Help for shops
Support for the Patride for Shops app — signing in, getting approved, taking orders, and getting paid.
Something wrong with an order right now?
Use the Help button on the order itself in the app. It reaches someone with that order already in front of them, which no email can. For anything else, write to shops@patride.com from the address on your account — it tells us which shop you are without you having to explain.
Getting started
- Register your shop. Its name, a number customers can reach you on, what you sell, and where you trade from. Stand in the shop when you set the pin — deliveries are priced from it and riders are sent to it.
- Send your documents. Photograph each one in daylight with the whole document in frame.
- Tell us where to pay you. The account your earnings are sent to.
- Accept the vendor agreement. What the platform charges, when you are paid, and what you are responsible for.
- Wait for the check. Usually within a working day.
Questions
I did not get my sign-in code.
Codes go to the email or number the account was opened with, and they expire after five minutes. If one has not arrived after a minute, wait rather than requesting another — repeated requests are rate limited per address, so asking again makes the wait longer. Check spam once. If nothing arrives, write to shops@patride.com from the address on the account.
How long does approval take?
A reviewer checks your documents by hand, usually within a working day. You can use the app while you wait — nothing you do is lost — but customers cannot see your shop until the check is done. The checklist on the home screen shows exactly what is still outstanding.
Which documents do I need?
An identity document, your business registration, and a photo of yourself so we can check the person sending the documents is the person on them. If you sell cooking gas you also need your LPG handling certificate. Nothing else — a restaurant is never asked for a gas certificate, and no shop is asked for a document its trade does not require.
A document was rejected.
The reason is shown on the document itself in the app, in the reviewer’s own words. Most rejections are a photo too dark or too cropped to read. Retake it in daylight with the whole document in frame and send it again; there is no limit on attempts.
Orders are not arriving.
Check three things in order. Your shop must be Open — the switch is at the top of the Orders screen. Your stock must not be zero, because a sold-out item is hidden from customers. And your shop must be approved. If all three are right and it is still quiet, it is genuinely quiet.
I accepted an order by mistake.
Step back with the link under the order — "Back to it" returns it to the previous stage. If you cannot fulfil it at all, use "Can’t fulfil" and give the reason. Saying why matters: it is how a stockout is told apart from a closed shop, and it protects your rating.
When do I get paid, and how much?
Every completed order appears on your statement with its reference and what you earned on it — the price of your goods less the platform’s service fee. Delivery is not yours and is not in that figure. Money is sent to the payout account on your profile on your market’s settlement schedule.
Earnings says you have nowhere to send my money.
You have not added a payout account yet — Shop, then Payout account. Changing it needs a one-time code sent to you, because it is where your money goes. Check every digit: a transfer to a wrong account cannot always be recovered, and a name that does not match the account is the commonest reason one is returned.
How do I add someone who works here?
Shop, then Staff. Give them the shop code shown there. They enter it in their own app and you approve them — holding the code is not enough on its own. Staff can work the orders. Only the owner sees the money.
I lost the phone I was signed in on.
Shop, then scroll to the bottom, then "Sign out everywhere". That ends every session on the account including the one you are using, so sign back in afterwards. Do this before anything else if a shop phone or tablet has gone.
I want to close my shop, or delete my account.
Closing to new orders is the switch on the Orders screen and is reversible at any time. To leave the platform or have your account deleted, write to shops@patride.com from the address on the account. Money already owed to you is settled either way.
Still stuck
Write to shops@patride.com. If it is about your personal data, or you want a copy of it, the privacy policy says how — and the contact page lists every other address.