Help Center
Find answers, learn how to use Truvano, and get support
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Getting Started
Creating an account is quick and free:
- Click "Join Now" or "Register" at the top of the page
- Fill in your personal information (name, email, password)
- Agree to our Terms of Service and Privacy Policy
- Click "Create Account"
- Verify your email by clicking the link sent to you
Pro Tip: Use a strong password with at least 8 characters, including numbers and symbols.
- 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.
Buying & Orders
- Browse products or search for what you need
- Click on a product to view details
- Select quantity and any variations (size, color, etc.)
- Click "Add to Cart"
- Continue shopping or click "Checkout"
- Enter or select your delivery address
- Choose payment method (Card, Bank Transfer, or Wallet)
- 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:
- Log in to your account
- Go to "My Orders" in your dashboard
- Click on the order you want to track
- View real-time status: Processing → Shipped → Out for Delivery → Delivered
- 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:
- Document: Take photos/videos of the damage or incorrect item immediately
- Don't Confirm Delivery: If issue is clear upon opening, don't click "Confirm Delivery"
- Contact Vendor: Message the vendor through order page within 24 hours
- Open Dispute: If vendor doesn't respond or refuses resolution, open a dispute in your dashboard
- Provide Evidence: Upload photos and describe the issue clearly
- 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
- Click "Become a Vendor" in the footer or header
- Fill out the vendor registration form (business name, description, contact info)
- Choose a subscription plan (Starter, Pro, Business, or Enterprise)
- Complete KYC verification (upload ID, BVN, utility bill)
- Wait 24-48 hours for approval
- 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:
- Go to "Products" → "Add New Product"
- Enter product title and detailed description
- Select category and subcategory
- Add attributes (size, color, material, etc.)
- Set price, quantity, and SKU
- Upload high-quality images (at least 3, recommended 800x800px)
- Set shipping details (weight, dimensions, delivery time)
- Choose listing visibility (active/draft)
- 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.
- Log in to your dashboard
- Go to "Wallet" → "Withdraw"
- Enter withdrawal amount (minimum ₦1,000)
- Select or add bank account (account name, number, bank)
- Confirm withdrawal
- 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:
- Try Vendor First: Contact vendor through order page and wait 2-3 days
- If unresolved, go to "My Orders"
- Click the problematic order
- Click "Open Dispute"
- Fill dispute form: describe issue, upload photos/videos, state desired resolution
- Submit dispute
- 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)
- Check your email inbox after registration
- Click the verification link
- Your email is now verified
KYC Verification: (Required for vendors and withdrawals)
- Go to "Account Settings" → "Verification"
- Upload valid government ID (NIN, Driver's License, Passport)
- Enter BVN (Bank Verification Number)
- Upload utility bill for address proof
- Submit for review
- Approval within 24-48 hours
Benefits: Get "Verified" badge, higher trust, faster payouts, increased limits.
- Go to login page
- Click "Forgot Password?"
- Enter your registered email address
- Check your email for password reset link
- Click the link (valid for 1 hour)
- Enter new password (minimum 8 characters, including uppercase, lowercase, number, symbol)
- Confirm new password
- 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:
- Go to "Account Settings" → "Security"
- Click "Enable Two-Factor Authentication"
- Choose method: SMS or Authenticator App
- For SMS: Enter phone number and verify with code
- For App: Scan QR code with Google Authenticator or Authy
- Enter verification code to confirm setup
- 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:
- Go to "Account Settings" → "Privacy"
- Scroll to "Delete Account"
- Click "Request Account Deletion"
- Confirm by entering password
- 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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