Support and Compliance
Use this page to prepare for support requests, formal complaints, and compliance reviews related to your Go Dokan vendor account. It is practical guidance; your Vendor Agreement and applicable Go Dokan policies remain authoritative where they set additional requirements.
Vendor compliance responsibilities
Vendors are responsible for their business information, products, listings, order fulfilment, customer information, and applicable after-sales obligations. To maintain a reliable account:
- Keep business registration, renewal, PAN/VAT, representative, settlement, pickup, return, and warranty details accurate and current.
- Sell only lawful products that you are authorized to offer. Follow applicable product-category restrictions, licenses, certification, safety, labeling, and import requirements.
- Keep product titles, descriptions, specifications, compatibility, images, price, taxes, stock, availability, delivery terms, warranty, and return conditions accurate.
- Keep evidence for product source, brand authorization, authenticity, safety, warranties, and other claims made in a listing.
- Confirm availability and final details before the buyer is asked to pay. Do not accept payment outside approved Go Dokan channels or dispatch an inquiry that has not become a confirmed order.
- Pack and hand over the confirmed product correctly, include required invoices and documents, and cooperate with delivery, return, refund, replacement, and warranty reviews.
- Keep transaction and support records needed to address inquiries, settlements, complaints, and legal or tax obligations.
Correct a listing or notify Go Dokan promptly if you discover an inaccurate price, stock level, product claim, or compliance issue. Do not submit false, misleading, incomplete, or outdated business or product information.
Protect buyer and account information
Use buyer information only to respond to the Cart Inquiry, fulfil the order, provide after-sales support, or perform another purpose disclosed by Go Dokan. Do not use it for unrelated marketing, resale, profiling, or off-platform collection. Share it only with authorized staff or service providers who need it for the transaction, and protect it from unauthorized access.
Keep Vendor Portal credentials private, use strong passwords, restrict access to authorized representatives, and remove access when it is no longer needed. Never ask a buyer or another vendor for a password, OTP, verification code, PIN, banking password, or full payment credentials. Go Dokan support should not need those secrets to investigate an issue.
If you suspect account compromise, unauthorized access to buyer data, fraud, an unsafe or prohibited product, or an unauthorized payment, stop the risky activity where possible, preserve relevant records, and contact Go Dokan promptly. Do not delete or alter evidence connected to an active issue.
Support request or formal complaint?
Use a regular support request for operational help, such as Vendor Portal access, product listing assistance, inquiry response, order fulfilment, settlement questions, or delivery coordination.
Submit a formal complaint when you are reporting a specific grievance, disputing an outcome, raising a serious safety or fraud concern, or asking Go Dokan to investigate alleged misconduct. A complaint may be submitted by a vendor or an authorized representative. Go Dokan may record it, acknowledge receipt, create a Complaint ID where applicable, assign it for review, and request further information. Keep the reference for follow-up.
For formal procedures, complaint categories, and grievance escalation, read the Complaint Handling Policy. For account or marketplace security practices, see Trust & Safety.
Choose the right issue category
When describing your issue, identify the affected process so it can be directed for review. Depending on the issue, it may concern:
| Issue | Helpful information to include |
|---|---|
| Vendor onboarding or account | Vendor name or ID, registered contact, application or verification reference, and the step where progress stopped |
| Product listing or compliance | Product ID, listing URL or title, category, source or authorization records, and the correction or review requested |
| Cart Inquiry or availability | Inquiry ID, product and variant, requested quantity, availability response, confirmed price, and relevant communication |
| Order or fulfilment | Order ID, product and quantity, order status, dispatch or handover date, and any delivery or tracking reference |
| Payment or settlement | Settlement period, transaction reference, amount and date, relevant order IDs, expected amount, and settlement statement |
| Return, refund, replacement, or warranty | Order ID, product or serial number, claim date, product condition, warranty terms, and inspection or return records |
| Vendor Portal or website | Account or vendor ID, page or feature, time of the issue, exact error message, device or browser if relevant, and screenshots |
| Safety, fraud, privacy, or prohibited product | Product or account reference, what happened, when it happened, immediate risk, and unaltered supporting evidence |
Issues may be referred to the relevant operations, accounts, customer support, logistics, or technical staff. Routing depends on the facts; including the category and references helps the team assess it but does not guarantee a particular assignment.
