Sendo

Support

Help Centre

Sendo is one ecosystem with three apps. Use this page to pick the right app, finish common tasks, and reach a human when something breaks. For a live order, always start from the order or trip screen inside the app so we can see the same map, ticket, and chat you see.

Last updated 3 September 2026

Download the right app

The website does not replace the apps. Payments, live GPS, cash-outs, store tablets, and masked calls all run in the mobile products. Installing the Customer app when you meant to ride — or the Courier app when you meant to order lunch — is the most common first mistake.

Each listing shows both iOS and Android. You do not need a separate “website login” to order. If a store page or ad sent you here, download the matching app and search for the store name after you set your pin.

If you have a live order or trip

Open that order or trip first. In-app Help is wired to the ticket ID, GPS breadcrumb, and chat. An email that says “my food is late” without an order number is slower for everyone. If the app will not open, email dispatch@sendo.com with the phone number on the account, approximate time, vendor name, and amount paid.

  • Customers: order screen → Help → choose missing item, never arrived, rider issue, or payment.
  • Couriers: trip screen → issue → cannot pick up, cannot drop off, safety, or pay dispute.
  • Vendors: ticket → issue → cannot fulfil, rider waiting, customer complaint, or payout.

Customers

Create an account and add an address

Install the Customer app, verify your phone with the OTP, and save at least one delivery address. Add the estate name, street, colour of the gate, floor, and a landmark a first-time rider can see from the road. “Inside the compound” is not enough in a 200-house close. Keep the same number on so the rider can call on arrival. If you use a work address, include the reception desk and any visitor code.

Order food, groceries, or pharmacy items

Browse stores that deliver to your pin, read item descriptions, allergens, and fees, then pay in the app. If a store is closed or an item is out of stock, the app should block checkout or offer a substitute only when the vendor enables it. Do not send a “just add two more” request in chat after the rider has picked up — that is a new order.

Grocery items sold by weight may be adjusted after packing. Pharmacy items may need a prescription photo. Alcohol and other age-restricted goods may require ID at the door. The courier is allowed to refuse handover if you cannot show ID or you appear underage.

Track and receive

After confirmation you will see vendor prep, courier assignment, and a live map. Be ready at the drop-off. Large compounds: wait at the gate if that is what you wrote in the notes. If you need to move the pin after pickup, tell the courier in the in-app chat. A move across town is usually not possible; a “other gate” tweak often is.

Do not ask the courier to come upstairs into a locked office or a bedroom. Do not ask them to wait twenty minutes unpaid while you finish a meeting — use the wait-time rules or reschedule. If you will miss the drop-off, say so early so we can return or leave with a named neighbour you nominated in chat.

Refunds, missing items, and chargebacks

Open the completed order, tap Help, and send photos of the bag, the receipt, and the issue. Do not send money outside the app. A chargeback filed with your bank without talking to us first can delay a genuine refund and may limit the account if the GPS and photo show a completed drop-off.

We look at vendor photos, courier GPS, chat, and your evidence. Wrong item and missing item are usually vendor issues. A bag that was sealed at pickup and open at drop-off is a courier-care issue. Taste (“I do not like pepper”) is rarely a full refund if the menu said it was spicy.

Payments that look stuck

If your bank shows a debit but the app shows no order, wait a few minutes, then contact us with the payment reference before you try again. Placing a second paid order often creates two tickets, not a retry. Promotions have their own minimums and expiry; a code that worked last week may not stack today.

Account, OTP, and deletion

Sendo will not call you and ask you to read an OTP. If you get a code you did not request, ignore it and tell support. To delete the account, use settings in the app or email info@sendo.com. Uninstalling the app does not close the account. We may keep tax and dispute records as the Privacy Policy explains.

Couriers

Onboarding

The Courier app will ask for your name, photo, vehicle, and payout account. Some cities also ask for a valid ID, rider card, and proof you can legally ride or drive that vehicle. Take documents in daylight, no glare, all four corners visible. A bank account should be in your name — mule accounts are a ban. Approval is not instant if we need a second look.

