Buyer FAQs

ORDER PROCESS

1. What is Marketa’s Ordering Process?

Marketa.PH has been updated to perform 3 types of Order Process. The first type is where the order is fulfilled by Marketa Delivery Team to the customer’s shipping address. The second type is where the order will be pick up by the customer on the merchant’s location. The third type is where the merchant fulfills the delivery with their own logistics team.

Below is a step by step flow as to how Marketa process your order depending on the order type:

A. Marketa Delivery – This is where the delivery will be performed by Marketa Delivery Personnel.



StepDescriptionOrder StatusExpected Completion Time
1Customer shops in Marketa, makes a payment then performs checkout.At this stage, Marketa sends a “Thank you for your order” email. For orders using Over the Counter payments (i.e. 7-eleven), Marketa awaits for your payment before a “Thank you for your order” email is sent.Less than an hour.
2Marketa notifies the merchant of your order. Merchant may either cancel or confirm the order.
  • If the merchant cancelled the order, you would receive “Merchant has cancelled your Order” email. Indicated on the email is the reason for cancel and your refund to your Marketa Wallet.
  • If the merchant confirms the order, you would receive “Merchant confirms your order” email. Indicated in the email will be the estimated time that you would receive your order.
  • It would take approx. 2-6 working days for the merchant to either cancel or confirm the order.
    3Marketa Delivery Personnel Picks up the Order from the Merchant.Once our rider has picked up the order from the merchant, you would receive “Your Marketa order is on its way” email. It would take 1-2 working days for Marketa to complete this process.
    4Marketa Delivery Personnel has delivered the order and was received.Our rider has confirmed that order was shipped and the item was received. You would receive “Your Marketa order has arrived” email.
  • For Metro Manila -Once the order has been picked up from the merchant, it would take less than 1 working day to complete this process.
  • For outside Metro manila, it would take around 3-5 working days to complete this process.
  • B. Customer Pick up – This is where you have chosen to pick up the order from the merchant’s pick up location.

    StepDescriptionOrder StatusExpected Completion Time
    1Customer shops in Marketa, selects Customer Pick Up , selects the pickup location and date of pick up, makes a payment then performs checkout.At this stage, Marketa sends a “Thank you for your order” email. For orders using Over the Counter payments (i.e. 7-eleven), Marketa awaits for your payment before a “Thank you for your order” email is sent.Less than an hour.
    2Marketa notifies the merchant of your order. Merchant may either cancel or confirm the order.
  • If the merchant cancelled the order, you would receive “Merchant has cancelled your Order” email. Indicated on the email is the reason for cancel and your refund to your Marketa Wallet.
  • If the merchant confirms the order, you would receive “Merchant confirms your order” email. Indicated is the time you would pick up the item and your “Marketa Code.”
  • It would take approx. 2-6 working days for the merchant to either cancel or confirm the order.
    3Customer goes to the Merchant’s pick up location and receives the item.You or your authorized personnel has picked up the goods, and have provided the Marketa Code to the merchant. Merchant redeems the Marketa Code. You would receive “Your Marketa order has arrived” email. Once you are in the pick up location, it should take less than 30 mins to receive the order.

    C. Merchant Delivery – This is where the delivery will be performed by Merchant Delivery or Courier Partner.

    StepDescriptionOrder StatusExpected Completion Time
    1Customer shops in Marketa, makes a payment then performs checkout. At this stage, Marketa sends a “Thank you for your order” email. For orders using Over the Counter payments (i.e. 7-eleven), Marketa awaits for your payment before a “Thank you for your order” email is sent.Less than an hour.
    2Marketa notifies the merchant of your order. Merchant may either cancel or confirm the order.
  • If the merchant cancels the order, you would receive “Merchant has cancelled your Order” email. Indicated on the email is the reason for cancel and your refund to your Marketa Wallet.
  • If the merchant confirms the order, you would receive “Merchant confirms your order” email. Indicated in the email will be the estimated time that you would receive your order, the name of the delivery personnel or courier (i.e. LBC, Air21, Xend) that would deliver the item
  • It would take approx. 2-6 working days for the merchant to either cancel or confirm the order.
    3Merchant‘s Delivery Personnel has delivered the order and was received.Merchant’s Delivery personnel will provide you with the goods. Once you are satisfied, you can give the Marketa Code to the Merchant directly or to the delivery personnel. Merchant redeems the Marketa Code. You would receive “Your Marketa order has arrived” email. This process may take between 1-20 working days depending on the merchant’s estimated delivery commitment time.


