The QUERY area is where you communicate with the Retailer about anything that is NOT related to a delivery. 

It might be a query about a product you bought or want to buy or a request for Technical Support or a Warranty Claim. 

You might also require some general information or want to send some feedback to the Retailer which you can do in a QUERY.

Creating a Query

To  create a Query:

  1. In the Queries section of the web app go to the top right and click the blue button ‘ADD QUERY’
    (In the mobile app – in the bottom menu select the ‘Hand/Gear’ icon and then click ‘ADD QUERY’)

  2. Select one of the queries from the list, or click ‘Other’

  3. Click ‘NEXT STEP’

  4. Select a Retailer from the drop-down menu – you can skip the ‘Purchase’ and ‘Product’ if they are not required for the query

  5. Click ‘NEXT STEP’

  6. Upload a photo or a document / Or you can skip this step

  7. Click ‘NEXT STEP’

  8. Type a short message

  9. Click ‘NEXT STEP’

  10. Click ‘SEND’

Reading A Reply

When the Retailer replies to your Query you will receive a Notification and can view the reply:

  • in the web app go to the Delivery Issue area and clock on the ‘Eye’ icon
    (From the mobile app – in the bottom menu select the ‘Hand/Gear’ icon again)
  • you can send a reply by typing in the message box at the bottom of the screen

In the Queries List, you can see a history of all your previous messages

  • click on the ‘Eye’ icon to see the messaging history about each query