VulaMart Help Center

Welcome to the VulaMart Help Center.
Here you’ll find step-by-step guides and answers to the most common questions about using VulaMart to buy and sell safely across South Africa.

What is VulaMart?
VulaMart is an online marketplace where people in South Africa can buy and sell a wide range of items, from everyday essentials and second-hand goods to specialty and digital products.

• Buyers: Find deals from multiple sellers in one place
• Sellers: List items, manage orders, and receive secure payouts
• Location: South Africa only (prices are shown in Rands)

If you’re ever unsure about something, start here in the Help Center or reach out to Support at the bottom of this page.

2.1 Creating an Account

1. Go to VulaMart.co.za .
2. Click Register / Sign Up in the top menu.
3. Choose the type of account:
4. Buyer (shop only), or
5. Buyer & Seller (shop and list items) – wording can match your UI.
6. Enter your name, email address, and mobile number.
7. Create a strong password (use at least 8 characters and a mix of letters and numbers).
8. Read and accept the Terms & Conditions and Privacy Policy.
9. Click Create Account / Register.

You may need to verify your email and/or mobile number before you can fully use your account.

2.2 Email and Mobile Verification

• Check your email inbox for a verification link from VulaMart.
• Click the link to confirm your email.
• If an OTP (One Time PIN) is sent to your phone, enter it on the verification screen.

Not receiving codes or emails?

• Check your Spam / Junk folder.
• Make sure you typed your email and mobile number correctly.
• If it still does not arrive, request a new code from the verification screen.

2.3 Logging In

1. Click Login / Sign In.
2. Enter your email address and password.
3. Click Sign In.

If you forgot your password, use “Forgot password?” on the login page.

2.4 Resetting Your Password

1. On the login page, click Forgot password?
2. Enter the email address linked to your account.
3. Check your email for a reset link.
4. Click the link and follow the steps to create a new password.

2.5 Updating Your Profile

In My Account you can:

• Update your name, email, and mobile number
• Add or edit your delivery addresses
• Add your profile photo / avatar (if enabled)
• Manage seller details (store name, description, logo) if you’re a seller

Remember to save changes before leaving the page.

3.1 Finding Products

You can find items in 3 main ways:

• Search bar: Type what you’re looking for, e.g. “iPhone 13”, “camping chair”, “fridge”.
• Categories: Use the main navigation to browse categories (e.g. Electronics, Home & Garden, Fashion, Vehicles, Digital Goods).
• Filters (if available): Narrow results by:
• Location (Province / City)
• Price range
• Condition (New / Used / Refurbished)
• Category or brand
• Seller type (private seller / business) – if your UI supports it

3.2 Product Page Overview

On each product page you’ll typically see:

• Title and photos
• Price (and any promo / sale pricing)
• Condition (New / Used)
• Location of the item
• Delivery / collection options
• Seller information (name, rating, number of sales)
• Full description and any technical details
• Questions & answers section (if enabled)

If anything is unclear, you can usually message the seller directly from the product page.

4.1 Adding Items to Your Cart

1. On the product page, check the price, shipping options, and return policy.
2. Choose any options (size, colour, quantity).
3. Click Add to Cart.

You can keep browsing and add more items or go straight to Checkout.

4.2 Checkout & Payment

1. Open your Cart (usually in the top right).
2. Review items, quantities, and total cost.
3. Click Checkout.
4. Confirm or add your delivery address.
5. Choose your delivery / collection option (courier, locker, pickup, etc. – depending on what the seller offers).
6. Select a payment method from the secure checkout (for example credit/debit card, instant EFT, or other options shown).
7. Review your order summary and click Pay / Place Order.

You’ll see an order confirmation on the screen and receive an email confirmation.

4.3 Order Status

In My Account > Orders you can track each order. Typical statuses include:

• Pending payment – you started checkout but payment is not completed
• Payment confirmed – payment was successful
• Processing – the seller is preparing your order
• Shipped / Ready for collection – your order has been dispatched or is ready to pick up
• Delivered / Completed – the item arrived or the transaction is finished
• Cancelled – the order has been cancelled

Click an order to see the details, tracking link (if provided), and messages between you and the seller.

4.4 Cancelling an Order

Whether you can cancel depends on the order status and seller’s policy.

In general:

• If the order is still Pending or Processing, you may be able to request a cancellation via My Account > Orders.
• If the order has been shipped, you usually need to follow the Returns process instead.

Use the Message seller or Contact Support options if you are unsure.