    2. How do I track my order?

    Marketa will be sending you updates via email. If your order basket comes from different merchants, we will give you status update for every merchant related order. Please wait for the order status update on your email.


    3. Can I directly communicate with the merchant?

    ● Yes, you can communicate with the merchant, especially if you choose to pick up the item on the merchant’s location or the merchant has confirmed that they will deliver the product directly using their own logistics service.

    ● We also highly encourage that all concerns and queries shall be emailed or communicated also to Marketa. We shall coordinate with them on your behalf and contact you as soon as we receive feedback.



    PAYMENT and MARKETA CODE



    1. What are the payment method that Marketa accepts?

    • ● Marketa Credits (via your Marketa Wallet)
    • ● 7-Eleven (over 2000 branches nationwide)
    • ● Bancnet ATM Cards
    • ● Gcash
    • ● Dragonpay
    • ● Credit card (Soon)

    2. Do you do Cash on Delivery?

    We support Cash on Delivery. The conditions of Cash on Delivery are as follows:

    • ● Shipping location should be within Metro manila only.
    • ● When shopping with multiple merchants, you should have chosen Home Delivery for all Order Types.


    3. Do Marketa charges for taxes, VAT or any other extra fees?

    • ● Marketa only charges for the Total Purchase Price and the Shipping rate. The VAT is already inclusive of the purchase price that you are paying the merchant.
    • ● Marketa charges a shipping fee for deliveries made to your shipping address. The shipping fee will depend on the weight or volumetric weight of your purchase.

    4. How do I know payment was processed successfully?

    • ● If you choose Marketa Credits, Paypal, Bancnet ATM, Gcash and Credit Card payment method, a “Thank you email notification” with the summary of your order will be sent to the email address immediately.
    • ● If you chose Over the Counter payment options (i.e. 7-eleven or Dragonpay), Marketa will send the “Thank you email notification” after we have successfully validated your payment with the payment channel. Below are the expected cut-off times of each payment method.
      • o 7Eleven – After you make a payment via 7-Eleven, you should get a “Thank you email” from Marketa after 20 minutes.
      • o Dragonpay – depending on the loading channel you choose, you should get a “Thank you email” from Marketa within 24 to 48 hours from your payment.
    • ● If you did not receive any email (after successful payment) contact support@marketa.ph so we can check and verify your payment.

    5. How do I know my payment is secure?

    When you checkout and pay inside Marketa, we redirect your payment to our PCI-DSS Certified Payment Partner, Paynamics. Paynamics ensures that all your payment data are kept safe and secure. In addition, during the checkout process, we process your transaction via 256 BIT SSL/TLS. This ensures that all your information is encrypted from your browser up to our transactional servers.


    6. What is Marketa Code?

    Marketa Code is a secure token given by Marketa to the buyer once he/she has chosen Customer Pickup or the Merchant has chosen to do the delivery by themselves. Below is a brief description of Marketa Code:

    • ● Buyer should only provide the Marketa Code to the Merchant once it is completely satisfied with the goods that it has received.
    • ● The Marketa Code has a 30 day expiry . If the Marketa Code was not given to the Merchant, the funds that were withheld will automatically be credited back to the buyer’s Marketa wallet.

    7. What is Marketa’s Buyer (Escrow) protection? How does this work?

    Marketa Code is a secure token given by Marketa to the buyer once he/she has chosen Customer Pickup or the Merchant has chosen to do the delivery by themselves. Below is a brief description of Marketa Code:

    • ● Marketa Buyer (escrow) protection means, Marketa accepts your payment and holds the payment on your behalf until you have received the goods from our merchant.
    • ● For orders that are picked up or will be fulfilled via Merchant’s Delivery personnel, Marketa provides you with a Marketa Code. The Marketa Code is your security that your orders will be received in good condition or as described by the merchant.
    • ● We will only release payment to the merchant if no valid return is initiated from your end within a period of seven (7) days from the date the order is fulfilled.
    • ● If you did not receive the goods, Marketa will return the funds it withheld back to your Marketa wallet in a form of Marketa Credits. You can then use your Marketa Credits to purchase again from other Marketa Merchants.

    8. What are the limits of the Marketa’s Escrow protection?

    As a managed marketplace, Marketa also provides protection for the Merchant to avoid potential abuse of the Marketa escrow system. Below are the following cases that the escrow can be released in favor of the Merchant.

    • ● Merchant has delivered the item (including undisputable proof that the item was indeed received by the Buyer), but the buyer has failed to provide Marketa Code to the Merchant.
    • ● Buyer has deliberately missed the pick up date (“No Show”) that has been chosen during the initial order.


