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Delivery Rules

Effective: January 2025 · Last updated: February 2026

1. Overview

On Snrael, delivery is the responsibility of each individual merchant. Snrael provides tools for order tracking, delivery confirmation, and communication between merchants and customers, but does not operate a delivery fleet or courier service. These delivery rules exist to ensure a consistent, reliable, and transparent delivery experience for every customer across the platform.

All merchants who sell physical goods on Snrael must comply with these rules. Failure to follow these rules may result in warnings, account restrictions, or permanent suspension from the platform.

2. Merchant Delivery Obligations

Merchants are responsible for the entire delivery process from the moment an order is placed until it is confirmed as delivered. This includes:

  • Fulfilling orders within the stated delivery timeframe as advertised on the product listing.
  • Providing accurate delivery estimates at the time of listing. Estimates must be realistic and based on the merchant's actual delivery capabilities.
  • Communicating delays proactively to customers. If a delivery will be late, the merchant must notify the customer before the original delivery window expires.
  • Using reliable delivery methods — whether through their own delivery fleet, a third-party courier service, or a customer-pickup arrangement.
  • Packaging items securely and appropriately to prevent damage during transit. Fragile items must be clearly marked and adequately protected.

3. Delivery Timeframes

The following are the standard delivery timeframes that merchants should aim to meet. Merchants must clearly state their specific delivery timeframes on each product listing.

Same-City Delivery

Deliveries within the same city (e.g., within Accra, within Kumasi, within Tamale) should be completed within 1–3 business days from the date the order is confirmed.

Inter-City Delivery

Deliveries between different cities (e.g., Accra to Kumasi, Takoradi to Tamale) should be completed within 3–7 business days.

Rural and Remote Areas

Deliveries to rural or remote areas may take 5–10 business days. Merchants serving these areas must clearly communicate the extended timeframe to customers.

Custom and Made-to-Order Items

For custom or made-to-order products, the extended production and delivery timeframe must be clearly stated upfront on the product listing. Customers must be made aware of the total time from order to delivery before purchase.

4. Delivery Zones (Ghana)

Snrael supports delivery across all 16 regions of Ghana. Merchants must clearly indicate which regions they deliver to on their store profile and product listings. Delivery fees may vary by region at the merchant's discretion, but must be transparently displayed at checkout.

  • Greater Accra Region
  • Ashanti Region
  • Western Region
  • Central Region
  • Eastern Region
  • Volta Region
  • Northern Region
  • Upper East Region
  • Upper West Region
  • Bono Region
  • Bono East Region
  • Ahafo Region
  • Savannah Region
  • North East Region
  • Oti Region
  • Western North Region

Merchants are not required to deliver to all regions, but they must not accept orders from regions they do not serve. It is the merchant's responsibility to configure their delivery zones correctly.

5. OTP-Based Delivery Confirmation

All deliveries on Snrael must be confirmed using the platform's OTP (One-Time Password) verification system. This system protects both customers and merchants by providing verifiable proof of delivery.

  • When an order is marked as “out for delivery”, the customer receives a unique delivery OTP via SMS to their registered phone number.
  • Upon arrival, the delivery person must collect the OTP from the customer and enter it into the platform to confirm delivery.
  • A delivery is NOT considered complete until the OTP has been successfully confirmed on the platform.
  • Merchants must never mark orders as delivered without obtaining and entering a valid OTP from the customer.
  • Fraudulent delivery confirmations — entering an OTP without actually delivering the item — will result in immediate account suspension and may be reported to law enforcement.

6. Payout Rules

Merchant payouts are directly tied to the OTP-based delivery confirmation system. This ensures that merchants are paid only after the customer has received their order.

  • Payouts are held until delivery is confirmed via OTP. No payout will be released for unconfirmed deliveries.
  • After OTP confirmation, payouts are released according to the standard payout schedule (typically within 1–3 business days).
  • Disputed deliveries will have payouts held until the dispute is fully resolved by the Snrael support team.
  • Payouts for Cash on Delivery (COD) orders follow the same OTP confirmation requirement. The merchant must still confirm delivery via OTP even when collecting payment directly from the customer.

7. Cash on Delivery (COD)

Merchants may choose to offer Cash on Delivery as a payment option. The following rules apply to all COD transactions:

  • Merchants who offer COD must collect payment at the time of delivery. Partial payments or promises to pay later are not permitted.
  • COD payments must be reported on the platform immediately after collection. Failure to report COD payments is a violation of these rules.
  • Merchants bear the risk of customer refusal at delivery. If a customer refuses to accept a COD order, the merchant is responsible for the return shipping cost.
  • COD is only available for orders within the merchant's stated COD delivery zones. Merchants must configure which regions they accept COD orders from.
  • The platform may impose a maximum COD order value to limit risk exposure for merchants.

