Question 1

How do I accept orders?

Accepted Answer

Orders acceptance and confirmation are managed through the orders management page from the App or platform.

Question 2

When do I start preparing the order?

Accepted Answer

When the order appears in the Waiting for Processing section.

Question 3

How do I cancel the order?

Accepted Answer

Canceling orders is done through:

1- Orders management page.
2- Waiting for confirmation.
3- Choosing the order you wish to cancel.
4- Cancel the order.

Question 4

I confirmed the order, but it didn't move to the Waiting for Processing section?

Accepted Answer

Only when the payment for the order is not completed, it will appear in the 'All My Orders' section. Once the payment is completed, the order can be found in the ‘Waiting for Processing’ section.

Question 5

How do I know the details of the order?

Accepted Answer

You can know the details of any order through:

1- Orders management page.
2- Clicking on the order to display the details.

Question 6

Some products in the order are not available?

Accepted Answer

You can confirm the order partially, and the vendor support team will contact you.
Partial confirmation of the order is done through:
1- Orders management page
2- Waiting for confirmation
3- Clicking on the order
4- Partial confirmation of the order

Question 7

When do I change the order status to ready for pickup?

Accepted Answer

The order status changes from Waiting for Processing to Ready for Pickup as soon as the vendor completes the order.

Question 8

How do I know that the order has reached the customer?

Accepted Answer

You can track the order’s status through:

1- My Orders.
2- Order status : Delivered.

Question 9

Within how many hours should I accept the order?

Accepted Answer

Orders should be accepted within 3 hours.

Question 10

Within how many days orders should be prepared?

Accepted Answer

Orders should be prepared within a maximum of two days.

Question 11

What are the cancellation reasons issued by the Admin or the System?

Accepted Answer

Common cancellation reasons include:
Cancellation based on customer request
Expiry of the allowed confirmation period of 72 hours
Expiry of the allowed processing period of 5 days
Due to non-payment by the customer

Question 12

When is the purchase order issued?

Accepted Answer

One purchase order is issued daily during working days for all completed orders in the same day period.

Question 13

When can I raise the invoice from my system?

Accepted Answer

You can issue the tax invoice after the purchase order is issued.

Question 14

How do I upload the invoice?

Accepted Answer

The invoice is attached through:
1- Purchase Order page
2- Clicking on the invoice upload order
3- Uploading it from the invoice upload section

Question 15

What is the difference between the invoice and the purchase order?

Accepted Answer

Invoice: It is the invoice issued by the vendor and shows the price of the products and orders sold to Qawafel (issued by the vendor). Purchase Order: It includes orders and products received from Qawafel (issued by Qawafel). Based on it, the vendor prepares the tax invoice from their system and attaches it in the same purchase order.

Question 16

How to download the purchase order?

Accepted Answer

You can download the purchase order through:
1- Clicking on Purchase Orders
2- Selecting the order
3- Clicking on Download Purchase Order

Question 17

Within how long is the payment made?

Accepted Answer

There are two payment cases:
If vendors send their invoices for purchase orders created in the period between the first to the fifteenth of the month, we will pay all the invoices associated with it between the sixteenth of the same month to the twentieth.
If vendors send their invoices for purchase orders created in the period between the sixteenth to the end of the month, we will pay for all the invoices associated with it between the first and fifth of the following month.

Question 18

When should I contact my account manager?

Accepted Answer

Adding, activating, and deactivating a product.
Updating a product’s price
Adding/updating an address
A problem you encountered
Updating your bank account
If you want to know your customer list

One place, wholesale solutions

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