    SHIPPING and DELIVERY


    1. Where does Marketa Deliver?

    • ● For now, Marketa delivers only within the Philippines.
    • ● Marketa accepts orders from abroad for delivery to a beneficiary address in the Philippines.

    2. Who will take care of shipping and logistics?

    Marketa has now updated its order process to accommodate the following forms of delivery.

    • ● Marketa Delivery– Marketa or its Logistics partner takes care of logistics and shipping. We pick up the packed goods from the merchant’s pickup point and deliver them to you.
    • ● Merchant Delivery– Merchant’s own logistics will deliver the goods to your doorstep.
    • ● Customer Pickups – you can pick up the goods from the merchant’s store location.

    3. How long does shipping take?

    Orders typically ship within 2-5 working days for Metro Manila and 6-15 working days for outside Metro Manila. Shipping period may vary depending on the type of Delivery.

    Type of DeliveryCoverageEstimate Shipping Time
    Marketa Delivery
  • Outside Metro Manila
  • Within Metro Manila
  • 6-15 working days depending on Shipping Location.
  • 2-5 working days
  • Customer Pick UpMerchant will indicate their pick up locations.N/A
    Merchant DeliveryCity, Provincial or Nationwide, Dependent on Merchant’s Delivery Disclosure6-20 working days.


    4. How much does the shipping cost?

    Marketa applies a uniform rate of shipping cost across all purchases (i.e. via Marketa Delivery or Merchant Delivery). Please take note there is no shipping charges for Customer Pick Ups.

    Shipping cost is based on per merchant level (which means if you order from more than 1 merchant, an individual shipping charge will be quoted) and the weight of the item.

    Please see below our shipping charges for Marketa Delivery:

    a. Merchant and Buyer Location is in Metro Manila


    Box SizeDimension (cm)Weight (Kg)Rate (PHP)
    XS36 x 26 x 11390
    Php 22.00 per additional kilogram.

    b. Merchant is in Metro Manila and Buyer is in Luzon Area.

    Box SizeDimension (cm)Dimension (cm)Rate (PHP)
    XS36 x 26 x 113366
    S36 x 26 x 175440
    M48 x 28 x 2010700
    L54 x 48 x 30201735
    Php 70.00 per additional kilogram.

    c. Merchant is in Metro Manila and Buyer is in Visayas Area.

    Box SizeDimension (cm)Dimension (cm)Rate (PHP)
    XS3376
    S36 x 26 x 175460
    M48 x 28 x 2010732
    L54 x 48 x 30201766
    Php 72.00 per additional kilogram.

    d. Merchant is in Metro Manila and Buyer is in Mindanao Area.

    Box SizeDimension (cm)Dimension (cm)Rate (PHP)
    XS36 x 26 x 113387
    S36 x 26 x 175480
    M48 x 28 x 2010763
    L54 x 48 x 30201797
    Php 74.00 per additional kilogram.

    It is also possible to Order from Merchants outside of Metro Manila. For this, Merchant’s Delivery Personnel will fulfill the order. The shipping cost will vary depending on the Buyer’s shipping location and the weight of the item. Shipping costs are standardized across different locations.


    5. Where does my order come from?

    Your order comes directly from the Merchant. Marketa applies the drop ship model (which means Marketa does not hold inventory).


    6. If the Merchant will be using its’ own logistics for delivery, how fast is the delivery time?

    • ● This depends on the merchant’s terms and condition.
    • ● If merchant will use its own logistics, Marketa will obtain from Merchant the estimated delivery time and inform the buyer.

    7. How will I know the shipping fee applied to my area?

    • ● Your shipping fee will be automatically computed basing on your location, merchant’s location, and size/weight of the product.
    • ● During checkout, Marketa’s shipping calculator will provide the exact rate to be charged.

    8. Will my items be insured?

    • ● For Marketa Delivery, it is the option of the merchant to declare the insurance value. For merchants who opts to avail of this service, a separate insurance charge will be deducted from the Merchant’s Marketa Wallet.
    • ● For Merchant Delivery, this is covered by the Merchant.

    9. I never received my package, what do I do next?

      o For Marketa Delivery, please see the following process:

    • ● Kindly check your inbox first for the order status.
    • ● If it is in transit and it has been more than 120 working hours since the “Order is on Transit notification”, please email the Order Number to support@marketa.ph to so we can check on it.
    • o For Merchant deliveries, you may contact the Marketa or the Merchant to do a follow up.


