Common Flows
Version: v1.0
Last Updated: May 30, 2026
Quick reference for the flows that work the same way across the whole platform — for customers and partners alike. Each section links to the fuller guide.
Authentication and account recovery
- Create an account with your email or phone number, then verify with the code sent to you
- Log in with the same credentials on the mobile app or web — one account works everywhere
- Forgot password — use the reset link/code from the login screen
- Locked account — wait a few minutes after repeated failed attempts, then use the reset flow
Full detail: Customer — Account Setup.
In-app support
You can open a support case from any order or booking:
- Open the order/booking detail
- Tap Help / Support
- Select the issue type and attach the order reference
Include as much detail as you can up front (what happened, when, screenshots) — it speeds up resolution. Partners: see How to Open and Manage Support Cases.
Notifications
Manage which push notifications and emails you receive in your profile/settings:
- Order and booking updates
- Payment and settlement notices
- Support case replies
Choose push vs. email per event type where supported.
Platform vouchers
Three kinds of vouchers exist:
| Type | What it is |
|---|---|
| Gift voucher | Bought by one customer for another |
| Promo voucher | A promotional code/campaign discount |
| Refund voucher / credit | Issued by the platform as a refund or goodwill credit |
Enter the code in the promo/voucher field at checkout; the value applies before payment. Vouchers have an expiry date — use them before they lapse. Full detail: Payment Methods and Gift Vouchers.
Cancellations (cross-marketplace summary)
| Type | When you can cancel | Refund |
|---|---|---|
| Restaurant / Shop order | Before the partner starts preparing (self-service window) | Full refund; partial if one item is removed |
| Hotel / Rental / Services booking | Per the partner's cancellation policy shown at booking | Varies by policy |
| Second-hand purchase | Before dispatch | Full refund |
Online refunds return to your original method (card: ~3–5 business days; MoMo: ~24–48 hours — placeholder timelines). Full detail: Cancellations and Refunds.
Reviews and ratings
After a completed order or booking you can leave a star rating and an optional comment. Reviews appear on the partner's public profile and help other customers choose. Partners can see and are rated on these — see the partner-side Ratings and Reviews guide.