Palenque PH

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Frequently Asked Questions (FAQ)

How do I place an order?
You can place an order through the Palenque App.
Just browse items, add to cart, select your delivery location, and checkout using GCash or card (Xendit/PayMongo).
We accept:
  • GCash
  • Debit/Credit Cards 
  • E-wallets supported by our payment partners
Many items like meat, fish, and vegetables are priced by weight.
The final amount may slightly increase or decrease depending on the exact weight prepared by the vendor.
Your final receipt will show the accurate weight and price.

Delivery fees vary depending on your distance from the vendor.
The total delivery cost is shown before checkout, so you’ll know the exact amount before paying.

Delivery fees vary depending on your distance from the vendor.
The total delivery cost is shown before checkout, so you’ll know the exact amount before paying.

This happens because:
  • Weight-based items naturally vary
  • Vendor weighs the item during preparation
  • You’re charged only for the actual weight
We follow a fair and transparent weight adjustment policy.
Yes!
The app automatically splits the items per vendor and assigns riders accordingly.
Most deliveries take 30–60 minutes, depending on order size, vendor preparation time, and rider availability.
We always send updates for delays.
You will receive real-time updates:
  • Order confirmed
  • Vendor preparing
  • Rider assigned
  • Rider en route
  • Delivered
You can also check status inside the app.
If an item becomes unavailable, we will contact you to choose:
  • Replacement
  • Refund
  • Remove item from order
 
We won’t proceed without your confirmation.

Yes! You can select a preferred delivery time during checkout, depending on vendor availability.
Morning and afternoon slots are available for most areas.

You may request a refund within 2 hours of delivery.
Send us:
  • Photo of the item
  • Short explanation of the issue
  • Order Number
 
We process refund requests quickly.
Please report immediately with a photo.
We will investigate with the vendor and issue a refund if verified.
Please send a photo and we will confirm with the vendor.
We can provide:
  • Refund
  • Replacement (if available)
  • Adjustment on your bill
Send a photo of everything you received.
If confirmed missing, we will issue a 100% refund for that item.
Delays may occur due to:
  • Peak hours
  • Traffic
  • Weather
  • Vendor preparation time
Rest assured, we monitor every order and will update you if more time is needed.
Please keep your phone nearby during delivery.
If you become unreachable:
  • The rider will wait 5 minutes
  • Support will try contacting you
  • The order may be returned if still unreachable
All vendors follow strict hygiene and freshness guidelines:
  • Same-day fresh produce
  • Clean and sealed packaging
  • Separated raw and cooked items
  • Avoiding bruised, old, or spoiled stock
If quality problems occur, report them immediately.
 
You can reach Palenque Customer Support through:
  • In-App Chat
  • Facebook Page
  • Messenger
  • Hotline (if available)
We respond within minutes.
How do I become a Palenque Vendor?
You can apply through the Vendor App or our onboarding form.
Submit your store details, product list, and valid IDs.
Our team will review your application within 24–48 hours.


After approval, you can set up your store, upload your products, and start selling.
We’ll guide you through the setup with a Vendor Setup Wizard and provide training materials.

You will need:
  • Valid ID
  • Store or stall information
  • Product photos (optional)
  • Active mobile number
  • GCash number or bank details for payouts
Orders will show in your Vendor App dashboard with a notification.
Please accept and start preparing immediately to avoid delays.
Fresh items should be prepared within 10–15 minutes.
For larger or bulk orders, please notify us if additional time is needed.
Mark the item as Out of Stock in your app.
If an order has already been placed, inform Support immediately so we can ask the customer for a replacement or refund.
For items like meat, seafood, or produce:
  • Weigh accurately
  • Follow ±10% acceptable variance
  • Enter the final weight in the app
  • Take a quick photo if the weight is unusual

Yes! You can create storewide discounts, flash sales, and coupon codes right from your vendor dashboard.
We also run special promotions for verified vendors.

Support will contact you for verification.
Please provide:
  • Photo of the packed item
  • Final weight reading (if required)
  • Brief explanation
Speedy responses help avoid refunds or penalties.
Vendors must follow:
  • Fresh and clean products only
  • Separate raw meat, seafood, and produce
  • No bruised, old, or spoiled items
  • Proper and sealed packaging
  • Clean workspace at all times
These ensure customer satisfaction and repeat orders.
 
