Wakilni FAQ

Important things to know

Please review our terms and conditions document, which you received at on boarding,
and let us know if you require any clarification!

Working hours

Wakilni’s back-office working hours are:
Monday to Saturday 8am till 5pm.
If you reach us outside the working hours, we will do our best to answer you, but otherwise the team will get back to you the following morning.

WhatsApp Support

Please allow the team between 20 to 30 minutes to answer your messages over WhatsApp. It usually takes us less time to get back to you!
When messaging, and especially when the message includes details about the orders, please avoid sending out long (and several) voice notes to avoid any missed details. It is preferable that you text message instead, or keep the voice messages concise.

Accounting & Cashboxes

You may choose one of the below 3 subscription plans for receiving your customers' cash: Once a week, Once every two weeks or once a month

You will be asked to sign a receipt upon receiving your cash box. Please make sure to count the received amount on the spot. Wakilni will not be liable for any raised issues after receiving the signed copy of the receipt.
Your cashbox includes all the collected amounts for orders delivered, excluding the last 3 working days for auditing purposes.
Cash boxes are issued based on the set schedule. If you require your cash box ahead of time, kindly inform us over your support whatsapp group and we will provide you with the earliest dispatch date. An additional fee applies.
In case your scheduled cashbox falls on a holiday, you will receive it on the next due date.
Delivery charges are discounted from your cash box. Alternatively, you may specify that you prefer to make the payment separately. VAT applies.
Wakilni issues monthly bills between the 1st and 10th. We accept payments by cash only.
If you require your customers to only pay in a certain currency, kindly inform us and make sure your customers are well informed of such. Our drivers will do their best to abide by your instructions, and will refuse delivering an order if the customer insists on paying in another currency which would result in a failed delivery. Kindly ensure your customers are well informed in order to reduce the pressure on our drivers and avoid misunder- standings.
It is not the driver’s responsibility nor the accounting back office team to detect fake notes. In the event that a fake note is discovered following sale completion, it is your sole responsibility to follow up on compensation from your customer.
Kindly add a comment on the portal if your customer wants to pay by credit card when you place their order with us.
A 2.5% charge will apply to all orders regardless the amount to be charged. We accept Visa and MasterCard. We do not accept Amex cards.
Credit card payments are paid back to the store in the form of checks.
For queries related to accounting, please message us on the support whatsapp group and allow the accounting team 24 hours to get back to you.

Pickup Requests

Pick-up / Deliver by motorcycle: Place your request one day ahead. Same day pick-ups and deliveries by motorcycle shall be attended to based on availability.
Pick-up / Deliver by car: Place your request one day ahead. Pick-ups and deliveries will be scheduled based on availability.
If you think your items require a car, please mention it on the support group 24 hours ahead of time.

Other important Notes

Make sure to add delivery fees to your collection amount. Example:
- Your order is for 20$ & your delivery fee is 5$
- You are charging your client delivery fees
- The collection amount you specify should be 25$
When placing your order on the system, please make sure to keep the field “Delivery Payment Type” ”On Account”. If you change this field, additional fees would be collected to the collection amount.
Please avoid specifying time windows for deliveries outside Beirut as our drivers’ routes change on daily basis. Instead, please inform your customers that our driver will get in touch to coordinate the delivery time.
If your items are fragile, please package them properly to ensure safe delivery. We recommend using a minimum of bubble wrap and boxes. If you would like to use our bubble wrap service, we charge 0.5$ for unit items (20cmx20cmx20cm). Please do not use thin bags or craft paper bags for glassware as they may tear during transit. Make sure that your bags can support the weight of your package.
If you are delivering skincare products or other types of liquids with us, please note that (1) bottles should be securely closed, and bubble wrapped or placed in boxes to prevent spillage (2) the bags holding the bottles should be strong enough to handle the weight of the products and prevent damage during delivery (3) Extra fragile items such as palettes should be properly packaged with bubble wrapping. If you would like to use our bubble wrap service, we charge 0.5$ per item (20cmx20cmx20cm)
If you are delivering fresh products with us, please (1) ensure that packages are tightly sealed to prevent spillage (2) place jars in boxes and separate oily jars from non-oily jars (3) avoid placing heavy items in craft bags to prevent tearing (4) mark bags containing fresh items, both on the bag and in the system (5) if you have more than 15 orders per day, please provide ice buckets and cooler bags. These will be returned empty with each new pickup (6) If multiple packages need to be delivered to the same recipient, clearly label the outer packaging (e.g., numbered bags/boxes).
Please make sure to either place a waybill on your bag printed from the portal or to staple/stick a small note on the bag indicating your store’s name (if your bags are not branded) and your customer’s information

