OKMELA

Help Center

Customer Guidelines

Account

Create an account with your email or phone number. New accounts and logins are verified with a one-time code (OTP) sent to your email/phone. From your Dashboard you can update your profile, manage saved delivery addresses, and change your password at any time.

Shopping

Browse by category or use search to find products. Product pages show price, seller, stock availability, specifications, and customer reviews. Use filters (category, brand, price range) to narrow results. Save items to your Wishlist to buy later.

Cart

Add items to your Cart from any product page. You can update quantities, remove items, and apply a coupon code before checkout. Your cart is saved to your account, so it persists across sessions when logged in.

Checkout

At checkout, choose or add a delivery address, review your order summary, select a payment method, and place your order. You will receive an order confirmation once payment is verified (or immediately for Cash on Delivery).

Payments

OKMELA supports Cash on Delivery (COD) and online payment gateways where available. Online payments are processed through secure, PCI-compliant gateways — OKMELA never stores your card number. If a payment fails, your order is not placed and no charge is made.

Orders

Track all your orders from Dashboard → My Orders. Each order shows its current status: Pending, Processing, Shipped, Out for Delivery, Delivered, or Cancelled. Click any order for full item, price, and delivery details.

Delivery

Once a seller prepares your order, it is handed to a delivery driver — either directly by the seller, or via an OKMELA fulfillment warehouse for orders using OKMELA-managed fulfillment. Either way, the same driver delivery and proof-of-delivery process applies at your doorstep.

Tracking

Every shipped order has a tracking number. Use Track Order from your order details, or visit the public tracking page and enter your tracking number, to see live delivery status without needing to log in.

Cancellation

Orders can be cancelled from Dashboard → My Orders while still Pending or early Processing. Once an order has been packed and handed to a driver, it can no longer be cancelled — you may request a return instead after delivery.

Returns

Most items can be returned within 7 days of delivery. Start a return from Dashboard → My Orders → Return Item, choose the reason, and submit. A driver will be assigned to collect the item from you once your return is authorized.

Refund Information

Once a returned item is received and inspected at the warehouse, an eligible refund is processed to your original payment method (or as store credit / COD reversal, depending on how you paid). Refund timing depends on your bank or payment provider, typically a few business days after processing.

Customer FAQ

See the Frequently Asked Questions below for quick answers to common questions.


Seller Guidelines

OKMELA supports two fulfillment models. You can use either, or both, depending on the product.

Non-FBO (Seller-Fulfilled)

You pack and hand off the order yourself. OKMELA handles dispatch, driver delivery, and proof of delivery.


Seller → Customer Order → Prepare Shipment → Parcel → Dispatch → Driver → Customer → POD → Delivered

  1. A customer order for your product arrives in your Seller Central order list.
  2. Mark the order Processing, then Prepare Shipment once it is packed — this creates a parcel.
  3. OKMELA dispatch assigns the parcel to a driver.
  4. The driver picks up, delivers to the customer, and completes Proof of Delivery (POD) at the doorstep.
  5. The order is marked Delivered and your settlement is calculated on your normal schedule.

FBO (Fulfilled by OKMELA)

You ship inventory to an OKMELA warehouse in advance. OKMELA handles storage, picking, packing, and delivery for every order against that stock.


Seller → FBO Shipment → OKMELA Warehouse → Receiving → GRN → Inventory → Pick → Pack → Dispatch → Driver → Customer → POD → Delivered

  1. Create an FBO shipment in Seller Central and send your stock to the assigned OKMELA warehouse.
  2. Warehouse staff receive the shipment and inspect it against what you declared.
  3. A Goods Receipt Note (GRN) is generated, and accepted units are added to your sellable inventory at that warehouse.
  4. When a customer orders, the warehouse picks and packs the item automatically — no action needed from you.
  5. OKMELA dispatches a driver, who delivers and completes Proof of Delivery.
  6. Your settlement reflects the sale once delivery is confirmed.

Seller FAQ & Practical Instructions

  • Which model should I use? Non-FBO gives you full control over packing and timing. FBO is better for high-volume products where you want OKMELA to handle storage and delivery for you.
  • Can I use both for the same product? Yes — some sellers keep FBO stock at the warehouse while also fulfilling orders themselves when FBO stock runs low.
  • How do I know a return is mine to action? Returns for your orders appear in Seller Central → Returns, with the same reverse-logistics flow: authorized → driver pickup → warehouse receive → inspected as restock or damaged → completed.
  • When do I get paid? See Payouts & Commissions in Seller Central for your settlement schedule and history.
  • What if a parcel already exists for an order? Seller Central will not offer "Prepare Shipment" again for an order that already has an active parcel — check Track Shipment for its current status instead.