    RETURNS, EXCHANGE AND CANCELLATIONS


    1. Who will facilitate Returns, Exchanges and Refunds?

    Marketa will facilitate all returns, disputes and refunds. We actively screen our merchants, aim to provide the most competitive prices and secure delivery. You may reach us through the following channels:
    • ● Chat (go to Marketa.PH)
    • ● Email: support@marketa.ph

    2. How do I Return a product?

    Marketa wants you to be fully satisfied with your purchase, and we provide up to seven (7) days to return an item (applicable only to non-food). Below are the steps:

    Step 1 : Marketa must be notified via email at support@marketa.ph within seven (7) calendar days upon delivery of the item. To file for a return, below are the required data that you need to fill up:

    • ● Subject: Marketa Return (Order Number)
    • ● Order Number / Airway Bill number that you wish to Return
    • ● Item that you wish to return
    • ● Reason for the Return

    Step 2 : Wait for a call from Marketa to assess and investigate the return. Once the call is completed, Marketa will advise you were to ship the item.

    Step 3 : Once the item is shipped and received, kindly wait up to 30 calendar days for Marketa to make the final assessment and validity of the return. If the return is accepted and valid, Marketa will credit your Marketa Wallet or Ship out an item for exchange.

    Please take note. All decisions on exchange, refunds and returns are subject to Marketa’s discretion.


    3. Can I request to exchange an Item?

    Marketa only allows the item to be exchanged under the following conditions:

    ● An exchange can be made if an erroneous product, variant, or pack size was delivered. Exchange will be accepted, provided a request is made via email to support@marketa.ph within seven (7) days from delivery or within expiration date (whichever is earlier) for unused/unconsumed products with packaging intact.

    ● Aside from erroneous product, below are the other reasons that will qualify for an exchange:

    • o Item is damaged or has factory defect.
    • o Wrong item
    • o Missing parts

    4. Can I cancel orders?

    Order cancellation will only be accommodated under the following circumstances:

    • ● Orders that have not been confirmed by the merchant.

    Please take note that Marketa does not allow cancellation due to “change of mind”. If the order was already processed, you will be covered under Marketa’s Return Policy.


    5. Can a seller cancel my order? And under what circumstances may this happen?

    A seller may cancel an order (although this happen very seldom) under the following circumstances:

    • ● The item is out of stock.
    • ● The item is perishable and the shipping address was found risky by the seller for the goods to be shipped.

    6. Who will shoulder the expenses for returns and exchanges?

    • ● For returns and exchange that are due to merchant’s fault or negligence, the merchant shall shoulder all shipping and other related expenses, subject to Marketa’s approval.
    • ● For return refund and exchange that are due to courier’s fault or negligence, courier shall answer all shipping and other related expenses, subject to Marketa’s approval.

    7. If the Order was cancelled (either initiated by you or by the Merchant) or the Item was returned, how will I get my refund?

    Marketa will credit your Marketa Wallet with the equivalent Marketa Credits. (Php 1 = 1 Marketa Credit)



    Account Management


    1. How do I Register or Create an Account?

    There are several ways to create a Marketa Account. Please see below:


    2. I forgot my password, what do I do?

    Go to: https://marketa.ph/user/login. At the bottom of the log-in window, you may click on “Forgot Password?”

    3. How do I know how much is my Marketa Wallet Balance?

    Log in into your account. Your wallet balance will be shown in the dashboard.


    4. How do I use my Marketa Wallet to pay?

    Below are the step by step:

    • a) Kindly Log in to your account. https://marketa.ph/user/login
    • b) During checkout, click “Marketa Wallet” as your payment method.
    • c) Confirm your order.
    • d) Done.

    5. How do I make my Marketa Shopping Experience better?

    Below are the following suggestions to make this happen:

    • ● Before shopping, kindly register and log in first into your Marketa Account. This option will allow you checkout easily. Marketa remembers your last shipping address so there is no need to fill this out.
    • ● Stay tune to our Email Newsletter and Social Media Post for the latest promos and updates.
    • ● Read carefully our promo mechanics to maximize your savings.
    • ● Participate in our Ratings System (Marketa Grado). The more you share your shopping experience with a merchant, other buyers will be more informed what to expect.
    • ● Read carefully the merchant’s product description to avoid issues.
    • ● Top up your Marketa Wallet (coming soon) to enjoy truly 1 click checkout experience.

    6. I have more questions, who can I contact to address queries?

    You can reach us at


    7. When is your customer support available?

    You may send us your queries anytime and we shall get back to you at the soonest possible time. Currently, our customer service representatives are available from Monday to Friday, 9am to 5pm.


    8. How do I get to know more about the Marketa community?

    Please check us out at: