Customer Frequently Asked Questions

Yendrop’s marketplace is broad and ever-growing. You can order:

• Food – Ranging from quick bites and traditional Ghanaian dishes to international cuisine and premium dining, with options for dietary preferences (vegan, vegetarian, gluten free, etc.).
• Groceries and fresh produce – Includes supermarket staples, fresh fruits and vegetables, dairy, meat, and bakery items, often sourced from local markets and specialty shops.
• Pharmacy and health items – Over-the-counter medicines, prescription drugs (where regulations permit), supplements, medical equipment, and personal care products from approved pharmacies.
• Electronics and tech accessories – Gadgets, chargers, headphones, small appliances, and related accessories.
• Parcels and courier services – Arrange for the pickup and delivery of packages, important documents, or gifts, with options for urgent or scheduled delivery.
• Bottled water and gas – Reliable delivery of essential home supplies for convenience and safety.
• Errands and custom requests – Bill payments, document drop-offs, shopping for hard-to-find items, and other personal tasks.

Order availability is determined by your delivery location and the vendor network in that area. The app automatically displays products and services that can be delivered to your address and may highlight exclusive items, special deals, or seasonal offers only available on Yendrop.

Placing an order on Yendrop is straightforward:

1. Download the Yendrop app from the Google Play Store or Apple App Store or visit the Yendrop website using a computer or mobile browser.
2. Sign in or create a new account with your email, phone number, and basic details.
3. Enter your delivery address – you can save multiple addresses (home, work, friend’s place, etc.) for future use.
4. Browse vendors and services – filter by category (food, groceries, pharmacy, etc.), vendor ratings, or search for specific items.
5. Add desired items to your basket, specifying quantities or special instructions (e.g., “no onions”, “gift wrap”, “call on arrival”).
6. Review your basket – check item details, subtotal, and estimated delivery fee. Apply promo codes if you have any.
7. Proceed to checkout – choose your payment method (card, Mobile Money, Yendrop Wallet, or cash on delivery where available).
8. Confirm your order. You’ll receive a confirmation with an order number, estimated delivery time, and real-time tracking link.
9. Monitor your order status in the app or via SMS/email notifications.

For scheduled orders, select your preferred delivery time during checkout. You can also add instructions for contactless delivery or specify who will receive the order if it’s for someone else.

Yes, an account is required for all orders on Yendrop. Registration ensures your orders are accurately tracked, your delivery addresses are saved, and your payment information is securely managed. Having an account also allows you to:

• View your complete order history, including receipts and delivery details.
• Save favourite vendors for quicker future ordering.
• Receive personalised recommendations, exclusive offers, and early access to promotions.
• Contact customer support easily through your account dashboard.

The sign-up process is quick, simply enter your name, email or phone number, then verify your details. You can also opt in to receive updates or marketing communications, which can be managed in your account preferences.

Yes, you can use the Yendrop website to place orders if you prefer not to download the mobile app or are using a device where the app is not supported. The web platform offers nearly all the same features as the app, including account management, vendor search, order tracking, payment processing, and customer support access. For an optimal experience:

• Ensure you are using a modern, up-to-date browser (such as Chrome, Edge, Firefox, or Safari).
• Enable notifications in your browser settings to receive real-time updates about your order status.
• Bookmark the Yendrop site and log in for faster access to saved addresses and payment methods.
• If you encounter any technical issues, report them via the online support form or contact customer service for assistance.

Once your order is confirmed, you can follow its progress in real time using the Yendrop app or web dashboard. The order tracking system displays:

• The current stage of your order (pending, in preparation, ready for pickup, out for delivery, delivered).
• The estimated delivery time, updated as your order progresses.
• The live location of your assigned rider (where GPS tracking is enabled).
• Notifications for key updates, such as when your order leaves the vendor, when the rider is approaching, and if any delays occur.

If you have questions or notice issues with tracking, contact support directly from the order status page.

Absolutely. Yendrop sends you automatic notifications at each important stage of the delivery process, including:

• When a rider has been assigned to your order, along with their name and contact details.
• When your order has been picked up from the vendor and is on the way to your address.
• When the rider is nearby or has arrived at your delivery location.

You can also view the real-time map route and expected arrival time within the app or website, and contact the rider directly if you need to provide additional instructions.

Yendrop supports a wide array of payment options for your convenience and security:

• Visa and Mastercard debit/credit cards – Enter your card details securely at checkout or save them in your account for future use.
• Mobile Money – Supports MTN, Vodafone, and AT Money. Enter your Mobile Money number, confirm the payment prompt on your phone, and complete the transaction instantly.
• Yendrop Wallet – Preload funds into your digital wallet for faster checkouts and exclusive wallet-only promotions.
• Cash on delivery – Where enabled, pay your rider in cash upon receiving your order. Always ensure you receive a receipt for your payment.

All payments are processed via encrypted gateways to protect your financial information, and you can view your payment history in your account dashboard.