5.1 Payment Methods

Available payment methods may include:

• Credit / debit card
• Instant EFT / online banking
• Other secure methods shown at checkout

Only use payment options that appear on the VulaMart checkout page.
Never send money directly to a seller’s personal bank account based on a message.

5.2 Payment Security

• Payments are processed via trusted payment partners that use encryption.
• VulaMart does not store your full card details on its own servers.
• You should always see https:// and the padlock icon in your browser address bar during checkout.

If something looks suspicious, stop and contact Support before paying.

5.3 Failed or Pending Payments

If your payment fails:

• Check that your card details are correct and that your card is enabled for online purchases.
• Ensure you have enough funds / credit.
• Try another payment method.

If your payment shows as Pending for a long time, contact your bank first, then contact VulaMart Support with your order number and payment reference.

5.4 Refunds

Refunds depend on:

• The seller’s return policy
• Whether the return or dispute has been approved

Once a refund is processed:

• Card / EFT refunds usually take a few working days to reflect, depending on your bank.
• You’ll receive an email confirming the refund.

Because VulaMart is a marketplace, different sellers may offer different delivery methods.

6.1 Delivery Options

Common options include:

• Courier to your door
• Locker collection / pickup point
• In-person collection (meet-up) if the seller supports it

Always check the delivery options on the product page and at checkout before paying.

6.2 Delivery Costs & Times

• Delivery fees are set by the seller based on the method they use.
• Estimated delivery times are shown at checkout.
• Rural or remote areas may have longer delivery times or higher fees.

If the item is late:

• Check the tracking link (if available).
• Contact the seller via the order messages.
• If you cannot resolve it, escalate via VulaMart Support.

6.3 Tracking Your Order

• Many couriers provide a tracking number.
• You can usually click a tracking link from your order page in My Account.
• Some local meet-ups or collections may not have tracking, but the seller should confirm collection details with you.

6.4 Damaged or Missing Items

If your order arrives damaged or incomplete:

1. Take clear photos of the damaged parcel and items.
2. Go to My Account > Orders, open the order and message the seller.
3. Provide the photos and a short description of the issue.
4. If you cannot reach an agreement, open a dispute (see below) or contact VulaMart Support.

7.1 Who Can Sell?

In general, to sell you must:

• Be 18 years or older
• Live in South Africa
• Agree to VulaMart Seller Terms & Conditions
• Have a verified account

Business sellers may need to provide additional details (company name, registration info, VAT number, etc.), depending on the platform requirements.

7.2 Upgrading to a Seller Account

If you registered as a buyer only:

1. Go to My Account > Become a Seller / Seller Settings.
2. Complete the seller sign-up form:
3. Store name
4. Business details (if applicable)
5. Payout bank details
6. Submit and wait for approval (if the platform requires manual approval).

You’ll receive an email when your seller profile is ready.

7.3 Creating a Listing

1. Go to My Account > Sell / Add Listing / Add Product.
2. Choose the correct category for your item.
3. Add:
4. Title
5. Description (be honest and detailed)
6. High-quality photos
7. Price and quantity
8. Condition (New / Used)
9. Location
10. Delivery options & fees
11. Set any advanced options (e.g. discounts, stock variations, if supported).
12. Review everything and click Publish / List Item.

Make sure you do not list prohibited items (e.g. illegal goods, items banned by law or VulaMart’s policies).

7.4 Managing Listings

In My Account > Listings / Products you can:

• Edit a listing (update price, description, stock, photos)
• Pause or unpublish a listing
• Delete a listing you no longer want to sell
• See whether a listing is active, draft, or out of stock

7.5 Handling Orders as a Seller

When you receive an order:

1. You’ll get an email notification and see it under My Account > Orders.
2. Confirm that payment is received / approved within the platform.
3. Prepare the item for shipping (pack it properly).
4. Book courier / arrange collection according to the method the buyer chose.
5. Mark the order as Shipped / Ready for collection and add tracking details, if applicable.

Communicate clearly with the buyer through the order messages.

7.6 Payouts to Sellers

Payouts depend on VulaMart’s payment and risk policies. Usually:

• Funds are held until the order is completed or a defined period passes.
• Payouts may be scheduled weekly, bi-weekly, or after each order, depending on the setup.
• You can see expected payouts under My Account > Payouts / Wallet.

Make sure your bank details are correct and up to date.

