Help Center

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Getting Started

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Buying & Orders

Learn how to place orders, track deliveries, and manage purchases
Selling & Vendors

Complete guide to selling products and managing your vendor store
Payments & Wallet

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Disputes & Refunds

How to resolve disputes and request refunds
Account & Settings

Manage your account, security, and preferences

Getting Started

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  • Buyer Account: For shopping and purchasing products. Free to create. Access to wishlist, order tracking, and buyer protection.
  • Vendor Account: For selling products or services. Requires monthly subscription (₦2,500-₦20,000). Can list products, manage inventory, and receive payments.
  • Affiliate Account: For promoting products and earning commissions (5-15%). Free to join. Get unique referral links and track earnings.

Main Navigation:

  • Marketplace: Browse all products and categories
  • Categories: Shop by specific product categories
  • Vendors: Discover and follow vendors
  • About: Learn about Truvano and our mission
  • Dashboard: Your personal control panel (after login)

Search: Use the search bar at the top to find specific products, vendors, or categories.

Currently, Truvano operates as a mobile-responsive website optimized for all devices. You can access the platform from any smartphone, tablet, or computer browser. A dedicated mobile app is planned for future release.

Buying & Orders

  1. Browse products or search for what you need
  2. Click on a product to view details
  3. Select quantity and any variations (size, color, etc.)
  4. Click "Add to Cart"
  5. Continue shopping or click "Checkout"
  6. Enter or select your delivery address
  7. Choose payment method (Card, Bank Transfer, or Wallet)
  8. Review order summary and click "Place Order"

You'll receive an order confirmation email with order number and estimated delivery date.

Track your orders easily:

  1. Log in to your account
  2. Go to "My Orders" in your dashboard
  3. Click on the order you want to track
  4. View real-time status: Processing → Shipped → Out for Delivery → Delivered
  5. If tracking number is available, click it to see detailed shipping info

You'll also receive SMS/email notifications at each stage of delivery.

Yes, with conditions:

  • Before Shipping: You can cancel for free. Go to "My Orders" → Click order → "Cancel Order"
  • After Shipping: Cancellation requires vendor approval. Contact the vendor through the order page.
  • Refund: If approved, refund is processed to your original payment method or wallet within 5-10 business days.

Note: Some customized or personalized items cannot be cancelled after order confirmation.

Steps to take:

  1. Document: Take photos/videos of the damage or incorrect item immediately
  2. Don't Confirm Delivery: If issue is clear upon opening, don't click "Confirm Delivery"
  3. Contact Vendor: Message the vendor through order page within 24 hours
  4. Open Dispute: If vendor doesn't respond or refuses resolution, open a dispute in your dashboard
  5. Provide Evidence: Upload photos and describe the issue clearly
  6. Resolution: Our team will review and mediate. You may get refund, replacement, or partial refund.

Protection: All purchases are covered by our buyer protection policy.

Selling & Vendors

  1. Click "Become a Vendor" in the footer or header
  2. Fill out the vendor registration form (business name, description, contact info)
  3. Choose a subscription plan (Starter, Pro, Business, or Enterprise)
  4. Complete KYC verification (upload ID, BVN, utility bill)
  5. Wait 24-48 hours for approval
  6. Start listing products once approved!

Cost: Monthly subscription ranges from ₦2,500 to ₦20,000 depending on your plan. See How to Sell for details.

From your vendor dashboard:

  1. Go to "Products" → "Add New Product"
  2. Enter product title and detailed description
  3. Select category and subcategory
  4. Add attributes (size, color, material, etc.)
  5. Set price, quantity, and SKU
  6. Upload high-quality images (at least 3, recommended 800x800px)
  7. Set shipping details (weight, dimensions, delivery time)
  8. Choose listing visibility (active/draft)
  9. Click "Publish"

Tip: Use clear images and accurate descriptions to increase sales!

Payment Timeline:

  • Funds are held securely until buyer confirms delivery
  • With Confirmation: Payment released to your wallet immediately after buyer confirms delivery
  • Auto-Release: If buyer doesn't confirm, funds auto-release after 7 days of delivery
  • Verified Vendors: Faster payout eligibility (as early as 3 days)
  • Withdraw: You can transfer funds from wallet to your bank account anytime

Fees: Platform commission and payment gateway fees apply (see Pricing).

Boost Your Listings:

  • Featured Placement: Products appear at the top of search results and category pages
  • Duration: Choose 1, 3, 7, or 30 days
  • Cost: Varies by duration (₦500 - ₦5,000)
  • Results: Get 10x more views and higher conversion rates

How to Promote: Go to your product listing → Click "Promote" → Select duration → Pay → Done!

Tip: Promote during peak shopping seasons (Christmas, Black Friday, etc.) for maximum impact.

Payments & Wallet

We accept:

  • Debit/Credit Cards: Visa, Mastercard, Verve (via Paystack gateway)
  • Bank Transfer: Direct deposit to designated account
  • Truvano Wallet: Use pre-loaded wallet funds for instant checkout

Security: All transactions are encrypted with SSL/TLS. We use Paystack for secure payment processing.