Yes. Cash on delivery (COD) is available only for eligible customers, products, and locations. Yendrop uses a risk-based eligibility system, so you may see COD at checkout for some orders and not for others.

Key COD rules (summary):

• Eligibility: COD is enabled based on your account history and risk tier. New customers usually have lower limits until they complete successful deliveries.
• Order limits: COD limits can apply per order and on the number of active COD orders you can have at a time.
• High-value orders (deposit model): If your order value is above GHS 5,000, you must pay at least 30% upfront, then pay the remaining balance on delivery. The deposit may be non-refundable if you reject the order without a valid reason.
• COD handling fee: To encourage digital payments, COD may attract a small fee that is shown before checkout (e.g., GHS 2 for orders above GHS 2,000, and GHS 5 for orders above GHS 5,000).
• Repeated cancellations/refusals: COD can be automatically disabled if you repeatedly cancel, refuse delivery, or are unreachable during delivery attempts. Your account may be switched to “Prepaid Only”.

If COD is available for your order, please have the correct amount ready (or as close as possible) and always confirm your receipt in the app. Where possible, we recommend Mobile Money, card, or Yendrop Wallet for faster processing and improved security.

No. Cash on delivery (COD) is not available for every order. COD is enabled only when the system allows it based on factors such as:

• Your customer risk tier and order history: new customers typically have lower COD limits until they complete more successful deliveries.
• Product category and order value: some items may require prepayment, and orders above GHS 5,000 require a minimum 30% upfront deposit with the balance paid on delivery.
• Location and timing risk controls: COD may be restricted for high-risk areas or high-risk ordering times.
• Account behaviour flags: COD may be disabled after repeated cancellations, refusals, or being unreachable at delivery, and the account may be switched to “Prepaid Only”.
• Vendor settings: vendors may choose to disable COD for specific products.

If COD is available, any applicable COD handling fee will be shown before you place your order (for example, GHS 2 for orders above GHS 2,000 and GHS 5 for orders above GHS 5,000). The app will always show the payment methods allowed for your specific basket at checkout.

You may cancel orders before they reach the preparation, pickup, or dispatch stage, subject to each vendor’s cancellation policy. To cancel:

1. Go to ‘My Orders’ in the app or website dashboard.
2. Select the active order you wish to cancel.
3. Tap the ‘Cancel’ button and follow the prompts. You’ll see any applicable cancellation fees or conditions before confirming.

If your order has already progressed too far (e.g., food is being cooked, rider has left for delivery), cancellation may not be possible through the app, in which case you should contact support immediately for assistance and to discuss possible options.

If the rider is unable to locate your address, they will attempt to contact you using the in-app calling or messaging linked to your order. For a smooth delivery:

• Always provide accurate address details, including house or flat name or number, street name, nearby landmarks, and, if possible, a GPS pin or map location.
• Keep your phone handy during the estimated delivery window.
• If you are in a hard-to-find location, add clear instructions or meet the rider at a nearby landmark.
• If you cannot be reached and the rider is unable to deliver, your order may be cancelled, and you could be fully or partially charged.

Refund times vary depending on the payment method and nature of the issue:

• Card and Mobile Money refunds – Typically processed within 2–5 business days, though bank processing times may occasionally cause minor delays.
• Yendrop Wallet refunds – Usually credited instantly, allowing you to use the funds for your next order immediately.

If your refund is delayed, contact support with your order number and refund reference for a status update.

Yes, Yendrop charges a delivery fee, which is calculated based on several factors:

• Distance between the vendor and your delivery address.
• Type of service (food, parcel, errand, etc.).
• Order size and weight – larger or heavier orders may incur higher fees.
• Location-specific variables, such as traffic or access challenges.

All fees are displayed transparently before you complete your order. Keep an eye out for special promotions, as some vendors or campaigns may offer free delivery or reduced fees for a limited time.

Yes. Yendrop is committed to protecting your personal information and complying with applicable privacy requirements, including the Ghana Data Protection Act, 2012 (Act 843). In practice, this means Yendrop takes steps to collect only the information needed to provide the service, use it responsibly, and protect it with appropriate technical and organisational safeguards.

• What Yendrop may collect: account details (name, phone/email), delivery addresses, order details, payment confirmations, and device/app data needed for functionality and fraud prevention.
• How it is used: to create and manage your account, process orders and payments, provide delivery tracking/notifications, handle customer support, improve service quality, and prevent misuse.
• Who it may be shared with: relevant vendors and riders strictly to fulfil your order; payment processors to complete transactions; and regulators/law enforcement only where legally required.
• Data retention: information is retained only for as long as necessary for service delivery, legal obligations, dispute resolution, and audit requirements.
• Your rights: you can request access, correction, or deletion of certain data, and manage marketing preferences in your account settings where available.
• Security: Yendrop uses secure systems and access controls; however, you should also protect your account by using a strong password/PIN and not sharing verification codes.