8. Failed Deliveries

A delivery is considered “failed” when the delivery person is unable to hand over the item to the customer. The following rules govern failed delivery situations:

  • If the customer is unavailable, the merchant must attempt redelivery within 48 hours of the first failed attempt.
  • After 2 failed delivery attempts, the order may be returned to the merchant. The merchant must then contact the customer to arrange an alternative delivery or process a refund.
  • The customer must be notified via SMS of each delivery attempt, including the date and time of the attempt and the reason for failure.
  • If a delivery fails due to an incorrect address, the merchant must contact the customer to obtain the correct address before attempting redelivery.
  • Redelivery fees may be charged to the customer if the failed delivery was due to the customer's unavailability or incorrect information, provided this policy is clearly stated by the merchant at checkout.

9. Delivery Disputes

Delivery disputes are handled by the Snrael support team. The following are common dispute scenarios and how they are resolved:

  • Customer claims item not received but OTP was confirmed: Snrael will investigate the delivery, including reviewing OTP confirmation records, delivery timestamps, and contacting both parties. If fraud is found, the offending party will face account suspension.
  • Item received but damaged: This falls under the Snrael Refund Policy. The customer should report the damage within 24 hours with photographic evidence.
  • Partial delivery (missing items): The merchant must fulfill the remaining items within the original delivery timeframe or issue a partial refund for the undelivered items.
  • Wrong item delivered: The merchant must arrange collection of the incorrect item and deliver the correct item at no extra cost to the customer. The merchant bears all additional delivery costs.

10. Prohibited Delivery Practices

The following delivery practices are strictly prohibited on Snrael. Violation of any of these rules may result in immediate account suspension:

  • Delivering items that are different from what the customer ordered.
  • Marking orders as delivered without actual delivery (fraudulent OTP confirmation).
  • Forcing customers to accept visibly damaged goods at the point of delivery.
  • Refusing to redeliver after failed attempts without a valid and documented reason.
  • Charging hidden delivery fees that were not clearly stated and agreed upon at checkout.
  • Delivering items to unauthorized persons without the customer's explicit consent.

11. Merchant Liability

Merchants assume full liability for the goods they sell from the moment an order is confirmed until delivery is verified via OTP.

  • Merchants are fully liable for items until delivery is confirmed via the OTP system. Any loss, theft, or damage that occurs before confirmation is the merchant's responsibility.
  • Loss or damage during transit is the merchant's responsibility, whether the merchant uses their own delivery fleet or a third-party courier. The merchant must resolve the issue with the customer regardless of who is at fault in the delivery chain.
  • Merchants are strongly encouraged to have adequate insurance for high-value deliveries. Snrael may require proof of insurance for merchants handling goods above a certain value threshold.
  • Snrael is not liable for delivery delays, loss, or damage. Snrael acts as a platform connecting merchants and customers and does not participate in the physical delivery of goods. Any delivery issues are between the merchant and the customer or the merchant and their chosen courier service.

12. Customer Responsibilities

Customers also have responsibilities in the delivery process to ensure smooth and successful order fulfillment:

  • Provide an accurate delivery address, including a nearby landmark. In Ghana, street addresses can be unreliable, so a recognizable landmark helps ensure successful delivery.
  • Be available to receive the delivery during the stated delivery timeframe. If you cannot be available, arrange for an authorized person to receive the delivery on your behalf.
  • Provide the delivery OTP to the delivery person upon receipt of your order. Do not share your OTP with anyone before the delivery person arrives with your item.
  • Inspect items before confirming delivery where possible. Check the item for visible damage or discrepancies before providing your OTP.
  • Report delivery issues within 24 hours of receiving your order. Late reports may be harder to investigate and resolve.

13. Enforcement

Snrael actively monitors delivery performance and enforces these rules to maintain platform quality and customer trust.

  • Merchants with excessive failed deliveries may face an account review. Snrael will work with the merchant to identify and resolve delivery issues before taking further action.
  • Fraudulent delivery confirmations (confirming delivery via OTP without actually delivering the item) will result in immediate account suspension and forfeiture of pending payouts.
  • Repeated customer complaints about delivery quality, timeliness, or conduct will first trigger a formal warning. If the issues persist, the merchant's account will be suspended.
  • Snrael reserves the right to permanently remove merchants with consistently poor delivery records that harm the platform's reputation and customer trust.

14. Contact

If you have questions about these delivery rules, need to report a delivery issue, or require assistance with a delivery dispute, please contact us at support@snrael.com.