Where: Your private order link, the seller's contact channel and Yogroo Support.
Before you start
Keep the order reference, agreed handover details and the last delivery update. The seller arranges delivery; this guide does not book a Yogroo courier.
Steps
- Check the order link for the latest payment and fulfilment state. Keep a record of when the delivery or pickup was expected.
- Contact the seller using the shop's published contact details. Explain whether the recipient was unavailable, the location was wrong, or the delivery never arrived.
- Agree the next attempt, pickup time and any proposed charge before proceeding. Confirm changes privately; never publish the buyer's address or phone number.
- Keep messages and handover evidence. Do not confirm receipt for an item you have not received, and do not describe a failed attempt as delivered.
- If the seller is unreachable or you dispute a charge or claimed handover, email Yogroo Support with the order reference, timeline and redacted evidence. Guests can email without creating a shop.
Check the result
The next delivery step is agreed and documented, or the unresolved order has been escalated without a false receipt confirmation.
If something goes wrong
If your private tracking link is lost, request help using the public shop link and order reference. Do not place a replacement order or pay an unexplained delivery-release fee while the original outcome is unclear.
Get help
Email [email protected], or sign in to your support tickets. You do not need a seller account to email us. Include the shop link, order or payment reference, what happened, and a screenshot with private details hidden. Never send passwords, PINs, OTPs, full card numbers or identity documents by email.
Content owner: Yogroo Support
Content reviewed: 29 October 2026
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