GShop - FAQs for customers

 

1. I forgot my password

Click on the link below to access GShop. Click on ‘Login’ in the upper right corner and then click “forgot my password’. You will have to enter your email address or the phone number associated with your GShop account.

You will receive an email within minutes with a code to reset your password. Enter this code and then choose your new password.

Note: We recommend that you create an exclusive password for GShop. Be careful and don’t share your password in emails or other forms of communication. The Gokada Support Team will never ask for your password.

Access GShop


 

2. How can I change my account information?

By accessing the GShop platform to change your account information. You can change your phone number, name, email address, and profile picture.

 

  1. Click on the profile icon at the top right corner

  2. Select ‘Profile’

  3. Below your phone number, click ‘Edit’ 

  4. Change the information you would like to and then click ‘Save’


 

3. I can’t log in to my account

If you are unable to log in because you have forgotten your password, click the link below to reset it.

Access GShop

If you are unable to log in for any other reason, please contact the support team on +234 904 437 5236.


 

4. How do I access my order history?

 

By simply logging into your account.

  1. Click on the profile icon at the top right corner

  2. Click ‘Orders’

  3. Select the order you would like to see it

  4. Below your phone number, click ‘Edit’ 

  5. Change the information you would like to and then click ‘Save’

Note: If you want to place a new order for the same dish at the same restaurant, click ‘Reorder’ and then ‘proceed to pay’.


 

5. I can’t change my phone number or email address.

If you’re receiving an error message stating that your phone or email is already in use, it's possible you've already registered for a GShop account.

If you've never signed up for GShop, we can help. Please contact the support team through +234 904 437 5236.

 

6. I think my account has been hacked

If you find any suspicious activity or think someone has logged into your GShop account, that means it may be compromised.

Example of suspicious activity:

  1. Order you didn’t place

  2. Completed orders you didn’t place

  3. Calls or messages from GPilots about orders you didn’t place

  4. Order receipts that you don’t recognize on your account

  5. Account changes you didn’t make

  6. Changes to the payment profile you didn’t make

  7. Password or email address without your knowledge

 

If you are able to log into your account, we recommend changing your password following the steps below:

 

  1. Click on the profile icon at the top right corner

  2. Select ‘Profile’

  3. Below your phone number, click ‘Change password’ 

  4. Type in your current password and choose your new password.

  5. Click ‘Save’ after choosing your password.

 

7. How does the Refer and Earn program work?

Share your GShop code with your friends and place discounted orders!

To view your unique promotional code, open the GShop app, Click on the profile icon and then ‘Refer and Earn’.

When a friend places their first order on GShop using your code, a promotional code will be applied to your account which will enable you to automatically get a discount on your current or next order. 

 

8. I referred a person, but I didn't receive my discount

If you have referred or invited a friend to use GShop and have had problems with your referral credits, read the most common reason is that your friend may not have placed his/her first order.

Your referral credit will automatically be applied to your account after your friend places their first order.

Note: Referral offers are subject to the Terms and Conditions, and the terms of the offer may change.

 

9. How to change my delivery address after placing an order?

If the delivery address is wrong, inform the pilot directly as soon as he picks up the order at the restaurant. The GPilot would proceed to deliver to the correct address and the delivery fee would then be adjusted. 

 

10. How to speak to your assigned pilot

1. Click on the profile icon and then ‘Orders’.

2. Select the order 

3. Click on the Pilot profile to view the Gpilot’s contact. You can choose between calling or sending an SMS.

 

ATTENTION: If the new address is outside the restaurant's delivery radius, we cannot guarantee that the order will be shipped according to the change.

If your order has not yet been accepted by the restaurant, you can cancel at no charge. That way, you can place a new order by adjusting the address.

 

10. How to check order status?

1. Click on the profile icon and then ‘Orders’.

2. Click on ‘Track’ in case you want to check where your order is.

 

11. Change items in my order

If you want to change the order before delivery, please contact the establishment where the order was placed directly and give:

- Your name

- Order information (available in the app)

- The necessary changes

 

The establishment will do its best to comply with your request. However, if the order is already being prepared, your request may not be granted.

If you are unable to contact the restaurant, speak to us so that we can review your request.

 

12. How can I cancel my order?

You can cancel an order on the GShop App or Platform.

 

13. How to cancel your order

1. On the profile icon, click on ‘Orders’

2. Select the order in progress and click  on the chat icon to talk to the support team

3. Support team will contact the Restaurant and conclude the cancellation.

 

NOTE: If you cancel your order AFTER the restaurant starts preparing it, you may not be eligible for a refund.

 

14. Why is my order taking longer than expected?

Restaurants and GPilots do their best to fulfill every order on time. External factors like heavy traffic, bad weather conditions, or a busy restaurant, can cause delays.

The Latest Arrival by Time shown in your app is the best guess based on previous and similar orders. We do our best but it may not be correct 100% of the time. Orders that arrive before the Latest Arrival by Time will be considered on time and will not result in appeasement or refund during support interactions.

You can always check your order status in the GShop app. Once a GPilot is matched with your order, you'll be able to track their location on an in-app map. When they've picked up your order, you can contact them over the phone or send an SMS.
 

15. How to call my GPilot? 

1. Click on the profile icon and then ‘Orders’.

2. Select the order 

3. Click on the Pilot profile to view the Gpilot’s contact. You can choose between calling or sending an SMS.

 

16. My order is damaged 

Merchants and GPilots do everything possible to pack and deliver orders securely.

