Frequently Asked Questions (FAQ) About GoStore

GoStore Registration
1. What is the difference between GoStore and Marketplace?
2. How to register a GoStore?
3. How to create a GoStore domain?
4. How do I change my GoStore domain?
5. What are the requirements for adding products to the GoStore?
6. What types of goods can and cannot be sold on the GoStore?

GoStore Outlet
1. How to add GoStore outlets?
2. How to disable GoStore outlets?

GoStore Transaction and Order 
1. How to view transactions and accept GoStore orders?
2. What delivery services are available on the GoStore?
3. How to make a pick-up request?
4. Why is there no courier available to pick up customer orders? 
5. How to track an order?
6. How to view customer list information?

Refund, Product Return, and (Settlement)
1. Refund, Product Return, and (Settlement)
2. How long does it take to disburse funds to a merchant account?

GoStore Promo
1. Why can't customers use GoPay Cashback and Free Shipping promos?

 

GoStore Registration

  1. What is the difference between GoStore and Marketplace?
    You can see the difference in the following poster.

  2. How to register a GoStore?
    Register Moka by clicking Coba Sekarang. If you have already registered for Moka, you can go to the Moka backoffice, select ONLINE STORE and click GoStore to activate your GoStore by setting a domain.

  3. How to create a GoStore domain?
    You can set up a GoStore domain first through the Moka backoffice when you first register for a GoStore according to the guide on How to Set Up a GoStore Website.

  4. How do I change my GoStore domain?
    Sorry, the domain name itself cannot be changed once it is set.

  5. What are the requirements for adding products to the GoStore?
    You can upload your products through the Moka backoffice. In order to be integrated with the website, please ensure that all online attributes are completed and product uploads are carried out via a laptop or PC. For more details, you can follow the guide in the article How to Input GoStore Products.

  6. What types of goods can and cannot be sold on the GoStore?
    GoStore prohibits the sale of goods in the form of alcohol, cigarette products, adult products, contraceptives, drug products that are not registered with BPOM and PIRT, goods that do not have a physical form, and other goods referring to the Terms and Conditions page in the GoStore section no. 12 concerning Types of Goods.

GoStore Outlet

  1. How to add GoStore outlets?
    Before you can add GoStore outlets, you need to add outlets to your Moka. You can learn how to do this in the article on How to Create an Outlet.

  2. How to disable GoStore outlets?
    Your outlet can be disabled by sliding the Online Store toggle to OFF. Read the full steps in the article How to Deactivate GoStore Outlets.

GoStore Transaction and Order 

  1. How to view transactions and accept GoStore orders?
    You can view transactions through the Online Order menu in the Moka application. Processing GoStore orders can be done using the Android-based Moka application and has activated the push notification feature according to the guidelines in the article Managing GoStore Orders Through the Moka Application
    To be able to process GoStore orders do the following:
    • Make sure to periodically check your Moka POS application to monitor new orders entering the GoStore store. The Moka application will automatically log-out and you cannot receive GoStore notifications if you do not log-in for 7 consecutive days.
    • If there is a new order that comes in, make sure you receive the order within a maximum of 24 hours so that the order can be shipped the next day.

  2. What delivery services are available on the GoStore?
    You can send orders via GoSend (Same Day and Instant) and also via other national expeditions on the Regular option, namely JNE, JNT, Ninja Express and Sicepat.

  3. How to make a pick-up request?
    You have a time limit of 24 hours to make a pick-up request for GoSend shipments and 48 hours for national expeditions (Regular). Before sending an order, make sure the package of items to be sent is complete before being picked up by a logistics courier. For national expeditions, make sure you attach Shipping ID to the package. A logistics courier will pick up the items on the same day, if you make a pick-up request a maximum of 15.00. Especially for Saturdays, Sundays, and other National Holidays, the delivery system will automatically extend the duration of receiving orders and picking up items. Refer to the table on this article to understand the pickup request and time expiration.


  4.  Why is there no courier available to pick up customer orders?
    The pick-up process will be carried out by GoSend couriers in a maximum of 30 minutes, GoSend sameday in a maximum of 4 hours. For delivery services using JNE/JNT/Sicepat/Ninja Ekspress couriers, if the pickup request is made before 15.00, the items will be picked up on the same day latest at 21.00. If the pickup request is made after 15.00 then the item will be picked up the next day latest at 21.00.
    If you don't get a courier then you can contact CS Moka.

  5. How to track an order?
    You can view the order status in your Moka application in the Online Order menu. For orders that are 'Completed' and exceed 7 (seven) days, you can look through the Moka Back Office in the Reports section and select Transaction. Your customers can also view their purchased orders via an automated e-mail that is sent to the customer's e-mail.

  6. How to view customer list information?
    You can view the list of customers in Moka's Backoffice in the CUSTOMERS section. A complete guide to viewing, importing and tips on using customer information can be found in the article on How to Manage Customer Information.

Refund, Product Return, and (Settlement)

  1. How is the process of refund (refund) and return of goods?
    Refunds occur when the order is rejected by the merchant. For refund using the payment method:
      • GoPay will be processed 1-3 working days from the time the buyer receives the cancellation e-mail.
      • Credit cards will be processed 7-14 working days from the time the buyer receives the cancellation e-mail.
      • Debit cards and international credit cards will be processed in 30 - 60 working days.
      • Bank transfers will be processed 2-3 working days from the time the customer fills out the refund form which can be seen in the order cancellation email received by the customer.

  2. How long does it take to disburse funds to a merchant account?
    Disbursement of funds to GoStore merchant partners is carried out within 2-3 working days after the item is received by the buyer. Funds will be forwarded to the account number registered to your Moka account. Please make sure that your bank account is correct.

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GoStore Promo

  1. Why can't customers use GoPay Cashback and Free Shipping promos?
    Each promo has a limited quota which is reset according to the promo period. You are also advised to read the terms and conditions of the promo carefully and periodically to find out the Terms and Conditions of the Cashback Promo and Free Shipping which is sent to merchant's e-mail.
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