Support may contact you to confirm the issue.
If the item is verified spoiled, missing, or incorrect, the refund will be processed.
Vendors may be required to adjust preparation practices if issues repeat.
Vendor earnings are sent to your GCash or bank (depending on your setup).
Payout schedules:
  • Daily or Weekly — depending on your vendor level
  • Viewable in the Vendor App Wallet section
Go to the Inventory tab in your Vendor App.
Update stocks daily to prevent customer complaints due to unavailable items.
Yes, you can update product prices anytime — but please note:
  • Price changes apply only to new orders
  • Reasonable pricing is monitored to maintain platform fairness
Support may issue:
  • A warning
  • Temporary pause on your store
  • Mandatory quality check
  • Suspension (for repeated or severe cases)
We will always notify you before taking action.
Message Support so we can follow up with the assigned rider.
Please keep the items ready to avoid spoilage.
  • Prepare orders quickly
  • Ensure accurate weights
  • Maintain fresh and clean products
  • Pack items neatly
  • Communicate quickly when OOS
  • Avoid cancellations
High-rated vendors get more visibility and orders.
Do not prepare the item yet.
Immediately contact Support for verification.
Yes.
Go to Store Settings → Set Store to “Closed”.
This is recommended if:
  • You’re short-staffed
  • There’s no stock
  • You’re away from your stall
Go to Product List in the app:
  • Add new product
  • Update name, price, or description
  • Remove unavailable items
Examples of violations:
  • Delivering spoiled or old items
  • Incorrect weights
  • Dirty or unsafe packaging
  • Slow preparation
  • Canceling orders without valid reason
  • Repeated customer complaints
We will notify you if any violation occurs.
You can reach Palenque Vendor Support via:
  • In-App Chat
  • Facebook Page
  • Vendor Support Hotline
  • Email (if applicable)
How do I become a Palenque Rider?
You can apply through the Palenque Rider App.
Submit your basic information, valid ID, selfie verification, and motorcycle details. Our team will review your application within 24–48 hours.
You will need:
  • Valid government-issued ID
  • Active mobile number
  • Clear selfie photo
  • Motorcycle OR/CR (optional depending on location)
  • Proof of address
Once your account is approved, simply go Online in the Rider App.
You will automatically receive nearby delivery jobs based on your location.
Yes, but repeated cancellations may affect your rating or account standing.
We recommend accepting bookings when you are ready to deliver.
Show the vendor the Order Number and confirm the items before leaving.
Please check the packaging and ensure items are intact and sealed.
Before leaving the vendor, report it through the app or message support.
Never deliver items that are clearly damaged, leaking, or spoiled.
Please follow these steps:
 
1. Call the customer via the app
2. Wait for 5 minutes
3. Notify Rider Support
4. Upload a photo of the location
 
We will attempt to reach the customer on your behalf.
Use the map pinned in the app and call the customer for directions.
If still unclear, ask support for guidance.
Please contact Rider Support immediately.
We will assign the order to another rider and note your situation.
Follow these guidelines:
  • Do not stack heavy bags on delicate items
  • Keep raw meat separate from vegetables
  • Avoid exposing items to heat
  • Handle packages gently
  • Store items upright when possible
Riders are paid through:
  • Delivery fees
  • Incentives (if applicable per day/week)
  • Payouts are processed based on your Rider App wallet schedule
Open the Earnings section in your Rider App.
You can view:
  • Total trips
  • Delivery fees
  • Incentives
  • Penalties (if any)
Possible reasons:
  • Low battery or unstable internet
  • You’re outside an active delivery zone
  • Too many riders in the area
  • Your account is on hold or flagged
 
You may contact Rider Support for assistance.
Depending on severity:
  • Warning
  • Temporary suspension
  • Permanent deactivation
  • Mandatory re-training
We always provide clear notice before action is taken.
You can report through the Rider App or message Rider Support.
Provide:
  • Order Number
  • Photo (if needed)
  • Short explanation
We will handle it fairly based on our policies.
  • Deliver orders quickly
  • Be polite and respectful
  • Keep items secure and intact
  • Provide accurate updates
  • Avoid cancellations
High ratings lead to more bookings and incentives.
Yes, depending on your city and delivery radius.
Please check with Rider Support for local restrictions.
Go to the Profile section in your app and edit the required fields.
Some updates may require re-verification.
Your safety comes first.
Contact Rider Support immediately and we will take care of order handling and reporting.
You may reach Palenque Rider Support through:
  • In-App Chat
  • Facebook Page
  • Dedicated Rider Hotline
 
What is Palenque?

Palenque is your online palengke — a marketplace where you can buy fresh vegetables, fruits, meat, seafood, groceries, and household items from trusted local vendors, all in one app or website.

Simply browse products, add items to your cart, choose your preferred payment method, and confirm your order.
Your order is automatically sent to the nearest vendor, who prepares and packs your items for delivery.

You can browse freely, but you’ll need to create an account to check out.
This allows us to track your orders, send updates, and save your favorite vendors.

You can cancel or change your order within 10 minutes of checkout, as long as it has not yet been prepared
Contact customer support immediately for urgent requests.

You can reach us through:
Email: support@seagreen-porpoise-383982.hostingersite.com
Our support team is available daily from 8:00 AM – 8:00 PM.

Absolutely! We love community input.
You can send your suggestions via support@seagreen-porpoise-383982.hostingersite.com or through our Facebook page.
We also offer referral promotions for referring vendors, riders and customers.

Yes. The Palenque mobile app (coming soon) will be available on Google Play and App Store, so you can shop anytime, anywhere.

We welcome partnerships with local producers, logistics providers, and angel investors.
Email admin@seagreen-porpoise-383982.hostingersite.com to discuss collaboration or investment opportunities.

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