Note: Payment gateway fees (1.5% + ₦100) apply to card transactions.

Your Digital Wallet for:

  • Storing Funds: Load money via card or bank transfer
  • Quick Checkout: Pay instantly without re-entering card details
  • Receiving Payments: Vendor sales and affiliate commissions are credited to wallet
  • Transfers: Send money to other Truvano users (free)
  • Withdrawals: Transfer to your bank account anytime

Benefits:

  • Instant transactions (no waiting for bank processing)
  • No fees on wallet-to-wallet transfers
  • Transaction history and balance tracking

For Buyers:

  • Card Payments: 1.5% + ₦100 (Paystack fee)
  • Wallet Payments: Free
  • Bank Transfer: Free (but slower processing)

For Vendors:

  • Platform Commission: Varies by category (typically 2-5%)
  • Subscription Fee: ₦2,500 - ₦20,000/month (depending on plan)
  • Withdrawal to Bank: ₦50 per transaction

Transparency: All fees are clearly shown before payment confirmation.

  1. Log in to your dashboard
  2. Go to "Wallet" → "Withdraw"
  3. Enter withdrawal amount (minimum ₦1,000)
  4. Select or add bank account (account name, number, bank)
  5. Confirm withdrawal
  6. Funds arrive within 1-3 business days

Requirements: You must have verified your account (KYC) to withdraw funds. Withdrawal fee: ₦50.

Disputes & Refunds

When to Open a Dispute:

  • Product doesn't match description
  • Item arrived damaged or defective
  • Wrong item received
  • Order never arrived
  • Vendor unresponsive

Steps:

  1. Try Vendor First: Contact vendor through order page and wait 2-3 days
  2. If unresolved, go to "My Orders"
  3. Click the problematic order
  4. Click "Open Dispute"
  5. Fill dispute form: describe issue, upload photos/videos, state desired resolution
  6. Submit dispute
  7. Our team reviews both sides within 3-5 business days

Important: Open disputes within 7 days of delivery for best results.

Refund Eligibility:

  • Product significantly different from listing
  • Item defective, damaged, or broken
  • Wrong item shipped
  • Order never delivered
  • Duplicate payment
  • Vendor cancelled after payment

Non-Refundable:

  • Digital products after download
  • Customized/personalized items
  • Buyer's remorse (unless vendor agrees)
  • Perishable goods
  • Items marked "non-refundable"

See full Refund Policy for details.

Refund Timeline:

  • To Truvano Wallet: Instant credit once approved
  • To Original Payment Method: 5-10 business days after approval
  • Dispute Resolution: 3-5 business days for review

Recommendation: Choose wallet refund for instant access to funds. You can then withdraw to bank if needed.

Buyer Protection Covers:

  • Items not received (vendor fault)
  • Items significantly different from description
  • Defective or damaged products
  • Fraudulent vendors

Requirements:

  • Payment made through Truvano platform (NOT outside transfers)
  • Report issues within 7 days of delivery
  • Provide evidence (photos, videos, communication)
  • Follow dispute process

Protection Limit: Up to the full purchase amount. We hold vendor payments until you confirm satisfactory delivery.

Account & Settings

Email Verification: (Required for all accounts)

  1. Check your email inbox after registration
  2. Click the verification link
  3. Your email is now verified

KYC Verification: (Required for vendors and withdrawals)

  1. Go to "Account Settings" → "Verification"
  2. Upload valid government ID (NIN, Driver's License, Passport)
  3. Enter BVN (Bank Verification Number)
  4. Upload utility bill for address proof
  5. Submit for review
  6. Approval within 24-48 hours

Benefits: Get "Verified" badge, higher trust, faster payouts, increased limits.

  1. Go to login page
  2. Click "Forgot Password?"
  3. Enter your registered email address
  4. Check your email for password reset link
  5. Click the link (valid for 1 hour)
  6. Enter new password (minimum 8 characters, including uppercase, lowercase, number, symbol)
  7. Confirm new password
  8. Log in with new password

Security Tip: Use a unique, strong password that you don't use on other websites.

Yes! Protect your account with 2FA:

  1. Go to "Account Settings" → "Security"
  2. Click "Enable Two-Factor Authentication"
  3. Choose method: SMS or Authenticator App
  4. For SMS: Enter phone number and verify with code
  5. For App: Scan QR code with Google Authenticator or Authy
  6. Enter verification code to confirm setup
  7. Save backup codes in a safe place

Benefit: Even if someone has your password, they can't access your account without the 2FA code.

Yes, but consider:

  • Pending Orders: Complete all active orders first
  • Wallet Balance: Withdraw all funds before deletion
  • Vendor: Cancel subscription and resolve any disputes
  • Permanent: Account deletion is irreversible

To Delete:

  1. Go to "Account Settings" → "Privacy"
  2. Scroll to "Delete Account"
  3. Click "Request Account Deletion"
  4. Confirm by entering password
  5. Your account will be deleted within 30 days

Data Retention: Some transaction records may be retained for legal/tax purposes as required by law.

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