Important things to know

Wakilni’s back-office working hours are:
Monday to Saturday 8am till 5pm.

If you reach us outside the working hours, we will do our best to answer you, but otherwise the team will get back to you the following morning.

When messaging, and especially when the message includes details about the orders, please avoid sending out long (and several) voice notes to avoid any missed details. It is preferable that you text message instead, or keep the voice messages concise.

You may choose one of the below 3 subscription plans for receiving your customers' cash: Once a week, Once every two weeks or once a month

You will be asked to sign a receipt upon receiving your cash box. Please make sure to count the received amount on the spot. Wakilni will not be liable for any raised issues after receiving the signed copy of the receipt.

Your cashbox includes all the collected amounts for orders delivered, excluding the last 3 working days for auditing purposes.

Cash boxes are issued based on the set schedule. If you require your cash box ahead of time, kindly inform us over your support whatsapp group and we will provide you with the earliest dispatch date. An additional fee applies.

In case your scheduled cashbox falls on a holiday, you will receive it on the next due date.

Delivery charges are discounted from your cash box. Alternatively, you may specify that you prefer to make the payment separately. VAT applies.

Wakilni issues monthly bills between the 1st and 10th. We accept payments by cash only.

If you require your customers to only pay in a certain currency, kindly inform us and make sure your customers are well informed of such. Our drivers will do their best to abide by your instructions, and will refuse delivering an order if the customer insists on paying in another currency which would result in a failed delivery. Kindly ensure your customers are well informed in order to reduce the pressure on our drivers and avoid misunder- standings.

It is not the driver’s responsibility nor the accounting back office team to detect fake notes. In the event that a fake note is discovered following sale completion, it is your sole responsibility to follow up on compensation from your customer.

Kindly add a comment on the portal if your customer wants to pay by credit card when you place their order with us.

A 2.5% charge will apply to all orders regardless the amount to be charged. We accept Visa and MasterCard. We do not accept Amex cards.
Credit card payments are paid back to the store in the form of checks.

For queries related to accounting, please message us on the support whatsapp group and allow the accounting team 24 hours to get back to you.

Pick-up / Deliver by motorcycle: Place your request one day ahead. Same day pick-ups and deliveries by motorcycle shall be attended to based on availability.

Pick-up / Deliver by car: Place your request one day ahead. Pick-ups and deliveries will be scheduled based on availability.

If you think your items require a car, please mention it on the support group 24 hours ahead of time.

• Your order is for 20$ & your delivery fee is 5$

• You are charging your client delivery fees

• The collection amount you specify should be 25$

When placing your order on the system, please make sure to keep the field “Delivery Payment Type” ”On Account”. If you change this field, additional fees would be collected to the collection amount.

Please avoid specifying time windows for deliveries outside Beirut as our drivers’ routes change on daily basis. Instead, please inform your customers that our driver will get in touch to coordinate the delivery time.

If your items are fragile, please package them properly to ensure safe delivery. We recommend using a minimum of bubble wrap and boxes. If you would like to use our bubble wrap service, we charge 0.5$ for unit items (20cmx20cmx20cm). Please do not use thin bags or craft paper bags for glassware as they may tear during transit. Make sure that your bags can support the weight of your package.

If you are delivering fresh products with us, please (1) ensure that packages are tightly sealed to prevent spillage (2) place jars in boxes and separate oily jars from non-oily jars (3) avoid placing heavy items in craft bags to prevent tearing (4) mark bags containing fresh items, both on the bag and in the system (5) if you have more than 15 orders per day, please provide ice buckets and cooler bags. These will be returned empty with each new pickup (6) If multiple packages need to be delivered to the same recipient, clearly label the outer packaging (e.g., numbered bags/boxes).

Please make sure to either place a waybill on your bag printed from the portal or to staple/stick a small note on the bag indicating your store’s name (if your bags are not branded) and your customer’s information