Orders

description: Learn how to place, manage, track, cancel, and resolve issues with your Go Dokan orders.

The Orders section helps you manage your purchases on Go Dokan — from placing an order to receiving your Product, tracking delivery, and requesting support when something goes wrong.

How Orders Work

A typical Go Dokan order follows these steps:

Select a Product
Review Product details
Add the Product to your cart
Confirm your delivery information
Submit a Cart Inquiry and wait for the Vendor to confirm availability and final order details
Review the confirmed total and complete payment only after confirmation
Receive order confirmation
Vendor prepares the Product
Product is dispatched
Delivery is attempted
Product is delivered

The exact process may vary depending on the Product, Vendor, payment method, and delivery location.

Placing an Order

To place an order:

Sign in to your Go Dokan account.
Find the Product you want to purchase.
Review the Product description and specifications.
Select the required quantity or available options.
Add the Product to your cart.
Open your cart and review the items.
Confirm your delivery address and phone number.
Review the Product price and delivery charges.
Submit a Cart Inquiry.
Wait for the Vendor to confirm availability and final order details.
Select a payment method and complete payment only after confirmation.
Submit the confirmed order.

Before confirming your order, make sure all information is correct.

Order Confirmation

An order is accepted when Go Dokan communicates acceptance or when the Vendor dispatches the Product, whichever occurs first, subject to the applicable terms.

After placing an order, keep your Order ID for future reference.

Your Order ID may be required when contacting support about:

Delivery
Payment
Cancellation
Returns
Refunds
Warranty
Product problems
Complaints

Order Status

Status	What it means
Order Placed	Your order has been submitted.
Confirmed	The order has been accepted for processing.
Processing	The Vendor is preparing your Product.
Ready for Dispatch	The Product is prepared for delivery.
Dispatched	The Product has been handed to the delivery provider.
Out for Delivery	The delivery provider is attempting delivery.
Delivered	The Product has been delivered.
Cancelled	The order has been cancelled.
Returned	The Product has been returned to the Vendor.
Refunded	The applicable refund has been processed.

Some statuses may differ depending on the order and delivery provider.

Viewing Your Orders

To view your orders:

Sign in to your Go Dokan account.
Open Orders or My Orders.
Select the order you want to view.
Review the order details.

Depending on the available features, you may see:

Order ID
Product
Quantity
Price
Payment status
Order status
Delivery address
Tracking information
Vendor information
Expected delivery
Return or refund information

Track Inquiry / Track Order

If tracking is available for your order:

Open My Orders.
Select the relevant order.
Open the tracking information.
Review the latest delivery status.

Tracking availability depends on the delivery provider and destination.

Some remote deliveries may not have real-time tracking at every stage.

Tip: Keep your phone available during the expected delivery period because the delivery partner may contact you.

Delivery Times

Delivery times depend on your destination and the Product.

Kathmandu

Standard Kathmandu delivery is generally free and expected within up to 48 hours after order confirmation, unless a different estimate is shown or communicated.

Outside Kathmandu

Delivery outside Kathmandu generally takes approximately 2–7 business days after confirmation.

Delivery may take longer because of:

Weather
Festivals and holidays
Road conditions
Remote locations
Regulatory checks
Vendor processing delays
Delivery partner operations
Other operational circumstances

The delivery estimate provided for your specific order should be used where it differs from the general estimate.

Changing an Order

If you need to change your order, contact Go Dokan as soon as possible.

Changes may depend on whether the order has already been:

Confirmed
Prepared
Dispatched
Delivered

A delivery address change before dispatch may be possible depending on the circumstances.

A change may affect:

Delivery time
Delivery availability
Delivery charges

Once an order has been dispatched, changes may no longer be possible.

Cancelling an Order

Orders may generally be cancelled before dispatch, subject to the applicable terms.

To cancel an order:

Open My Orders.
Select the order.
Select Cancel Order, if available.
Select or enter the reason.
Confirm the cancellation.

If the Product has already been dispatched, cancellation may no longer be available.

In that situation, the applicable return or refund process may apply.

When an Order Cannot Be Cancelled

Cancellation may not be available when:

The Product has already been dispatched.
The order has already been delivered.
The cancellation window has expired.
The Product has entered a stage where cancellation is no longer operationally possible.
The Product has category-specific cancellation restrictions.

If the cancellation option is unavailable, contact support for assistance.

Failed Delivery

A delivery attempt may fail because:

The address is incorrect.
The address is incomplete.
Nobody is available to receive the order.
The customer cannot be contacted.
Required delivery verification cannot be completed.
The customer refuses the delivery.
The delivery location cannot be accessed.

The delivery provider may contact you to arrange another attempt.

Repeated failed delivery attempts may result in the order being returned to the Vendor.

Return to Origin (RTO)

An order may be returned to the Vendor when delivery cannot be completed.

Common reasons include:

Incorrect address
Customer unavailable
Repeated failed delivery
Customer refusal
Unable to contact the recipient

If the failed delivery was caused by the customer, an applicable re-delivery or return charge may apply where permitted and disclosed.

Such charges should not be applied where the failure was caused by a Vendor or Go Dokan error.

Receiving Your Order

When receiving your order:

Check the package.
Check the number of packages.
Look for visible damage or tampering.
Confirm that the Product is intended for you.
Complete any required delivery verification.
Keep your order and payment records.

If you notice serious package damage or tampering, report it as soon as possible.

Wrong Product

If you receive a Product that is different from what you ordered:

Do not dispose of the packaging.
Take clear photos of the Product and package.
Keep the Product in its received condition where possible.
Open your order details.
Contact Go Dokan Support.
Provide your Order ID and supporting evidence.

The applicable return, replacement, refund, or other remedy will depend on the circumstances and applicable policy.

Damaged Product

If your Product arrives damaged:

Take photos of the outer packaging.
Take photos of the damaged Product.
Keep the packaging.
Note any visible damage during delivery where possible.
Contact support promptly.
Provide your Order ID.

Go Dokan may investigate the issue using delivery records, handover information, photographs, tracking information, and other relevant evidence.

Missing Product or Item

If an item is missing from your order:

Check the order details.
Check whether the order was split into multiple packages.
Check the package contents carefully.
Contact support if the item is still missing.

Provide:

Order ID
Missing Product name
Quantity
Package information
Photos where useful

Product Returns

If your Product is eligible for return, you may generally request a return within the applicable return period.

The standard return-request window is generally 7 days, subject to Product-specific conditions and applicable law.

Returns may apply to Products that are:

Wrong
Defective
Damaged
Missing required components
Significantly different from their description
Otherwise eligible under the applicable return policy

Some categories may have different return conditions.

Refunds

A refund may be available when an order is cancelled, returned, or otherwise qualifies for a refund.

The refund process depends on:

Reason for refund
Payment method
Order status
Return status
Vendor confirmation where required
Applicable law and policy

If a refund is approved, the amount may be returned through the applicable payment channel.

Keep your payment confirmation until the issue is completely resolved.

Order Issues and Complaints

If you experience an issue with an order, contact Go Dokan Support.

Include:

Order ID
Product name
Tracking ID, if available
Description of the issue
Photos or videos, if relevant
Payment information where relevant

For a formal complaint, Go Dokan may provide a Complaint ID for tracking and follow-up.

Order Payment Safety

Only make payments through approved Go Dokan payment channels.

Do not:

Send money to an unknown personal account.
Pay a courier for the Product price unless the Platform explicitly provides that option.
Share your OTP.
Share your PIN.
Share your full payment credentials.
Follow payment instructions received from an unverified person.

If you receive suspicious payment instructions, stop the transaction and contact Go Dokan Support.