Customer Support and Safety

Use this page to get help with your customer account, Cart Inquiry, order, payment, delivery, return, refund, warranty, or a concern about a product or seller.

Protect your account and information

Use a strong, unique password and keep your phone and email secure. Never share your password, OTP, verification code, payment PIN, or full payment credentials with a seller, courier, or person claiming to represent Go Dokan. Use Go Dokan's official site and support channels for account actions, order updates, and payment.

Share only the information needed to resolve your request. Do not send full card numbers, banking passwords, or authentication secrets. If you believe your account or payment method has been accessed without permission, contact support promptly and preserve relevant messages or transaction records.

Contact support

For a routine question or issue, submit a support request or track an existing ticket through Contact Go Dokan. Include the details that help identify the case:

Your name and the contact method associated with your account
Inquiry ID or Order ID, if applicable
Product name and seller, if relevant
Payment transaction reference for a payment issue
A short description of what happened and when
Clear photos, screenshots, or documents that support your request

Keep your ticket reference and use it when following up. Support may ask for more information or coordinate with the seller, delivery partner, or payment provider to investigate.

Submit a complaint

Submit a formal complaint if you are dissatisfied with how an issue was handled, dispute an outcome, or need Go Dokan to review a serious concern such as suspected fraud, an unsafe or prohibited product, privacy misuse, or misconduct. Describe the issue factually and state the resolution you are requesting. Include your previous support or Complaint ID, relevant dates, and any new evidence.

Go Dokan may review order, product, payment, delivery, return, account, and communication records and may request information from you or other parties. Acknowledgement of a complaint does not by itself establish that a claim is proven. For formal procedures and escalation, read the Complaint Handling Policy.

Follow up or escalate

Check for updates using the ticket or complaint reference. If the issue remains unresolved or you have important new information, reply through an official support channel and include:

The original ticket or Complaint ID.
The latest response and when you received it.
What remains unresolved.
Any relevant new evidence.
The outcome you are requesting.

For urgent safety, fraud, unauthorized payment, or privacy concerns, identify the urgency clearly when contacting support. Complaint response periods and outcomes are subject to the Complaint Handling Policy and applicable requirements.

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