| Queries | Answers |
| What is melcom Now | Melcom Now is a mobile application that allows users to order food,groceries and household essentials from local Melcom stores near them and have them delivered to their doorstep. The app typically hosts selected Melcom stores with a wide range of assortments and uses location-based technology which enable users to order from stores in their vicinity. |
| How does the delivery process work? | Once you choose location to place an order, the app uses your location to show you the nearest Melcom stores.You then select the nearest store and process to place the order. A delivery person then picks up your order and delivers it directly to your doorstep within the promised time frame or the stated ETA. |
| What kind of products can I order? | You can order by choosing from a wide range of menus or grocery products, including fresh produce,drinks, dairy items, packaged goods, and other household essentials. |
| Are there any delivery charges? | Delivery charges may vary based on the distance and order value. Some orders may qualify for free delivery; please refer to the promo banners in the app for specific details or contact support through any of our channels. |
| Can I schedule a delivery for a later time? | No, this function is currently not available |
| What payment methods are accepted? | We accept both online and pay on delivery methods;(credit/debit cards, mobile wallets or Momo, and cash on delivery) |
| Is there a minimum order value? | The minimum order value is typically set to ensure the feasibility of delivery. Please check the app for the minimum order value in your category. |
| What happens if an item in my order is missing or damaged? | In case of any issues with your order, please contact customer support through the app or via our social channels, and we will resolve the issue as quickly as possible. |
| How can I give feedback about my experience? | Your feedback is valuable to us. You can rate and review your order experience in the app or contact customer support with any specific feedback. |
| How do I return incorrect items delivered or get a refund for price discrepancies | In case of incorrect items delivered or price discrepancies with your order, please contact customer support through the app or via our social channels, and we will resolve the issue as quickly as possible. |
| How do I track my order? | You can track your order by opening the ‘track my order’ pop-up notification. Or track your order by going to “My Profile,” then select “Your Orders”, then track your preferred order. |
| Can I change my address after placing an order? | Location of an order cannot be changed or altered after successsful placement. |
| What are Melcom now terms and conditions & privacy policy? | You can click on terms-and-conditions & privacy-policy for more details. |
| How do I get refund on my prepaid orders when they are cancelled? | Cancelled prepaid orders will be refunded to the the customer's Momo wallet or credit or debit card balance. Please note, refunds to credit/debit cards may take up to 30 days depending upon the bank it was issued by. |
| How long does it take to process refunds? | If for any reason you are due a refund from Melcom Now, your refund will be processed and credited between 7 -22 working business days from the processing date. |
| I have Melcom Gift Vouchers - can I use them on the Melcom Now app? | This feature is currently unavailable but acceptance of Melcom E vouchers will commece soom |
| What happens if the products I receive are defective? | Kindly report all defective orders with their order ID and Riders details to our customer support team for prompt action. |
| Can I return items that are not defective? | Sorry,accepted orders cannot be returned. |
| How long will delivery take? | Delivery time varies based on products ordered and your address . All orders will be delivered within 45 minutes to 90 minutes after the order is placed. This excludes peak time and surge periods. |
| Are there any extra delivery charges? | Yes, there may be extra delivery charges depending on the size of your order.You will be informed of the relevant delivery charges after placing the order. |
| How do I place an order? | Shopping on Melcom Now app is easy! Kindly follow the steps below: Step 1. Download Melcom now app from play store or app store. Step 2. "Sign up" as new user or "Sign in" if you already have an account. You can also ‘Browse as a Guest’. Step 3. At ‘Select Location’ page, you either Use your current location’ or ‘Select your location manually’ Step 4. At the ‘Available Store’ page,select the closest store for best shopping experience to proceed. Step 5. At the main page, you can shop by adding item or product of choice to cart using below options; Categories Banners Premium Best Sellers Brands Step 6. At the checkout page, add the following; - Delivery address, - Add delivery instruction or tip your rider, - Select payment option and submit your order to check Step 7. Track your order with the pop up notifications |
| Can I have my purchase delivered to an address other than my home? | Yes. Melcom now delivers to any address within 5KM radius of the local store in that location - just ensure to enter this address to selecting the store. |
| I'd like to pick up my item instead of having it delivered. Is this possible? | No. This service is not available on the Melcom now app. |
| Where is your office located? | The Melcom corporate office is located at 2nd Palace Link Road, Off Dadeban Road, North Industrial Area, North Kaneshie-Accra. |
| What Happens if I am not home at the time of delivery? | Our customers are updated in realtime on status of their order to prevent such occurrence. If you are going to be absent during delivery period then we advise you use the "delivery instructions" to prevent cancellation. |
| Where are stores and when are they open? | Melcom Now is currently available in the following stores; Melcom plus north kaneshie,Melcom Labone mini,Melcom Achimota,Melcom Temaplus,Melcom Baatsona,Melcom Airport Kas,Melcom Spintex Mall,Melcom Nankrom, Melcom Dome Mini and Melcom Shiashie.Operating hours is from Monday to Sunday; 8 am - 11pm each day. |
| Are there differences in prices across Melcom stores? | We have a uniform pricing across all our electronic and mobile commerce platforms .This means that the price of any given item will be the same regardless of the platform. |