Frequently Asked Questions

New to Mango Masti? Start here to understand how the community group works, from ordering and payment through to collection from local volunteers.

Ordering

How does ordering work?

During an open order window, sign in and browse the available mango varieties. Add quantities to your basket, choose a pickup location, and submit your order. Your order is first created as Pending. Please make the bank transfer using the exact order number as the payment reference. Your order becomes Confirmed only after payment is matched.

When can I place an order?

Orders can only be placed during an active order window. The homepage shows when the current window opens and closes. Look for the green indicator. Sign up for an account so you never miss a window.

What do the order statuses mean?

You will see one of four statuses on your order: Pending means your order has been received, but payment has not yet been matched. Please make the bank transfer using your exact order number as the reference. If the website says payment is under review, we may have found a possible payment but admin still needs to verify the bank payer name or reference before confirming the order. Confirmed means payment has been matched and your order is accepted for fulfilment. Cancelled means your order has been cancelled, either by you or by an admin. If cancelled by an admin you will receive an email explaining the reason. You are free to place a new order if the window is still open. Collected means the volunteer at your pickup location has marked your order as handed over.

Where can I see my order status?

Your current order status is shown in two places: on the order detail page and in your order history at the bottom of the homepage. The status badge is colour-coded: yellow for Pending, green for Confirmed, red for Cancelled.

Can I change my order quantities or pickup location?

Yes, but only while your order is in Pending status and the order window is still open. Visit your order page and use the Edit Order option to update quantities or switch your pickup location. Once your order is Confirmed, or once the window has closed, you can no longer edit it yourself. Please contact the admin if you need a change made.

Can I cancel my order?

Yes, you can cancel your own order while the order window is still open. Go to your order page or find the active order notice on the homepage and use the Cancel option. Once the window closes, self-service cancellation is no longer available. Contact the admin as early as possible if you need to cancel a closed-window order. Cancelling does not automatically entitle you to a refund of any payment already sent; please contact the admin to discuss.

Payments

When and how should I make payment?

Payment is made by online bank transfer after you submit your order. The order page shows the exact amount, bank details, and order number reference. Please pay promptly and use the exact order number as the payment reference. If payment is not found, you can enter the bank account name you paid from and check again.

Where can I find the payment details?

Payment details are shown immediately after submitting your order and remain available on your order detail page while the order is Pending. If you receive a payment-instructions email, it is only a reminder to pay; it does not mean the order is confirmed.

What happens if I pay late or miss the payment deadline?

Orders without matched payment by the payment deadline may be cancelled so stock can be released. If you have paid but your order still shows Pending, return to your order page and use Check payment if available. If the site says payment is under review, please wait for admin to review the possible match; admin will contact you if they need the payment date, amount, bank payer name, or reference.

When will I receive my order confirmation email?

The main order confirmation email is sent only after your payment is exact-matched or confirmed by admin review and the order moves to Confirmed. If your order is still Pending or payment is under review, you may receive payment instructions or a payment reminder, but that is not a confirmation.

What if I close the screen before checking payment?

Your order remains Pending and visible in your order history. You can return to the order page later to see payment details and check payment status. If payment is matched automatically or by admin while you are away, the order will show as Confirmed when you return.

Collection & Delivery

How will I know when my order is ready to collect?

You will receive an email notification as soon as the volunteer at your pickup location marks your order as collected. This means your boxes are at the location and ready for you to pick up. Check your spam folder if you do not see the email within the expected collection window.

Where do I collect my order?

Your order confirmation email contains the name and address of your chosen pickup location, along with the volunteer's contact details. If you are unsure, check your order details on your profile page.

What do I do if I cannot collect on the distribution day?

Please contact the admin as early as possible using the Contact Admin link at the top of the page. You may also try contacting your pickup location's volunteer directly. Their details are in your confirmation email. Alternative arrangements are at the coordinator's discretion.

What if there is a problem with my order?

If there is a quality issue or your order is incorrect, please contact the admin via the Contact Admin link. For urgent issues on collection day, you can also reach us via our WhatsApp channel. The details are in your confirmation email.

Get Involved

How can I help this initiative?

The best way to help is to offer your home as a pickup location. Volunteers host a collection point, such as a garage, porch, or driveway, for their local area, receive a delivery from our supplier, and hand out orders to customers. You can express your interest by ticking "I'm happy to host a pickup location" on your profile page.

What does a pickup location volunteer do?

When a distribution window opens, you will receive an email letting you know the delivery is on its way. Once your boxes arrive, you log into the Volunteer Portal, record how many boxes you received, and then mark each customer's order as collected as they arrive to pick up. The whole process is managed through the portal, with no spreadsheets needed.

How do I sign up to be a volunteer?

Go to your profile page and scroll to the Volunteering section. Tick the checkbox, enter a one-line address for your pickup point, and add a contact phone number. The delivery coordinator will review your details and, if suitable, grant you access to the Volunteer Portal and assign you to a pickup location.

I am a volunteer - where do I find the Volunteer Portal?

Once you have been assigned as a volunteer, a "Volunteer Portal" link appears in the navigation bar at the top of the page. The portal shows your current assignment, lets you record deliveries, and allows you to mark individual customer orders as collected. A step-by-step help guide is available inside the portal.