1. What is the Shop feature in the Telecel Play App?

Shop is an eCommerce feature within the Telecel Play App that allows users to browse and purchase products from various merchants directly in the app and pay securely using Telecel Cash.

 

2. Who can use the Shop feature

Currently only Telecel Users with an active Telecel Cash account can use the Shop feature.

 

3. Do I need a Telecel SIM to shop?

Yes. A Telecel SIM is required because all payments on the platform are processed through Telecel Cash.

 

4. Do I need a Telecel Cash wallet before shopping?

Yes. You must register for Telecel Cash before making payments on the platform.

 

5. What types of products can I buy?

The platform offers a wide range of products including fashion items, electronics, groceries, and other everyday products from different merchants.

 

6. Who manages the products listed on the platform?

Product listings and inventory are managed by each merchant and vetted by a third party to ensure a smooth and reliable shopping experience.

 

7. Can I access the Shop feature directly in the Telecel Play App?

Yes. The Shop feature is fully integrated into the Telecel Play App, allowing users to browse, order, and pay within the same app.

 

Payments

8. What payment methods are accepted?

Currently all payments must be made using Telecel Cash.

 

9. Can I pay using other mobile money services or bank cards?

No. Payments on the platform are strictly processed using Telecel Cash at the moment.

1. How do I make payment?

Payments can be made in the app after a cart is created and order confirmed. Customers can also make payment either scanning a QR code or entering your Telecel Cash PIN when a prompt is sent by the merchant.

 

10. How do I confirm my payment?

Payments can be confirmed by checking the status in the app or from the end of transaction notification sent from T- CASH

 

11. Are there rewards for paying with Telecel Cash?

Yes. Customers may receive cashback or special rewards when making purchases using Telecel Cash.

 

12. What happens if my payment fails?

If a payment fails, the order will not be processed. You may try to make the payment again or contact Telecel support for assistance.

 

13. Can I split payments between Telecel Cash and another payment method?

No. Payments must be made fully using Telecel Cash.

14. Will refunds be returned to Telecel Cash?

Yes. Any approved refunds will be credited directly back to your Telecel Cash wallet.

 

Delivery & Pickup

15. How will my order be delivered?

Orders are delivered by third-party delivery service providers directly through merchants.

 

16. Can I choose delivery or pickup?

Yes. Customers can choose either home delivery or pick up their orders from the merchant location.

 

17. How long does delivery take?

Delivery times may vary depending on your location and the merchant,

Progress updates will be shared by the merchant.

 

18. Is delivery available everywhere?

Delivery will initially be available in selected cities with merchants where the service is available.

 

Orders, Cancellations & Returns

19. Can I cancel an order after placing it?

Yes. Orders can be cancelled depending on the merchant’s cancellation policy and the order status. Cancellation after dispatch may not be possible, and will have to be handled directly with the merchant.

 

20. Can I return items I purchased?

Yes. Returns are allowed according to the merchant’s return policy.

 

21. Who handles returns and refunds?

Returns are handled by the merchant from whom the product was purchased. Refunds will be handled by Telecel upon investigation with both the customer and the merchant.

 

22. How will I know the status of my order?

You can track your order status directly in the Telecel Play App Shop feature.

 

23. What items cannot be refunded or returned?

• Perishables*

• Personalized goods*

• Digital goods*

• Used or altered products*

 

24. What happens if I miss my delivery?

This will have to be handled directly with the merchant.

 

Security

25. Is paying with Telecel Cash safe?

Yes. Telecel Cash transactions are secured with PIN authentication and additional OTP verification where necessary.

 

26. How does Telecel protect customers from fraud?

The platform includes payment authentication, secure transaction processing, and buyer protection measures.

 

27. What should I do if I suspect fraudulent activity?

Immediately contact Telecel Support to report the issue.

 

Support

28. What should I do if I have a problem with my order?

You can contact support directly through the in-app support feature in the Telecel Play App.

 

29. Can I contact the merchant directly?

Yes, you can contact the merchant through the app. Support requests can be submitted through the customer support channel in the app, and the issue will be directed to the appropriate merchant if necessary.

 

30. Who do I contact for support?

You can use the in-app support channel, TERi.

Contact tpashop@telecel.com.gh

Use any Telecel Customer Care channels.