Supply Master - FAiled Delivery Policy
Supply Master confirms and coordinates orders before delivery to reduce failed deliveries, wasted transport costs, supplier-side losses, and unnecessary delays. This policy explains when a delivery may be treated as failed and why payment, prepayment, or commitment fees may be required for selected orders.
1. What Counts as a Failed Delivery
A delivery may be considered failed when an order cannot be completed after it has been confirmed, processed, dispatched, or handed over for delivery.
Common causes include:
- Customer is unreachable after dispatch
- Customer is unavailable at the delivery location
- Customer refuses the order without a valid product issue
- Customer provides an incorrect or incomplete address
- Customer changes delivery location after dispatch
- Customer cancels after the order has already been processed or dispatched
- Customer is unable to pay where Pay on Delivery applies
- Supplier provides the wrong item, damaged item, or incorrect specification
- Supplier confirms availability but later fails to release the product
2. Why Commitment Fees May Be Required
Some orders create real fulfilment costs before the product reaches the customer.
Supply Master may request a commitment fee or prepayment where an order requires:
- Supplier coordination
- Product reservation
- Regional delivery
- Public transport dispatch
- Doorstep delivery outside Accra
- Large or bulky item handling
- Special packaging or handling
- High-value order processing
This protects serious customers, suppliers, and delivery partners from avoidable failed deliveries.
3. Zone A Orders
Zone A includes:
- Kumasi
- Takoradi
- Tarkwa
- Cape Coast
- Ho
- Sunyani
For Zone A locations:
| Order Value | Payment Requirement |
|---|---|
| Up to GH₵1,000 | Pay on Delivery may be available |
| GH₵1,000 to GH₵4,999 | Up to 50% commitment payment may be required |
| GH₵5,000 and above | Full payment required before delivery |
These rules help reduce failed regional deliveries, especially where items must be dispatched from Accra or coordinated through delivery partners.
4. Orders Outside Accra
Orders outside Greater Accra may require payment before delivery or a commitment fee.
This is because regional orders often involve:
- Transport fees
- Packaging
- Agent coordination
- Supplier pickup
- Intercity dispatch
- Doorstep delivery arrangements
Once these steps begin, costs may already have been incurred.
5. Large, Bulky, or Special-Handling Items
Large, fragile, bulky, high-value, or supplier-dependent items may require a commitment fee before processing. This may apply to:
- Generators
- Appliances
- Furniture
- Solar equipment
- Water heaters
- Machinery
- Construction equipment
- Fragile items
- Special-order products
These items usually require extra handling, transport planning, labour, or supplier coordination.
6. Customer Responsibility
Customers are expected to:
- Provide accurate delivery details
- Remain reachable after placing an order
- Confirm order details when contacted
- Be available to receive the order
- Prepare payment where Pay on Delivery applies
- Notify Supply Master early if delivery details change
If a customer causes a failed delivery after processing or dispatch, delivery fees, transport costs, or commitment payments may not be refundable.
7. Supplier Responsibility
Suppliers are expected to:
- Confirm stock accurately
- Provide the correct product
- Honour confirmed product details and pricing
- Release products within the agreed timeline
- Provide products in good condition
- Support resolution where the supplier caused the issue
If a failed delivery is caused by supplier error, the supplier may be required to support correction, replacement, return, refund, or related fulfilment costs.
8. Refund Treatment
Refunds depend on the reason the delivery failed.
| Situation | Treatment |
|---|---|
| Customer cancels before fulfilment begins | Refund may apply |
| Customer cancels after dispatch | Delivery or handling costs may be deducted |
| Customer is unreachable after dispatch | Delivery or handling costs may be deducted |
| Customer refuses order without valid product issue | Commitment fee may not be refundable |
| Wrong or damaged item supplied | Replacement, correction, or refund may apply |
| Supply Master cancels due to unavailability | Refund may apply where payment was made |
Customers are not penalised for failed deliveries caused by Supply Master, supplier error, delivery partner error, wrong item, damaged item, or confirmed product mismatch.
9. Re-Delivery
If a delivery fails because the customer was unavailable, unreachable, or provided incorrect details, re-delivery may attract an additional delivery fee.
Re-delivery depends on the product location, delivery zone, product type, and handling requirements.
10. Summary
- Pay on Delivery is available only for eligible orders and locations
- Zone A orders above GH₵1,000 may require a commitment payment
- Zone A orders of GH₵5,000 and above require full payment before delivery
- Orders outside Accra may require prepayment because regional delivery creates upfront costs
- Large, bulky, fragile, or special-handling items may require a commitment fee
- Failed deliveries caused by customers may attract deductions
- Failed deliveries caused by Supply Master, suppliers, or delivery partners will be reviewed and resolved fairly
