Supply Master · Failed Delivery Policy
Order Commitment & Failed Delivery Policy
Supply Master confirms customer commitment before fulfilment on selected regional orders. This reduces avoidable cancellations, failed deliveries, supplier-side losses and transport costs while keeping the payment requirement clear before fulfilment begins.
1. Order Received Is Not Fulfilment Started
Placing an order records the customer's request. Fulfilment begins only after any required confirmation, payment, stock or delivery step has been completed.
Where SM Confirm applies, the order is placed on hold and will not enter fulfilment until the required confirmation part-payment is received.
2. SM Confirm
For eligible unpaid Zone A and Nationwide orders below GH₵5,000, Supply Master requires a GH₵20 confirmation part-payment before fulfilment.
- The GH₵20 forms part of the order total
- It is not an additional charge
- The order remains on hold until it is received
- Prepaid orders and approved exempt customers do not repeat this step
3. Zone A
Zone A includes Kumasi, Takoradi, Tarkwa, Cape Coast, Ho and Sunyani.
| Order Value | Required Follow-Through |
|---|---|
| Below GH₵1,000 | GH₵20 confirmation part-payment before fulfilment. Remaining balance on delivery. |
| GH₵1,000 to GH₵4,999.99 | GH₵20 confirmation part-payment first. Remaining balance before fulfilment. |
| GH₵5,000 and above | Follow the payment terms confirmed for the order. |
4. Nationwide Delivery
For eligible unpaid Nationwide orders below GH₵5,000, the GH₵20 confirmation part-payment is required first. After confirmation, the remaining balance must be paid before fulfilment begins.
Nationwide orders are not dispatched while the required balance remains outstanding.
5. What Counts as a Failed Delivery
A delivery may be treated as failed when an order cannot be completed after fulfilment or dispatch has started.
- 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 the delivery location after dispatch
- Customer cancels after processing or dispatch has started
- Customer cannot pay an agreed balance on delivery
- Supplier or delivery partner error prevents completion
6. Customer Responsibility
- Provide accurate delivery and contact details
- Remain reachable after placing an order
- Complete any required confirmation or payment step by the stated deadline
- Be available to receive the order
- Prepare the remaining balance where payment on delivery applies
- Notify Supply Master early if delivery details change
7. Supplier & Supply Master Responsibility
Suppliers are expected to confirm stock accurately, provide the correct product, release confirmed items on time and support resolution where supplier error occurs.
Supply Master coordinates the customer order, fulfilment communication and resolution. Customers are not penalised for failed delivery caused by Supply Master, supplier error, delivery partner error, wrong item, damaged item or confirmed product mismatch.
8. Cancellation, Refund & Re-Delivery
| Situation | Treatment |
|---|---|
| Customer cancels before fulfilment begins | Any collected payment is reviewed under the applicable refund policy. |
| Customer cancels after fulfilment or dispatch has started | Delivery or handling costs already incurred may apply. |
| Customer is unreachable or unavailable after dispatch | Re-delivery may require an additional delivery fee. |
| Wrong, damaged or materially mismatched item | Supply Master coordinates correction, replacement or refund as applicable. |
| Supply Master cancels because the order cannot be fulfilled | Any applicable payment is refunded or otherwise resolved. |
9. Summary
- Zone A and Nationwide orders may require a GH₵20 confirmation part-payment before fulfilment
- The GH₵20 is part of the order total, not an extra fee
- Zone A orders below GH₵1,000 pay the remaining balance on delivery after confirmation
- Zone A orders from GH₵1,000 to GH₵4,999.99 pay the remaining balance before fulfilment
- Eligible Nationwide orders below GH₵5,000 pay the remaining balance before fulfilment
- An order with an outstanding required payment remains on hold
- Failed deliveries caused by customer non-follow-through may create additional delivery or handling costs once fulfilment has started