General Terms & Conditions

In the event of a complaint regarding the service provided, please contact us on [email protected] or on your dedicated whatsapp group. Please allow our team 24 hours to get back to you.
Deliveries are insured against loss, damages and theft. Compensation is determined depending on case by case basis and in coordination with the insurer. Insurance policies do not cover Baalbeck, Akkar and Hermel areas and Wakilni is not liable for the consequences of any incidents inflicted by third parties in those areas.
We do not handle cash collections exceeding $5,000 or the equivelant in LBP. We reserve the right to charge delay fees for delays met at any destination.
Our operators may contact you via Whatsapp for queries related to collections and exchange rates. Our drivers are instructed to wait up to 10 minutes at a customer's destination while you provide a response. In the event that a response is not received within this timeframe, the driver will apply Wakilni’s daily exchange rate.
We reserve the right to charge additional fees for telephone calls made to destinations & unknown addresses.
We do not handle prohibited or illegal items. It is your sole responsibility to ensure that items being sent do not contain any prohibited or illegal items.
You will be informed once a delivery order cannot be completed for any particular reason such as wrong address, no one available to receive the package, etc... Wakilni’s customer service agent shall await instructions from you on case by case basis.
In the event that your customer is not available at the time of delivery: The delivery charge still holds, on condition that Wakilni had previously contacted the customer and scheduled the delivery at the requested time. Wakilni will carry out a second attempt before returning the item free of charge on condition that the attempts are not frequent Additional trips are charged beyond that.
It is your responsibility to follow up on return orders, exchange and canceled items. Wakilni shall not be responsible for any claimed damages or missing items after 5 working days of their arrival to Wakilni’s offices.
Wakilni is not liable for orders after delivery. Kindly request from your customers to check their received orders and their condition upon delivery in the presence of the driver.
Please limit communication over whatsapp groups to text messages or voice notes under 30 seconds. Calls need to be prescheduled.
Wakilni updates are shared over the portal through a notification banner. Please keep an eye on our news to stay up to date.

Our Quality Policy

At Wakilni, we are dedicated to meeting the requirements of ISO 9001:2015 Quality Management System standard while prioritizing customer satisfaction and legal compliance. Our primary focus is to provide efficient and reliable e-commerce warehousing and delivery services, ensuring express pickup and delivery within agreed transit times. In the event of any service failures, we are committed to resolving issues promptly and professionally, maintaining the highest standards of customer service and satisfaction. Our quality management system serves as a framework to meet and exceed the needs and expectations of our valued customers. At Wakilni, we are committed to delivering exceptional services, building lasting relationships with our clients, and driving continuous improvement to remain the preferred partner for e-commerce fulfillment solutions. Aligned with our Focus Strategy of becoming the Provider of Choice, Employer of Choice, and Investment of Choice, we strive for excellence in every aspect of our operations. Our top management is fully dedicated to the continual improvement of our quality management system, fostering a culture of innovation and excellence throughout the organization. This quality policy will be regularly reviewed to ensure its ongoing suitability and effectiveness in guiding our operations. The management team fully endorses this policy and has communicated its importance to all personnel, ensuring their commitment to upholding our quality standards.

Wakilni’s back-office working hours are:
Monday to Saturday 8am till 5pm.
If you reach us outside the working hours, we will do our best to answer you, but otherwise the team will get back to you the following morning.

Please allow the team between 20 to 30 minutes to answer your messages over WhatsApp. It usually takes us less time to get back to you!
When messaging, and especially when the message includes details about the orders, please avoid sending out long (and several) voice notes to avoid any missed details. It is preferable that you text message instead, or keep the voice messages concise.

You may choose one of the below 3 subscription plans for receiving your customers' cash: Once a week, Once every two weeks or once a month

You will be asked to sign a receipt upon receiving your cash box. Please make sure to count the received amount on the spot. Wakilni will not be liable for any raised issues after receiving the signed copy of the receipt.
Your cashbox includes all the collected amounts for orders delivered, excluding the last 3 working days for auditing purposes.
Cash boxes are issued based on the set schedule. If you require your cash box ahead of time, kindly inform us over your support whatsapp group and we will provide you with the earliest dispatch date. An additional fee applies.
In case your scheduled cashbox falls on a holiday, you will receive it on the next due date.
Delivery charges are discounted from your cash box. Alternatively, you may specify that you prefer to make the payment separately. VAT applies.
Wakilni issues monthly bills between the 1st and 10th. We accept payments by cash only.
If you require your customers to only pay in a certain currency, kindly inform us and make sure your customers are well informed of such. Our drivers will do their best to abide by your instructions, and will refuse delivering an order if the customer insists on paying in another currency which would result in a failed delivery. Kindly ensure your customers are well informed in order to reduce the pressure on our drivers and avoid misunder- standings.
It is not the driver’s responsibility nor the accounting back office team to detect fake notes. In the event that a fake note is discovered following sale completion, it is your sole responsibility to follow up on compensation from your customer.
Kindly add a comment on the portal if your customer wants to pay by credit card when you place their order with us.
A 2.5% charge will apply to all orders regardless the amount to be charged. We accept Visa and MasterCard. We do not accept Amex cards.
Credit card payments are paid back to the store in the form of checks.
For queries related to accounting, please message us on the support whatsapp group and allow the accounting team 24 hours to get back to you.

