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How can we help?
Guza is a WhatsApp-first commerce platform — shoppers order from local stores via WhatsApp, merchants run their stores from a clean dashboard.
Need direct help?
Message us on WhatsApp — we usually reply within a few hours.
For shoppers
How do I place an order?+
Browse a store, add items to your bag, tap Proceed to Order, fill in your name, phone, and delivery location, and confirm. Your order receipt opens in WhatsApp automatically — keep it. The seller is also notified.
How do I pay?+
Cash on delivery. You only pay when the seller delivers your order to you. No card, no MoMo upfront. If a seller asks for upfront payment, contact us before sending money.
How will I know the seller received my order?+
The seller's dashboard updates instantly and they get an email + WhatsApp notification. They'll usually message you back to confirm timing.
What's the 'confirm delivery' link in my receipt?+
When your order arrives, tap the link in your WhatsApp receipt. It marks your order as confirmed — both you and the seller get credit for a verified sale. It's the system that builds trust between buyers and sellers on Guza.
Can I cancel an order?+
Until it's been dispatched, yes — message the seller directly on WhatsApp using the number from their order confirmation. Once it's on the way to you, the seller may not be able to cancel.
What if my order doesn't arrive?+
Wait 24 hours after the seller marks it dispatched, then message them. If you can't reach them or there's a dispute, message Guza directly using the button above.
Where's my invoice?+
In your WhatsApp receipt — tap the Invoice link to view a printable receipt with all order details.
Can I track my order?+
Yes — go to guza.ug/track, enter your order ref (e.g.
DK-XXXXXX) and the phone number you used at checkout. You'll see exactly where it is in the workflow.For merchants
How do I open a store on Guza?+
Visit guza.ug/signup. Pick a URL slug, add your WhatsApp number, and you'll be in your dashboard in under a minute. Free plan covers up to 20 products.
What does the Pro plan include?+
Unlimited products, full granular dashboard (customers, analytics, shipping zones, billing, invoicing), and priority support. UGX 50,000 per month, paid via Flutterwave (Mobile Money, card, bank, or USSD).
Do I need to pay for each customer order?+
No. The Pro plan is a flat monthly subscription. Customer orders are paid directly to you in cash on delivery — Guza takes nothing from order revenue.
How do I get verified?+
Open your dashboard → Settings → Verification, fill in your business details and upload supporting documents. The Guza team reviews within 1–3 business days. Verified stores get a green badge on their storefront and rank higher in the directory.
How do shipping zones work?+
In Settings → Shipping Zones, define each area you deliver to and its delivery fee. When buyers check out, they pick their zone — the right fee is added automatically and saved with the order.
Can I issue refunds?+
Refunds are handled directly between you and your customer (since they paid you in cash). Mark the order as Cancelled in your dashboard once you've returned the money.
Found a bug or a suspicious store?
We act on reports within 24 hours. Message Guza with the store URL or order ID and a short description.
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