Click & Collect cancellations, no-shows and returns

A pickup problem should stay attached to the Upfrica order. Do not use the collection code to bypass a cancellation, refund or dispute.

Before collection

• The buyer should contact the seller through the order if collection timing becomes difficult.
• The seller should not mark an unavailable or incomplete order Ready for pickup.
• Use the order's cancellation or help options instead of making an off-platform refund.
• An active cancellation, refund or dispute can block collection verification.

Missed or expired collection

• The order shows the collection deadline after it becomes ready.
• A missed window does not prove that the buyer collected the item.
• Follow the available no-show, expiry, cancellation or support action shown for the order.
• Only a verified code, QR credential or documented staff override can confirm collection.

Problems after collection

• Start from the affected order and choose the issue that best describes the problem.
• Keep the item, packaging, receipt and relevant photo or video evidence.
• Follow approved return instructions; do not send the item to an unconfirmed address.
• Eligibility for return, refund, replacement or Buyer Protection depends on the order and applicable policy.

Get help with an order