Pick-up / Deliver by motorcycle: Place your request one day ahead. Same day pick-ups and deliveries by motorcycle shall be attended to based on availability.
Pick-up / Deliver by car: Place your request one day ahead. Pick-ups and deliveries will be scheduled based on availability.
If you think your items require a car, please mention it on the support group 24 hours ahead of time.

Make sure to add delivery fees to your collection amount. Example:
- Your order is for 20$ & your delivery fee is 5$
- You are charging your client delivery fees
- The collection amount you specify should be 25$
When placing your order on the system, please make sure to keep the field “Delivery Payment Type” ”On Account”. If you change this field, additional fees would be collected to the collection amount.
Please avoid specifying time windows for deliveries outside Beirut as our drivers’ routes change on daily basis. Instead, please inform your customers that our driver will get in touch to coordinate the delivery time.
If your items are fragile, please package them properly to ensure safe delivery. We recommend using a minimum of bubble wrap and boxes. If you would like to use our bubble wrap service, we charge 0.5$ for unit items (20cmx20cmx20cm). Please do not use thin bags or craft paper bags for glassware as they may tear during transit. Make sure that your bags can support the weight of your package.
If you are delivering skincare products or other types of liquids with us, please note that (1) bottles should be securely closed, and bubble wrapped or placed in boxes to prevent spillage (2) the bags holding the bottles should be strong enough to handle the weight of the products and prevent damage during delivery (3) Extra fragile items such as palettes should be properly packaged with bubble wrapping. If you would like to use our bubble wrap service, we charge 0.5$ per item (20cmx20cmx20cm)
If you are delivering fresh products with us, please (1) ensure that packages are tightly sealed to prevent spillage (2) place jars in boxes and separate oily jars from non-oily jars (3) avoid placing heavy items in craft bags to prevent tearing (4) mark bags containing fresh items, both on the bag and in the system (5) if you have more than 15 orders per day, please provide ice buckets and cooler bags. These will be returned empty with each new pickup (6) If multiple packages need to be delivered to the same recipient, clearly label the outer packaging (e.g., numbered bags/boxes).
Please make sure to either place a waybill on your bag printed from the portal or to staple/stick a small note on the bag indicating your store’s name (if your bags are not branded) and your customer’s information

In the event of a complaint regarding the service provided, please contact us on [email protected] or on your dedicated whatsapp group. Please allow our team 24 hours to get back to you.
Deliveries are insured against loss, damages and theft. Compensation is determined depending on case by case basis and in coordination with the insurer. Insurance policies do not cover Baalbeck, Akkar and Hermel areas and Wakilni is not liable for the consequences of any incidents inflicted by third parties in those areas.
We do not handle cash collections exceeding $5,000 or the equivelant in LBP. We reserve the right to charge delay fees for delays met at any destination.
Our operators may contact you via Whatsapp for queries related to collections and exchange rates. Our drivers are instructed to wait up to 10 minutes at a customer's destination while you provide a response. In the event that a response is not received within this timeframe, the driver will apply Wakilni’s daily exchange rate.
We reserve the right to charge additional fees for telephone calls made to destinations & unknown addresses.
We do not handle prohibited or illegal items. It is your sole responsibility to ensure that items being sent do not contain any prohibited or illegal items.
You will be informed once a delivery order cannot be completed for any particular reason such as wrong address, no one available to receive the package, etc... Wakilni’s customer service agent shall await instructions from you on case by case basis.
In the event that your customer is not available at the time of delivery: The delivery charge still holds, on condition that Wakilni had previously contacted the customer and scheduled the delivery at the requested time. Wakilni will carry out a second attempt before returning the item free of charge on condition that the attempts are not frequent Additional trips are charged beyond that.
It is your responsibility to follow up on return orders, exchange and canceled items. Wakilni shall not be responsible for any claimed damages or missing items after 5 working days of their arrival to Wakilni’s offices.
Wakilni is not liable for orders after delivery. Kindly request from your customers to check their received orders and their condition upon delivery in the presence of the driver.
Please limit communication over whatsapp groups to text messages or voice notes under 30 seconds. Calls need to be prescheduled.
Wakilni updates are shared over the portal through a notification banner. Please keep an eye on our news to stay up to date.