If your order has been damaged in any way, please report it by contacting the support team. We will review the order and make adjustments if necessary.

 

17. My order is incomplete or incorrect

Restaurant partners try their best to fulfill every order, but it’s possible that a restaurant may remove an out-of-stock item from your order. Please check your final receipt to see if the missing item (s) were already taken off your order.

If you still have an issue and the restaurant partner doesn't contact you before sending your order, please contact us, stating details about your missing or incorrect items so we can look into it. We'll review and make adjustments as necessary.

 

18. I had a problem with my GPilot 

If you have had a bad delivery experience, please rate the GPilot on the Gshop app after the order is complete. 

1. Click on the order you want to report

2. Click ‘click to review”

4. Evaluate the specific order and the GPilot. You can also add comments.

 

19. Utensils or condiments are missing 

The decision to send single-use items (utensils, napkins, condiments, etc.) with orders under the discretion of the restaurant. Some only include these items when you ask.

If you would like utensils or extra condiments, please request before submitting your order.

The restaurant will do its best to fulfill your request, but there are no guarantees. The restaurant cannot charge for items that you have not received.

If you do not receive the utensils or condiments you requested, make a comment when evaluating the restaurant after receiving the order.


20. My order was canceled

Your order may be canceled by either the merchant or the GPilot for various reasons. 

 

21. Why Merchants may cancel orders

A merchant may cancel an order because they:

- Ran out of an item

- Can't accommodate an allergy or other special request

- Are experiencing a large volume of orders

If a merchant runs out of an item or can't accommodate your allergy or other special requests, the merchant or support team may contact you before your order is canceled.

You will not be charged if the merchant cancels your order.

 

22. Why Gpilots may cancel orders

Your GPilots may cancel your delivery if they are unable to reach you. When the pilots arrive at their designated address, they are required to contact you so please keep your phone nearby.

If a GPilot made considerable effort to contact you at the point of delivery, you may not be eligible for a refund. 


 

23. I had a food safety issue with my order 

When preparing or handling your order, partner restaurants and GPilots must adhere to food safety regulations and industry best practices.

Please contact the support team if your order did not follow the food safety regulations or adhere to the allergy restrictions provided resulting in a risk in food security or causes an illness related to the food eaten.  We will review the information you’ve submitted and track. You may also need to inform the restaurant about your report to help resolve this issue.

 

24. Report a safety incident involving a GPilot 

We take incident reports very seriously. Gokada expressly prohibits any behavior that involves violence, sexual misconduct, or illegal activity.

If you have had an unpleasant or unsafe experience with a GPilot, please contact our support team to let us know. A member of our team will be in contact for more information.

 

25. My GPilot wasn’t wearing a face mask

The WHO recommends wearing a face cover in public settings where other social distancing measures are difficult to maintain. Because of these recommendations, we are requiring masks or face covers for everyone GPilot.

GPilots who repeatedly violate the mask policy may risk losing access to GShop. If you spot a Gpilot without a face mask, please contact our support team. You will be required to give details of the situation.
 

26. What is GShop?

GShop is an online platform that offers full menus from a variety of restaurants that you can order at your own convenience 

 

27. How does GShop work?

GShop connects you to a wide range of local restaurants so that your favorite meal is delivered to your doorstep simply by ordering online.

 

28. When and where is GShop available?

GShop is currently only available in Lagos. 

Opening hours vary by restaurant. To see the open restaurants, visit the gshop.gokada.ng or download our app on your Apple or Google play store.

 

29. How to place an order on GShop?

 Order GShop in two ways

- Via the app: Download the GShop app to get started

- Using your web browser: Visit gshop.gokada.ng to get started.

 

1. Sign in (or create an account)

2. Choose the restaurant you want to order from

3. Select your items and tap "Add to Cart"

4. To place your order, select or "Checkout"

5. Review your order and tap "Place Order". 


 

30. How is the delivery time calculated?

The delivery time displayed at the top of your order is estimated and is based on two factor.

1. The time it typically takes the restaurant to accept and prepare an average order

2. The time we estimate it will take to travel from the restaurant to the delivery address

The stated delivery time is our best prediction and not a guarantee. Actual delivery time may vary depending on how busy the restaurant is, the size of your order, traffic conditions, and other factors.

 

31. Can I reorder the same order I have made in the past?

Click on the profile icon to access your previous orders. Search for the order you would like to reorder and tap ORDER AGAIN. This action will add the same list of items to your cart.

 

32. Where should I meet the GPilot?

To receive your order, you have 3 options:

1. Leave at the door: your GPilot leaves the order at your door to ensure a contactless meeting.

2. Hand it in: your GPilot hands the food over to you directly. 

3. Pick up on the sidewalk: you meet your GPilot on the street.

Note: You can include special delivery instructions before confirming the order. For example, if you choose the option “Leave at the door”, you can write: Please leave at the front door, next to the plant. 

You can also contact the GPilot to agree in the best way to receive your order.

 

33. Can I order multiple items or order from multiple restaurants in the same order?

You can order multiple items from the same restaurant. However, you cannot place orders from multiple restaurants at the same time. If you would like to order from several restaurants, order separately. Please note that the delivery amount will be charged individually per order.

 

34. Why was I charged for an order I never received?

An order may be charged when the GPilot has tried to notify the customer of their arrival but there has been no response. 

GPilots have been instructed to wait for a while at the delivery address but in a case where the pilot is unable to deliver, you will receive a notification of the delivery attempt that has not been completed. All attempts to contact will appear in the GShop app.