Orders & Dispatch
Understanding how orders work for customers, vendors, and riders.
Article 3.1 How to Place an Order
Ordering on VendRush is quick and straightforward. Steps to Order 1. Open the VendRush Customer App 2. Allow location access or enter your delivery address manually 3. Browse stores near you or search for a specific item/store 4. Tap a store to view its menu 5. Tap Add next to items you want 6. When done, tap View Cart at the bottom 7. Review your order and confirm your delivery address 8. Choose a payment method (Wallet, Card, or Bank Transfer) 9. Tap Place Order After Placing Your Order You'll receive a confirmation notification and can track your order in real time: - Order Received: Vendor has seen your order - Preparing: Vendor is preparing your items - Rider Assigned: A rider is heading to the vendor - On the Way: Rider has picked up and is heading to you - Delivered: Order complete! - Rating: You ride Rider & Vendor Minimum Order Amounts Some vendors may have a minimum order value. This is shown on the store page before you add items.
Article 3.2 How to Track Your Order
VendRush provides live tracking so you always know where your order is. Live Tracking 1. Open the VendRush Customer App 2. Tap Orders in the bottom navigation 3. Tap your active order 4. You'll see a live map showing: - Your delivery address (pin) - The rider's current location (moving icon) - Estimated time of arrival (ETA) Order Status Explained | Status | What It Means | | -------------------- | ----------------------------------------- | | Pending | Waiting for vendor to confirm | | Confirmed | Vendor accepted the order | | Preparing | Vendor is making/packing your order | | Ready for Pickup | Rider has been dispatched | | Picked Up | Rider collected the order, heading to you | | Delivered | Order dropped off at your location | | Cancelled | Order was cancelled | My Rider Stopped Moving GPS can sometimes have a short delay. If the rider hasn't moved for more than 10 minutes, tap Help on the order screen to contact our support team immediately.
Article 3.3 How to Cancel an Order
You may cancel an order before the vendor starts preparing it. Cancellation Window | Order Status | Can You Cancel? | | ----------------------------- | ------------------------------------------- | | Pending | Yes free cancellation | | Confirmed (not yet preparing) | Yes free cancellation | | Preparing | Contact support cancellation fee may apply | | Picked Up | No order is already on the way | How to Cancel 1. Open the VendRush Customer App 2. Tap Orders → Active Orders 3. Tap the order you want to cancel 4. Tap Cancel Order 5. Select a reason from the list 6. Confirm the cancellation Refunds After Cancellation - If you paid via Wallet: Refund is instant - If you paid via Card/Bank Transfer: Refund processed within 3–7 business days
Article 3.4 What to Do If Your Order Is Late
Delivery times can occasionally be affected by traffic, weather, or high order volume. Estimated Delivery Time Your estimated delivery time is shown when you place the order. It is calculated based on: - Distance from vendor to your location - Vendor's preparation time - Current rider availability and traffic If Your Order Is Running Late 1. Open your active order and check the live ETA it updates in real time 2. If the ETA has passed by more than 15 minutes, tap Help on the order screen 3. Our support team will investigate and update you Automatic Compensation If your order is significantly delayed due to a VendRush error (not weather or traffic), you may be eligible for a VendRush Wallet credit as compensation. Contact support after delivery with your order ID.