8.1 Messaging

You can usually message sellers (and in some cases buyers) via:

• The product page (Ask a question)
• The order page (Order messages)

Use this to:

• Ask for more details or photos
• Confirm collection or delivery arrangements
• Resolve minor issues

Do not use messages to request off-platform payment or share sensitive information.

8.2 Ratings & Reviews

After a transaction is completed:

• Buyers may leave a rating and review for the seller and/or product.
• Honest feedback helps improve the marketplace and protects other users.

Reviews that contain hate speech, threats, personal information, or spam may be removed.

9.1 Staying Safe

• Only pay using VulaMart’s checkout.
• Do not send cash deposits or EFTs directly to strangers.
• Avoid meeting in remote or unsafe locations. For in-person deals, choose a public, well-lit place and, if possible, bring someone with you.
• Do not share your password, OTP codes, or full card details via chat, email, or phone.

9.2 Spotting Scams

Be careful if:

• A seller insists on direct bank transfer outside the platform.
• The price is far below market value with no clear reason.
• You are pushed to act immediately with pressure tactics.
• Someone asks you to provide OTP codes, PINs, or online banking login.

If you suspect fraud:

• Do not pay or send any more money.
• Take screenshots of all communication.
• Report the user via the Report / Flag button (if available) and contact Support.

9.3 Account Security

• Use a strong, unique password for VulaMart.
• Turn on two-factor authentication (2FA) if supported.
• Always log out from public or shared computers.
• If you think your account was compromised, change your password immediately and contact Support.

10.1 Return Policies

Return rules may differ between:

• Private sellers vs business sellers
• New vs used items
• Different categories (e.g. digital products or services may not be refundable)

Always check the Return Policy on the product page.

10.2 Starting a Return

If returns are allowed for your item:

1. Go to My Account > Orders and open the order.
2. Click Request Return / Problem with order.
3. Choose the reason (wrong item, damaged, not as described, etc.).
4. Add photos and a short explanation.
5. Submit your request.

The seller will be notified. If they approve the return, you’ll get instructions on where and how to send the item back.

10.3 Disputes

If you and the seller cannot reach agreement:

1. Open a dispute from the order page (if available).
2. Provide clear details and evidence (photos, messages, receipts).
3. VulaMart’s support team may review the case and make a decision based on the platform’s policies.

Keep all communication inside the platform so it can be used as evidence if needed.

11.1 Changing Account Details

In My Account > Settings / Profile you can:

• Update your name, email, phone number
• Change default address
• Manage notification preferences

11.2 Changing Your Password

1. Go to My Account > Security / Password.
2. Enter your current password.
3. Enter your new password and confirm it.
4. Save changes.

If you forgot your password, use the Forgot password? link on the login page.

11.3 Deleting or Closing Your Account

If you want to close your account:

• Make sure there are no open orders or disputes.
• Go to My Account > Settings and look for Close account / Delete account.
• Follow the steps, or contact Support to assist you.

Some information may need to be retained for legal or accounting reasons, even after closure.

12.1 Website Not Loading or Very Slow

Try the following:

• Refresh the page.
• Check your internet connection.
• Try a different browser (Chrome, Edge, Firefox, Safari).
• Clear your browser cache and cookies.
• Try again in Incognito / Private mode.

If the problem continues, note any error message and contact Support.

12.2 Not Receiving Emails

• Check Spam / Junk folder.
• Add VulaMart’s email address to your contacts / safe sender list.
• Ensure that you entered the correct email in your profile.
• If you still don’t receive important emails, contact Support with your username, email, and what you were expecting (verification mail, reset link, order confirmation).

12.3 Problems on Mobile Devices

• Make sure your browser is up to date.
• If you’re using the site on a mobile device, ensure you have good signal or Wi-Fi.
• Rotate your phone or try desktop mode if elements appear cut off.
• If VulaMart has a mobile app (future option), ensure it is updated to the latest version.

If you can’t find what you need in this Help Center, we’re here to help.

You can contact us via:

• Help / Contact form: Available under Help > Contact Us on the website
• Email: [Insert support email, e.g. support@vulamart.co.za]
• Phone / WhatsApp: [Insert number, if applicable]
• Operating hours: [e.g. Monday – Friday, 09:00 – 17:00 (SAST)]

When you contact Support, please include:

• Your full name
• The email address linked to your VulaMart account
• Your order number (if applicable)
• A short description of the issue
• Any screenshots or error messages

Email: support@vulamart.co.za

Phone: 0800 885 2678

Address: 865 Natasha Street, Pretoria, 0044, South Africa