Going online and completing a trip

Location must stay on while you are available. Accept a job only if you can reach the vendor in the shown window. At the store, use the pickup code or staff confirmation in the app. Check the bag count against the ticket. At the customer, complete the drop-off step — PIN, photo, or both — so the trip can pay out. Marking delivered from two streets away is fraud.

If the kitchen is not ready, follow the wait-time UI instead of arguing. If the customer is silent, use the timer, then the cannot-deliver path. Do not leave food on a random generator or with a gateman who will not give a name unless support or the customer instructed that.

Earnings, tips, bonuses, and holds

Trip pay, tips, and bonuses appear after completion. Cash-out follows the schedule in the wallet screen. A payout can be held if a customer disputes the drop-off, a payment reverses, or we detect unusual GPS. Write to dispatch@sendo.com with the trip ID if a hold looks wrong. Tips on that trip are yours unless a promotion says otherwise. Fuel, data, and maintenance are yours unless a campaign you opted into says otherwise.

Safety

You do not have to enter an unsafe compound or continue a trip that becomes dangerous. Use in-app support, do not argue in the street, and never carry goods the app did not assign (no “add this envelope for cash”). Harassment from any party should be reported with the trip ID. Helmets and lights where required are not optional. If there is an accident: people first, emergency services if needed, then Sendo with the trip ID.

Quality and deactivation

Repeated cancellations after accept, fake GPS, login sharing, or serious complaints can limit jobs or close the account. You may ask for a review. Keep your vehicle and photo updated so customers can recognise you. Do not demand tips. Do not open pharmacy seals.

Vendors

Set up the store

Register in the Vendor app with a real outlet address, hours, and a person who can accept orders. Upload clear photos, prices, portions, prep times, and allergens. Mark items out of stock instead of cancelling after a customer has paid. If you are a pharmacy, upload the licences we request. If you sell alcohol, you need the right licence before we switch that category on.

Packing for a courier

Seal food so it stays closed on a bike. Separate soups. Write the order number on the pack. Have it at the agreed pickup point so the courier is not waiting in the kitchen. Pharmacies should use tamper-evident bags where required. Do not add unordered extras “on the house” that the customer will later dispute as wrong items. If you must substitute, do it in the app before the rider leaves.

Money, commission, and chargebacks

You will see each order’s net amount after commission. Settlements go to the bank account on file. Refunds we grant to a customer for your error are deducted from a later payout. Questions: info@sendo.com with your store name and order IDs. Promoted placement is optional and marked as such; organic ranking still considers prep-time accuracy, cancellations, and ratings.

Hours, pausing, and staff logins

Pause the store if you cannot cook or pack. Leaving the store “open” while you are closed creates cancellations and can lower your ranking. Remove staff access when someone leaves. Do not export customer phone numbers from tickets to WhatsApp-blast them — that breaks the Terms and the Privacy Policy.

When a rider is late or a customer is unhappy

If a courier has not arrived and the food is dying, use the ticket tools to nudge or ask for a reassign. If a customer complains to you in person, still file it on the ticket so we can refund once, not twice. Photograph packed bags if your category has high dispute rates.

Website tools

The track box and “Order now” buttons on this site open the download modal for the Customer app. We do that because live GPS and checkout are not finished in the browser. Courier and vendor CTAs open their own store listings so you can choose iOS or Android. Footer links for Privacy, Terms (/tnc), Help, and FAQs are the long-form documents.

What we will never ask you to do

  • Read an OTP to a caller or a WhatsApp “support agent”.
  • Pay a personal NUBAN for an in-app order or a “verification fee” to start riding.
  • Install a random APK from a link in SMS — only the official App Store or Google Play listings.
  • Share your courier or vendor login with a “manager” we did not introduce in writing.

Contact

  • General, privacy, and account deletion: info@sendo.com
  • Live dispatch and courier trip holds: dispatch@sendo.com
  • Helpline: +234 (0) 700-SENDO-NG (73636-64)
  • Address: SENDO Logistics Technologies Ltd., Adeola Odeku, Victoria Island, Lagos, Nigeria

Also read the FAQs, Privacy Policy, and Terms and Conditions. If a sentence on this Help page conflicts with the Terms, the Terms apply.