How do I track my order?+
Go to
My Account → Orders or visit
Track Order. Your order ID starts with ORD-. The vendor updates delivery status (Processing → Shipped → Delivered) and you'll receive a notification at each stage.
My order hasn't arrived — what do I do?+
First check the delivery status in My Account. If it shows "Shipped" but hasn't arrived, message the vendor on VendorHive. If no response within 48 hours, contact support at support@vendorhivestores.com. Never contact a vendor outside VendorHive — this removes your dispute protection.
Can I cancel an order?+
Orders can be cancelled if they haven't been packed or shipped. Go to My Account → Orders and click Cancel. Once shipped, you'll need to wait for delivery and then request a return.
I received the wrong item — what do I do?+
Take photos of what you received, then go to My Account → Orders → Open Dispute. VendorHive uses your order record and in-platform messages as official evidence. Do not contact the vendor outside the platform as it affects your case.
How long does delivery take?+
Accra and Tema: 1–3 business days. Kumasi, Cape Coast: 2–5 days. Other regions: 3–7 days. Check the vendor's store page for their specific delivery policy.
How do I book a service?+
Browse service stores on VendorHive, click the service you want, select date, time and staff, then pay through VendorHive checkout. You'll receive a booking confirmation in your account.
How do I reschedule an appointment?+
Go to My Account → Bookings and select the booking. If rescheduling is available, you'll see the option. Otherwise, message the vendor on VendorHive. Never contact the vendor's personal number — this removes your booking protection.
My booking was cancelled by the vendor — what happens?+
If a vendor cancels your confirmed booking, you are entitled to a full refund, processed automatically in most cases. If you don't receive it within 5 business days, contact support with your booking ID.
The service wasn't what was described — can I get a refund?+
Yes. Go to My Account → Bookings → Open Dispute. VendorHive uses booking confirmation, service description and payment receipt as evidence. Decisions within 5–7 business days.
What payment methods does VendorHive accept?+
VendorHive accepts Mobile Money (MTN MoMo, Telecel, AirtelTigo) and card payments (Visa, Mastercard). All payments go through VendorHive's secure checkout — never send money directly to a vendor's personal number.
My payment failed — what do I do?+
Check that your MoMo or card details are correct and you have sufficient funds. Retry once. If it still fails, try a different payment method. Do not attempt more than 3 times in quick succession.
How do I request a refund?+
Go to My Account → Orders or Bookings, select the item and click Open Dispute. VendorHive reviews the case using platform records. Approved refunds sent to your original payment method within 5–7 business days.
Is it safe to pay on VendorHive?+
Yes — VendorHive uses secure payment processing. The key rule: only pay through VendorHive's checkout. Any vendor asking you to pay by personal MoMo, bank transfer or cash outside VendorHive is violating platform policy and your purchase won't be protected.
I can't log in to my account+
Customer and vendor accounts are completely separate on VendorHive. Customer login:
login.html. Vendor login:
store-owner-login.html. If you've forgotten your password, use the reset option on the login page.
How do I reset my password?+
On the login page, click "Forgot password?" and enter your registered email. Check your spam folder if you don't see the reset email within 5 minutes. The link expires after 30 minutes.
How do I update my profile or delivery address?+
Go to My Account → Profile or My Account → Addresses. Update your name, phone number, delivery addresses and notification preferences from there.
How do I delete my account?+
Email support@vendorhivestores.com from your registered email. Accounts with active orders, bookings or open disputes cannot be deleted until those are resolved.
How do I become a vendor on VendorHive?+
Visit
become-vendor.html to learn about store types and RAVEN plans. Then apply at
store-owner-signup.html. You'll need a Ghana Card, store details and vendor policy acceptance. Applications reviewed within 24–48 hours.
How do vendor payouts work?+
VendorHive charges 5.5% commission on all sales. Your balance appears in the Store Dashboard under Payouts. Request a payout once your trust score is 70+ and there are no active disputes. Payouts processed within 3 business days.
What is a trust score?+
Your trust score (0–100) reflects your store's platform standing. It increases through fulfilled orders and policy compliance. It decreases through disputes, off-platform violations and flags. Score of 70+ unlocks payouts and live selling.
How long does product review take?+
Product review typically takes a few hours for established vendors, or 24–48 hours for new vendors' first products. Rejected products include a reason you can fix and resubmit.
What is the off-platform policy?+
VendorHive requires all communications, payments, bookings and order discussions to happen inside the platform. Full details:
Off-Platform Policy.
A vendor asked me to pay outside VendorHive — what do I do?+
Do not pay. This is a policy violation. Report the vendor using the Report button on their store, product listing or message. You can also email support@vendorhivestores.com. Payments made outside VendorHive are not protected and cannot be refunded.
How do I report a vendor or product?+
Use the Report button on any store page, product, feed post, live session or message. Select the reason and submit. Reports are reviewed within 24 hours and are confidential.
How does VendorHive protect me from scams?+
VendorHive verifies all vendors with identity checks. Automatic scanning detects off-platform contact attempts. All payments go through secure checkout. Every order creates a platform record usable as evidence in disputes.