Complete Seller Guide
Managing Orders on Bibia
Master the art of order management, delivery, and payouts on the Bibia platform
What You'll Learn
Quick navigation to all sections of the seller guide
Understanding Orders
How to receive and view order details
Order Confirmation
Accepting orders and delivery timelines
Preparing Orders
Packaging standards and quality checks
Delivery Handover
Pickup options and tracking deliveries
Handling Issues
Solutions to common delivery problems
Payments & Payouts
Getting paid and tracking earnings
Understanding Your Orders
How to receive and manage incoming orders
How You'll Receive Orders
When a customer places an order, you'll be notified through:
Important: Check your notifications regularly to ensure timely order processing. Quick response times lead to better customer satisfaction and higher seller ratings.
Viewing Order Details
Each order includes:
Order number
Unique identifier for tracking
Customer information
Name and delivery address
Product details
Item name, variation, quantity
Order total
Price customer paid
Order date and time
When order was placed
Delivery deadline
Expected delivery timeframe
Order Confirmation & Acceptance
Review, accept, or decline incoming orders
Step 1: Review the Order
When an order arrives:
Open the order in your seller dashboard (mobile app or web platform)
Review all order details: product, quantity, delivery address, and customer contact
Verify that you have the item(s) available
Step 2: Confirm or Decline
If you can fulfill the order:
- Accept the order within 24 hours
- The order moves to "Processing" status
- Customer receives confirmation
If you cannot fulfill the order:
- Decline immediately
- Select a reason (out of stock, etc.)
- Avoid negative ratings
Why Response Time Matters:
- Orders not responded to within 24 hours are automatically cancelled
- Automatic cancellations negatively impact your seller performance score
- Late responses frustrate customers and lead to poor reviews
- Fast acceptance builds customer trust
Pro Tip
Enable all notification types so you never miss an order. Set aside specific times each day (morning and evening) to check and process orders.
Understanding Delivery Timelines
Before you begin preparing your order, understand when it needs to be ready:
Intra-City Deliveries (Same City)
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Pickup: Same day as delivery request is created
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Your deadline: Have package ready on the same day you accept the order
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Example: Accept order at 10 AM Monday, package must be ready for pickup by end of Monday
Intercity Deliveries (Different Cities)
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Pickup: Before 5:00 PM on the request day
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Delivery to destination city: Following day
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Your deadline: Have package ready by 5:00 PM on acceptance day
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Example: Accept order at 11 AM Monday → Package ready by 5 PM Monday → Delivered to destination city Tuesday
Rider Assignment
A rider is typically assigned within 15 minutes after you create a delivery request. Be prepared and available.
Preparing Orders for Delivery
Packaging standards and quality checks
Step 1: Gather and Verify Items
Collect all items from the order
Double-check that products match the customer's exact order (size, color, model, etc.)
Inspect items for any defects or damage before packaging
Step 2: Determine Package Size Class
Before you begin packaging, determine which delivery class your package will fall under. This is crucial for proper preparation and cost calculation.
Small Package
- Maximum dimensions: 30 × 20 × 10 cm
- Maximum weight: Up to 3 kg
Medium Package
- Maximum dimensions: 40 × 35 × 25 cm
- Maximum weight: Up to 7 kg
Large Package
- Maximum dimensions: 50 × 45 × 45 cm
- Maximum weight: Up to 15 kg
Step 3: Package Your Order
Follow Bibia's packaging standards to ensure customer satisfaction:
Required Packaging Standards:
- Use clean, sturdy, and properly sealed packaging materials
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Protect items from damage during transit:
- • Fragile items: Use bubble wrap, foam, or paper padding
- • Clothing: Use plastic bags to protect from moisture
- • Electronics: Use original packaging when possible, or adequate cushioning
- Label clearly: Attach the delivery label provided by Bibia (or write delivery details legibly)
What to Include in the Package:
- The exact product(s) ordered
- Any accessories or components mentioned in the listing
- A packing slip or thank-you note (optional but recommended for brand building)
Quality Check: Before sealing, verify:
Consequences of Poor Packaging:
- Damaged items during delivery
- Customer returns and refunds
- Negative reviews
- Potential suspension for repeated violations
Document Your Work:
- Take a photo of the packaged item before sealing (protects you in disputes)
- Note any special instructions or concerns
- Keep records of orders
Handing Over for Delivery
Pickup options and tracking deliveries
Bibia's Delivery Process
Once your order is ready, you have two options:
Option 1: Bibia Pickup Service
- 1. Mark the order as "Ready for Pickup" in your dashboard
- 2. A Bibia delivery agent will collect the package from your location
- 3. Provide the package with the delivery label attached
- 4. Confirm handover in the app
Option 2: Drop-off at Collection Point
- 1. Take your packaged order to the nearest Bibia collection point
- 2. Hand over the package and get a receipt/confirmation
- 3. Update order status in your dashboard
Important Timelines:
- Orders should be ready for pickup/drop-off within 24 hours of acceptance
- Late fulfillment may result in order cancellation and affect your seller rating
What Affects Delivery Time
Tracking Delivery
Once the package is handed over:
Track delivery status in real-time through your seller dashboard
Customers can also track their orders
You'll be notified when the order is successfully delivered
Handling Delivery Issues
Solutions to common delivery problems
Common Issues and Solutions
Customer Not Available
- Delivery agents will attempt contact multiple times
- If unsuccessful, the package may be held for pickup or returned to you
Wrong Address
- Contact Bibia support immediately if you notice an address issue
- Do not ship to an unverified address
Damaged During Delivery
- If the customer reports damage to product, Bibia support will investigate
- Proper packaging protects you from liability
- Document your packaging process with photos when possible
Customer Refuses Delivery
- The order will be returned to you
- Review the reason with the support team
- You may need to issue a refund depending on the situation
Payments & Payouts
Getting paid and tracking your earnings
How Payments Work
Bibia ensures fast and secure payments for completed orders:
Payment Timeline:
Payments are processed within 2 days after successful delivery
Funds are transferred directly to your registered payment account (Mobile Money or bank account)
Payment Process:
Customer receives and confirms the order
Bibia verifies delivery completion
Payment is processed and released to your account
You receive a payout notification
Why the Hold Period?
- Ensures customer receives correct item
- Protects against fraud
- Allows time for delivery issues to surface
Payment Account Setup
Ensure your payment details are correct:
Add or update your Mobile Money number or bank account details accordingly
Verify your information to avoid payment delays
Important:
- Payment name must match your registered business/personal name
- Use your own account, third-party accounts not allowed
- Keep information updated if you change numbers/accounts
When to Update:
Fees and Deductions
Understanding what gets deducted from your earnings:
Bibia Commission
Commission Structure:
- 10% of sale price (varies by category)
- Automatically deducted from each sale
- Covers platform services, payment processing, customer support
Example:
- • Product sells for GH₵100
- • Commission (10%): GH₵10
- • You receive: GH₵90
Tracking Your Earnings
Access your financial information anytime:
Seller Dashboard
View all transactions, pending payments, and payout history
Earnings Summary
See daily, weekly, and monthly sales reports
Transaction Details
Review individual order payments and fees
Ready to Succeed on Bibia?
You now have everything you need to manage orders, handle deliveries, and track your earnings. Start selling on Bibia today!