Prepare a useful support request
Before contacting support, gather as many relevant details as you can:
- Vendor business name, account ID, and the best registered contact method
- Inquiry ID, Order ID, Product ID, settlement reference, or Complaint ID, as applicable
- A short timeline with dates and relevant status changes
- A factual description of what happened and what you have already tried
- The result you are requesting, such as a status correction, investigation, settlement review, or policy clarification
- Relevant product photos, listing screenshots, invoices, source or authorization documents, payment records, tracking records, and communications
Submit only information relevant to the issue. Make sure files are readable and genuine; do not crop or edit evidence in a way that changes its meaning. Keep the originals and copies of anything you send. Do not include passwords, OTPs, PINs, banking passwords, full card numbers, or authentication credentials.
Investigation and vendor cooperation
Go Dokan may review order, listing, payment, settlement, delivery, return, warranty, account, and communication records, and may request further information from you or another party. Depending on the case, a review may require product inspection, courier or payment-provider investigation, or confirmation of source and warranty documents.
Respond to reasonable requests in a timely way. Keep relevant products and packaging available when inspection may be needed; do not discard, repair, alter, or resell disputed items before receiving instructions. Provide accurate records, including invoices, serial numbers, product photographs, tax invoices, delivery and return records, and relevant communications. Delayed or missing information can limit what can be established.
Complaint information may include personal, commercial, or confidential data. Go Dokan may use it to investigate, communicate with the parties, process a remedy, maintain records, improve marketplace safety, or meet legal obligations. Information may be shared with a vendor, buyer, delivery or payment provider, adviser, or authority where reasonably necessary and permitted. See the Privacy Policy for details.
Status, response, and possible outcomes
Support and complaint statuses depend on the tools used for the case. A request may be shown as New, In Review, Assigned, Waiting for Buyer, Waiting for Vendor, Waiting for Payment, Resolved, Closed, or Reopened. These are possible status labels, not a promise that every channel displays each status or that every case follows the same sequence.
Go Dokan aims to acknowledge and process complaints within reasonable operational timeframes. Where a statutory or contractual response period applies, that period is followed. Under the Complaint Handling Policy, a written decision or reasoned response may be provided within 15 days where applicable, subject to shorter mandatory periods and circumstances such as missing evidence, product inspection, third-party investigation, or events outside reasonable control. If more time is reasonably required, the complainant may be informed.
Depending on the evidence, applicable policy, agreement, and law, a case may result in clarification, a listing or account correction, delivery correction, return, replacement, refund, warranty service, settlement adjustment, vendor corrective action, removal of non-compliant content, or another appropriate remedy. Acknowledgement of a complaint is not a finding that the allegations are established.
Escalate an unresolved complaint
If you disagree with a response, the matter remains unresolved, or significant new evidence becomes available, request escalation through an official support channel. Include:
- The original Complaint ID or support reference.
- The previous response and the date received.
- The specific point that remains unresolved and why.
- Any new evidence or relevant update.
- The outcome you are requesting.
Clearly identify urgent issues such as serious safety risks, suspected counterfeit or illegal products, fraud, unauthorized payment activity, privacy or security incidents, or threats to users. For formal escalation and grievance contact procedures, follow the Complaint Handling Policy.
Contact Go Dokan
Use Submit Support Request or Track Existing Ticket and include your support or complaint reference when following up. 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
Related guidance: Vendor onboarding and profile, Products and inventory, Inquiries and orders, Payments and settlements, Delivery, returns, and promotions, and the full Vendor's Guide.