quantity, and taxes are correct.
Delivery location and charges are accurate.
Product is available in the required quantity.
Warranty or return conditions are acceptable.
Seller and delivery details are correct.

Orders and Tracking

Check the inquiry or order status in your Go Dokan account and keep its reference number. Typical progress may include:

Cart Inquiry Submitted
Under Availability Review
Awaiting Buyer Confirmation
Payment Pending
Payment Received
Order Confirmed
Processing
Shipped / Out for Delivery
Delivered

Use Track Inquiry / Track Order wherever tracking is offered. An inquiry can be tracked before it becomes a confirmed order. Review the vendor's availability response and final details; payment and fulfilment follow confirmation.

Delivery timing

Standard delivery within Kathmandu is generally free and expected within up to 48 hours after order confirmation.
Delivery outside Kathmandu is generally estimated at 2 to 7 business days after confirmation.
Remote routes, weather, holidays, road conditions, vendor preparation, and logistics conditions can affect the estimate.
The estimate shown for your specific order should be used when it differs from the general estimate.

Orders may generally be cancelled before dispatch, subject to the applicable terms. If the order has shipped, arrived, or the cancellation option is unavailable, contact support about the applicable return or refund process.

Payments and Refunds

Pay only after Go Dokan and the vendor have confirmed product availability and the final order details, and you have accepted the confirmed items and total. Check taxes, delivery charges, and the payment amount, then use a payment method offered through Go Dokan. Do not send money to an undisclosed account or share OTPs, PINs, banking credentials, or full payment credentials.

If a payment has a problem

If payment is pending, deducted but shown as failed, duplicated, or successful without an order confirmation, do not immediately pay again. Keep the transaction reference, amount, date, payment method, and Inquiry ID or Order ID, then contact support so the transaction can be checked.

Refunds

Refund eligibility depends on the reason, order and return status, payment method, applicable policy, and any required product or vendor verification. Once approved, processing time can vary by bank, wallet, or payment provider. Keep the payment confirmation until the issue is resolved.

Delivery and Returns

Check that your delivery address, active phone number, and recipient details are correct before submitting a Cart Inquiry. Delivery is arranged after the order is confirmed and the required payment or approved credit status is recorded.

Keep your phone available during the delivery window. Couriers are not authorized to collect the product price in cash unless your order explicitly says otherwise. Do not share payment OTPs or PINs with a courier. Before accepting a package, check the package count and visible damage or tampering where practical.

Report a delivery or product issue

For a delay or failed delivery attempt, check tracking and confirm the address and recipient can be reached. For a wrong, damaged, or missing product, keep the package and contents, take clear photos, and note the Order ID, product, quantity, and tracking reference. Contact support promptly with a concise description and relevant evidence.

Eligible return requests are generally subject to a standard return period, product-category conditions, and applicable law. Keep the product unused and preserve packaging, accessories, and invoices where possible while awaiting instructions. A refund or replacement is not automatic; the product and claim may need review.

Support and Safety

Contact Go Dokan support about an account, Cart Inquiry, order, payment, delivery, return, refund, warranty, or product issue. Include your name or account contact, Inquiry ID or Order ID, product and vendor names where relevant, payment reference when applicable, a clear description, and screenshots or documents that help explain the issue. Share only information needed to resolve the request.

A support request may move through statuses such as:

New
In Review
Assigned
Waiting for Buyer
Waiting for Vendor
Waiting for Payment
Resolved
Closed
Reopened

Keep your ticket or complaint reference, follow the latest update, and provide requested details through the official support channel. For order issues, include relevant photos, tracking information, and payment references; for a payment issue, do not include full card or account credentials.

Never share your password, OTP, verification code, payment PIN, or full payment credentials, even with someone claiming to be Go Dokan support or a delivery partner. Use the official Go Dokan platform for account actions, order updates, and payments.

Official contact details

Email: godokannepal@gmail.com or info@godokan.com
Phone: +977 9852002011 or +977 015970615
Office: Rising Mall, 4th Floor, Teendhara Marg, Durbar Marg, Kathmandu 44600, Nepal

Use support channels to submit a request or track an existing ticket. For security and payment safety guidance, see the Trust & Safety section and the contact guide.

Safe Buying Practices

When purchasing products:

Review the product information carefully.
Check the seller and product details.
Confirm the quantity and price.
Review your delivery address.
Check your order before payment.
Keep your order information.

If something appears incorrect, review the details before completing the order.

Reporting a Problem

Report suspicious or inappropriate activity to Go Dokan support.

You may need to provide:

Your name or account information.
Order number, if applicable.
Product information.
Description of the problem.
Screenshots or relevant evidence.

Only provide information necessary to investigate the issue.

Final reminder

A successful customer journey on Go Dokan begins with checking product availability, confirming the final order details, and making payment only after that confirmation is complete. Always use official Go Dokan channels for account access, payments, order updates, and support communication.

Customer Guide