HELP / FAQs

Help & FAQ for MESA

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General Questions

Answers to all your questions.

General Questions

  1. What is MESA?
    MESA is a platform that connects customers with errand personnel to purchase goods from local markets and deliver them to your doorstep.

  2. How does MESA work?
    Customers place orders online, and our errand personnel handle purchasing the items and delivering them.

  3. Which areas does MESA serve?
    Currently, MESA serves areas in and around the Greater Accra region in Ghana.

  4. Is MESA available on mobile?
    Yes, MESA is accessible via mobile browsers, and a dedicated app is under development.

  5. How do I create an account on MESA?
     – Click on the “Account” on the menu.
    -Click on “My Account” from the dropdown menu. You will be directed to the login and register page.
    – Under the Register section, select “I am a customer”.
    provide your email, password, phone number, and other details, and follow the instructions.
    Do not forget your password.

Ordering and Billing

Answers to all your questions.

Ordering and Billing

 

    1. How do I place an order?
      – Click on Menu
      – Click on Market List
      – Select the market close to you. (preferable, not more than 8km for faster delivery)
      – Browse products, add them to your cart, and proceed to checkout to place your order.

    2. Can I order from multiple markets in one transaction?
      It won’t be advisable to purchase from different market places. you will have to pay extra delivery fee from the market far from you.

    3. What payment methods does MESA accept?
      MESA accepts mobile money, debit/credit cards, and cash on delivery for total less than Gh200

    4. How is the billing calculated?
      Billing includes the subtotal (cost of items), errands fee, Momo Charges, and delivery charges if applicable. If your location from the market is less than 8Km then delivery is free. You will have to pay for extra Gh15 for every 1km – 8km more.

    5. What is the errands fee?
      A flat fee of GH₵38 is charged for every order to cover service costs.

    6. Is delivery free?
      Delivery is free for locations within 1-8 Km. Beyond that range, charges apply.

    7. Can I see the breakdown of charges before paying?
      Yes, the complete breakdown is visible on the checkout page.

    8. Can I cancel my order after placing it?
      You can cancel within 10 minutes of placing the order. Contact support if needed.

    9. What happens if I’m not available during delivery?
      Our delivery team will attempt to contact you. If unsuccessful, your order will be returned, and a restocking fee may apply.

    10. Is VAT included in the total price?
      No, VAT is paid by MESA. We take care of that to give you a soft life.

Products and Services

Answers to all your questions.

Products and Services

  1. What kinds of products can I order?
    You can order groceries, fresh produce (fruits and vegetables), cold store products (meat, fish etc), household essentials, and more.

  2. Can I request items not listed on the platform?
    Yes, use the “Custom Request” feature to describe the items, and we’ll try to source them.

  3. Are all products fresh and authentic?
    Yes, we source only from trusted vendors to ensure quality and freshness.

  4. Can I schedule deliveries?
    Yes, during checkout, you can leave a note to select a preferred delivery time. You can also call after checkout to schedule the delivery time.

  5. Does MESA provide same-day delivery?
    Yes, same-day delivery is available for orders placed before 8 AM.

  6. Are there any weight or size limits for orders?
    Yes, orders exceeding 50 Kg may incur extra handling charges.

  7. Can I track my order?
    Yes, you can track your order status in real-time through your dashboard.

  8. Does MESA sell bulk items?
    Yes, bulk purchases are supported for select products.

  9. Are discounts available for frequent users?
    Yes, registered users can earn loyalty points and discounts.

  10. What should I do if an item is unavailable?
    Our errand personnel will contact you to offer substitutes or remove the item from your bill.

 

Delivery

Answers to all your questions.

Delivery

  1. How long does delivery take?
    Delivery typically takes 1-2 hours for locations within 8 Km.

  2. Who delivers my order?
    MESA representatives or partnered delivery services handle deliveries.

  3. Can I change my delivery address after placing an order?
    Yes, but changes must be made within 30 minutes of placing the order.

  4. What are the delivery charges for distances beyond 8 Km?
    Bike delivery is Free within 8km of your selected market. For distances beyond 8km, You will pay extra Gh10 for every 5km on delivery. Deliveries done with “Car” due to load size, will pay extra calculated cost on delivery. 

  5. Can I request my own pickup at the market?
    Yes, all you have to do is call the MESA contact center (055 025 1006 / 057 404 7522) and our team will ensure safety protocols.

 

Account and Support

Answers to all your questions.

Account and Support

  1. How do I reset my password?
    Click “Forgot Password” on the login page and follow the instructions.

  2. Can I delete my account?
    Yes, contact support to request account deletion.

  3. How do I update my personal information?
    Log in to your account and go to the “Profile” section to update your details.

  4. What should I do if I encounter a problem with my order?
    Contact our support team immediately via chat or phone.

  5. Does MESA have a customer service hotline?
    Yes, you can reach us at [055 025 1006].

  6. Can I leave feedback for my delivery experience?
    Yes, rate and review your delivery through your account dashboard.

  7. How do I report an issue with an item?
    Use the “Report Issue” option in your order history to file a complaint.

  8. Can I become a MESA errand personnel?
    Yes, call the support number to apply. Vetting is Mandatory.

  9. How do I contact support?
    You can reach us via email, phone, or live chat on our website.

    • Phone: 055 025 1006
    • Email: contact.mesagh@gmail.com

  10. What languages does support offer?
    Support is available in English, Ga and Akan.

Policies and Procedures

Answers to all your questions.

Policies and Procedures

  1. What is MESA’s return policy?
    Returns are accepted within 24 hours for valid reasons such as rotten or incorrect items.

  2. Are refunds available?
    Yes, refunds are processed within 7 business days after approval.

  3. Does MESA have a minimum order amount?
    Yes, the minimum order amount is GH₵100.

  4. What happens if my order is delayed?
    We will notify you and work to resolve the delay promptly.

  5. Can I tip the errand personnel?
    Yes, tipping is optional and can be done via mobile money to 055 025 1006 input reference as “Tip”.

  6. Is my personal information secure?
    Yes, we use advanced encryption to protect your data.

  7. Can I pause my account?
    Yes, contact support to temporarily deactivate your account.

  8. What are MESA’s operating hours?
    We operate from 6 AM to 5 PM daily.

  9. Are there extra charges for peak hours?
    No, our charges remain the same throughout the day.

  10. Can I pre-order items for future delivery?
    Yes, use the “Pre-Order” feature to schedule deliveries for a later date.

Say Hello.

We would love to hear from you. Ask all the questions and we will gladly answer you.

  • 3rd Link, Spintex Road
  • contact.mesagh@gmail.com
  • 055 025 1006
  • 057 404 7522

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