Q: What’s Roppi about?
A:
Roppi is a mobile app for individuals to connect with stores, restaurants, pharmacies and markets and shop all they need without any stress.
Q: How do I sign up on Roppi?
A:
Follow these simple steps to get started with Roppi:
- Install the app via App Store or Play Store
- Input your email address or phone number
- Verify your email address or phone number with an OTP that’ll be sent to you
- Fill out the your personal information like name, and gender
- Add and confirm your password to start shopping on Roppi
Q: How do I change my password?
A:
Follow these instructions to change your Roppi account password:
- Go to your dashboard on the Roppi app
- Select ‘My account’
- Select ‘Change password’
- Enter your existing password
- Enter the new password you will like to use
- Confirm new password
- Once confirmation is successful, log into your account afresh, using your new password.
Q: I'm having issues signing in, what do I do?
A:
To resolve this issue, kindly visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: Everytime I input my card details, I get this message - 'An error occurred'. What can I do?
A:
Kindly visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: How do I make an order on the app?
A:
Follow these steps to place an order:
- Sign in to your account
- Explore listed stores on the app
- Tap on any of the stores you’ll like to shop from
- Add items to cart
- Checkout & make payment
Q: Can I add to an order after making payment?
A:
If you want more products to be added to your order after payment has been made and confirmed, you will have to place a new order for the new products you need.
Q: How soon can I expect a refund in the case of multiple debits?
A:
A claim of multiple debits has to be verified by our payment team, and once the repeated payments have been confirmed from our end, a refund will be made. Kindly note that refund processing requires 3 to 7 working days.
Q: My tracking shows that my order has been delivered but I am yet to receive my order, what do I do?
A:
To provide a solution to this, kindly visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: How is the delivery fee for an order calculated?
A:
Delivery fees are calculated based on distance from the store to the delivery point.
Q: Can I buy from two stores at the same time?
A:
You can only purchase from at a point in time. To shop from multiple stores, you will be required to create different orders from different suppliers.
Q: Is there an option for payment on delivery?
A:
We do not accept payment on delivery. Card payments, transfers, USSD, and Roppi Pay are the available payment methods.
Q: How soon will my order arrive after placing an order?
A:
As soon as a rider is assigned to your order, you can track that order in real time and ask questions about the rider. Also, if there will be a delay in delivery, we’ll keep in touch to let you know the status of your order as soon as possible.
Q: There are missing products in my order. How do I report this?
A:
To resolve this issue, kindly visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: The items I ordered arrived damaged. How do I report this?
A:
To address this issue, please spare some time to visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: How do I change the payment option on the app?
A:
There is a list of payment options available at the point when payments are made on the app. Kindly tap on the payment option button to select the one that works for you.
Q: Am I allowed to tip a rider?
A:
You decide! However, while our riders are allowed to accept or reject tips, they will never initiate the conversation.
Q: Is it safe to save my debit card information on the app?
A:
A safe and secure payment procedure has been implemented on the app. This implies that all customers’ data are safe and kept private.
Q: What is your return policy?
A:
Items in an order can only be returned by a customer if they are damaged. Kindly click here to learn more about our policy
Q: Are your stores open on weekends and holidays?
A:
Some listed stores are always open to receive orders on weekends and holidays. You’ll be notified about changes in opening and closing times of stores, on the app.
Q: Can I cancel an order after making payment?
A:
No. Orders with payment confirmation are always processed with immediate effect and will be delivered as soon as possible.
Q: Can I change a delivery address while the rider is enroute my initial delivery address?
A:
Yes. But this attracts an extra fee. Once a delivery address has been changed, the rider will be notified about the change and reach out to you.
Q: Can I register multiple stores on the Roppi partner app?
A:
Yes. The number of stores you can register on the app as a Partner is limitless.
Q: How do I become a Roppi partner
A:
Becoming a partner is simple. Kindly follow these steps to get started:
- Download the Roppi Partner app on App store or Play store
- Register using either your email address or phone number
- Fill out your business information and submit your store’s documents for approval.
Note: Approvals for stores are reviewed within 24 hours. You’ll be contacted by our support team about the status of your submission.
Q: Are there any hidden charges?
A:
No. There are no fees associated with listing your store on the Roppi partner app.
Q: What happens when a Customer places an order?
A:
Once a customer places an order and completes payment through your store, you are immediately informed that an order has been placed.
Q: Is there a limit to the items I can sell in my store?
A:
No, as long as the products are not illegal or prohibited and are in accordance with our policy, there is no restriction on the quantity and type of products that can be displayed in your store.
Q: Will I be able to view the number of customers who visit my store?
A:
A Partner can see the store's performance in the overview area of the Partners admin. You can access analytics to view the total number of daily, weekly, and monthly orders as well as the best-selling items.
Q: Is there a subscription fee?
A:
No. There are no subscription fees to be paid as a Partner.
Q: I am having issues logging into my account, what do I do?
A:
To resolve all issues that may arise, kindly visit your dashboard on the app, tap on the ‘Help’ button to connect with our support team. Once this is done, a representative on our team will reach out to you immediately.
Q: How do I get orders?
A:
Once your store is listed on the Roppi user app, as a partner, customers will automatically see your store on their dashboard. Also, when an order is placed by a customer, you are immediately informed that an order has been placed.
Q: How long does it take for my store to be listed on the user app?
A:
Account verification takes up to 3 working days. Once your store is approved, it will be automatically listed on the user app.