Question 1

How do I place an order on Fastwaka?

Accepted Answer

Set your delivery address, choose a module such as Food, Grocery, Pharmacy, Parcel, or Shop, then select an available store. Add items to your basket, review the delivery address and payment method at checkout, and place the order. Available modules and stores depend on your selected location.

Question 2

Why do I need to select an address before browsing?

Accepted Answer

Fastwaka uses your location to find the correct service zone, nearby stores, delivery distance, available modules, and delivery price. A complete physical address also helps the store and rider complete the handoff correctly.

Question 3

Can I order from more than one store in the same basket?

Accepted Answer

A basket can contain items from one store at a time. This keeps preparation, delivery pricing, rider assignment, and tracking tied to one pickup location. Starting an order from another store will require a separate basket.

Question 4

Why are some stores, categories, or products unavailable?

Accepted Answer

Availability can change with your zone, selected module, store opening hours, inventory, vendor settings, and delivery coverage. An unavailable item remains visible only when the store catalog provides it, but it cannot be added until the vendor makes it available again.

Question 5

Can I collect my order instead of using delivery?

Accepted Answer

Take away is shown at checkout when the store and Fastwaka configuration allow it. Select Take away, confirm the store details, and collect the order after the store marks it ready.

Question 6

Who delivers Fastwaka orders?

Accepted Answer

Depending on the active dispatch configuration and availability, delivery may be handled by Lalamove, a Fastwaka rider, an approved logistics company rider, or the store delivery team. Your order page shows the assigned provider and rider details when they become available.

Question 7

How does Lalamove delivery work?

Accepted Answer

For eligible orders, Fastwaka requests a live Lalamove quote and reserves the delivery after the store confirms the order. If Lalamove cannot complete the booking, Fastwaka can offer the delivery to its approved rider and logistics network automatically.

Question 8

How is the delivery fee calculated?

Accepted Answer

The fee can depend on the road distance, service zone, store delivery settings, module rules, promotions, and a live external-provider quotation. The confirmed amount is displayed in checkout before you place the order.

Question 9

Why am I being asked to approve a new delivery fee?

Accepted Answer

A provider quote can change before a rider is booked. Fastwaka will not add a higher delivery amount silently. If the new quote exceeds the funded delivery fee and allowed tolerance, the order page asks you to approve the difference or continue with the Fastwaka rider network.

Question 10

Can I track the rider in real time?

Accepted Answer

When the assigned delivery method supplies rider information and location updates, the order tracking page shows the rider, delivery stage, map, and tracking link. Updates can include rider assignment, travel to the store, pickup, travel to your address, and delivery completion.

Question 11

What should I do if the rider location looks old?

Accepted Answer

Location availability depends on the assigned provider and the last received update. Refresh the order page and check the displayed update time. You can use order chat, the provider tracking link, or Fastwaka support when an active delivery is not progressing as expected.

Question 12

Which payment methods are available?

Accepted Answer

Checkout displays only the payment methods currently enabled for your order and account. These may include cash on delivery, an approved online payment gateway, wallet funds, or other configured methods. Availability can vary by order type and system settings.

Question 13

How do promo codes work?

Accepted Answer

Enter an eligible promo code at checkout. Fastwaka validates the code against the store, order amount, customer eligibility, validity period, usage limits, and promotion type. The discount or free-delivery benefit appears before you place the order.

Question 14

Why was my promo code rejected?

Accepted Answer

A code may be expired, restricted to another store or zone, below its minimum purchase, already used, unavailable for your account, or incompatible with the order type. The checkout message explains the validation result returned by Fastwaka.

Question 15

What happens if online payment does not complete?

Accepted Answer

Do not submit repeated payments without checking the order first. Return to your orders page and review the payment status. If money was deducted but the order remains unpaid, contact support with the order number and payment reference.

Question 16

Are rider tips included in the delivery fee?

Accepted Answer

No. A rider tip is optional and separate from the delivery fee. When tipping is enabled, you can select a tip during checkout and it will be shown in the order total.

Question 17

Who can register as a Fastwaka vendor?

Accepted Answer

Restaurants, grocery stores, supermarkets, pharmacies, retail shops, and other eligible businesses can apply. Registration and store approval are reviewed before a vendor can publish products and receive live orders.

Question 18

How do vendors manage incoming orders?

Accepted Answer

The vendor app and panel show order details, customer information, payment status, preparation stages, and delivery assignment. Vendors confirm the order, set processing time, prepare the items, and mark the order ready for the correct rider or customer handoff.

Question 19

Can a vendor see whether a rider has been assigned?

Accepted Answer

Yes. The order details show whether Fastwaka is requesting a provider, searching for a rider, waiting for fee approval, assigning a logistics rider, or displaying an assigned rider. Lalamove tracking and rider identity appear when returned by the provider.

Question 20

Can large vendors import or synchronize products?

Accepted Answer

Catalog tools depend on the vendor setup and enabled integrations. Large product lists may use supported bulk-import workflows. POS, price, and inventory synchronization require an approved API integration for the vendor system, so the vendor should contact Fastwaka onboarding before relying on automated synchronization.

Question 21

Can I register as an individual rider?

Accepted Answer

Yes. Eligible applicants can register as an individual delivery rider, submit the required identity and vehicle details, and wait for approval. Approved riders receive delivery opportunities through the rider app according to availability and coverage.

Question 22

Can a logistics company manage multiple riders?

Accepted Answer

Yes. An approved logistics company receives access to its logistics dashboard, where the company can manage riders, assign eligible orders, monitor availability, and review active and completed deliveries.

Question 23

Why does the rider app request location access?

Accepted Answer

The rider app uses location during active delivery work so Fastwaka can match assignments, show progress, support navigation, and provide delivery tracking. The app should present its location disclosure before requesting Android location permission.

Question 24

How are orders assigned to riders?

Accepted Answer

Assignment follows the dispatch strategy configured by Fastwaka. Orders can be routed to an external delivery provider, an independent rider, or an approved logistics fleet. A logistics administrator can assign a claimed order to an available rider in that company.

Question 25

Where can I see my orders and notifications?

Accepted Answer

Sign in and open Orders to review active and past purchases. Notifications show relevant account and order updates. On supported devices, Fastwaka can also send push notifications for rider assignment and delivery progress.

Question 26

Can I chat about an active order?

Accepted Answer

Order chat is available when the relevant participant and conversation are supported. Customers can contact the store or assigned Fastwaka rider from the order experience, while the Fastwaka Agent and support paths can help with general questions.

Question 27

How do cancellations and refunds work?

Accepted Answer

Cancellation and refund eligibility depends on the order stage, payment status, store action, and the policies enabled by Fastwaka. Open the order first to use an available action, then review the status and refund updates in your account.

Question 28

How can I change my profile or delivery addresses?

Accepted Answer

Open your account to update personal information and manage saved addresses. Use a clear street or building address, accurate map position, contact name, and reachable phone number so checkout and delivery can work correctly.

Question 29

How does Fastwaka use my location?

Accepted Answer

Customer location is used to identify service zones, nearby stores, delivery routes, and address details. Rider location is used during delivery operations. Review the Fastwaka privacy and delivery policies for more information about account and location data.

Frequently asked questions

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