We Are Here To Assist You
Whether you are a customer ordering groceries, a merchant managing stock, or a delivery partner executing assignments, our support channels are active 7 days a week.
Customer Assistance
Queries regarding live orders, store pickups, refunds, and cart issues.
Support email coming soon
Order & fulfillment hours: 08:00 AM – 10:00 PM
Merchant Desk
Support for shop onboarding, KYC document upload, Khata queries, and payouts.
Merchant contact coming soon
Merchant support hours: 09:00 AM – 07:00 PM
Delivery Fleet Help
Live route support, pickup verification assistance, and payout settlements.
Fleet contact coming soon
Fleet support hours: 07:00 AM – 10:00 PM
Statutory Grievance Redressal Mechanism
In compliance with Consumer Protection (E-Commerce) Rules and Information Technology Intermediary Guidelines:
Frequently Asked Questions
Quick answers to common questions across the four platform portals.
How does customer checkout work with local stores?
Zepsmart follows a single-shop cart model to ensure your order is sourced directly and freshly from one local merchant. When you checkout, your items are reserved atomically in the database to prevent overselling. You receive real-time order tracking and either an OTP for delivery handoff or a 6-digit pickup verification code.
How do merchants get approved and receive settlements?
Merchants apply through the Shop Application Portal by providing their business address and uploading private documents (GSTIN, FSSAI certificate). Once approved by Platform Admin, the shop is activated. Settlements are batched transparently, and payouts are tracked with bank-verified UTR reference numbers in the merchant's Settlements tab.
How does the dual-handshake OTP work for delivery partners?
To protect both the shop and the delivery partner, when the rider arrives at the shop, the merchant provides a 6-digit pickup code that the rider verifies. Once the order reaches the customer's door, the customer shares a delivery OTP sent to their mobile phone. Once verified, the order is marked complete, and payment reconciliation triggers automatically.
Can I access all 4 portals with one login?
Yes. Zepsmart uses unified mobile OTP authentication. If your account holds multiple roles (e.g. you are an owner who also shops), the system recognizes your permissions and allows you to seamlessly switch between your authorized portals.