Help — Latagan

Get in touch

Latagan does not have a support email to write to yet. Here is where to go instead:

A question about an item: message the shop from the product's page or the shop's page. Shops answer in their Messages.
A problem with an order: open it from My Purchases. You can cancel an item there until it is sent, and ask for a return once it arrives.
A return the shop refused: ask Latagan to look at it from Returns.
Riders: contact the logistics company you ride for. Its name and number are on your dashboard.
A decision about your account: reply to the email we sent you about it. See Accounts.

Buying

Paying

Pay in cash when your parcel arrives, with LataPay demo funds (simulated money, not real), or with GCash when checkout offers it. A GCash order that is not paid within 60 minutes is released, and its items go back on sale.

Delivery fees

Each shop in your order charges one delivery fee, by how far its parcel travels. Checkout shows the exact amount before you pay.

Same city: ₱50
Same province: ₱80
Other province: ₱150

Cancelling

You can cancel an item from your order until the shop sends it. After that, ask for a return once it arrives.

Delivery

A courier tries to deliver up to 3 times. If it still cannot be delivered, it goes back to the shop; if you paid online, you get the item's price back, and the delivery fee is kept for the trips made.

Confirming it arrived

Confirm each item on your order page when it arrives. If you do not, it is confirmed for you 7 days after it arrived.

Returns & refunds

The 14-day window

Ask from your order page within 14 calendar days of the item's confirmed delivery — until the end of the 14th day. A request made on the last day counts, however long it then takes. Confirmed delivery means the courier's proof of delivery or you confirming you received it — a shop sending the item does not start the clock. If delivery was never confirmed, you can still ask for a return, and Latagan reviews it.

Changed your mind?

You can return an item you simply changed your mind about, if it is unused, its original tags are still attached, its original packaging is present and undamaged, and every accessory that came with it is included. You confirm each when you ask, and you may add photos. You pay to send it back. None of these conditions apply when the item is faulty, damaged, wrong or not as described; then the shop bears the return.

How a return works

A request that clearly meets the policy — a change of mind with every condition confirmed, or a fault shown in a photo — is authorized at once; anything unclear goes to Latagan to review. Once authorized, send the item back (or hand it to the courier who comes for it) within 7 days. The shop then has 3 days from receiving it to inspect it; if it says nothing, the item is accepted. Your refund is approved once it passes inspection — never just because a return was authorized. If a pickup fails or a delivery problem holds you up, Latagan extends the deadline.

Who decides, and appeals

Shops must take back an authorized return; they cannot refuse it. If one comes back used, damaged or incomplete, the shop objects with photos and Latagan decides. Only Latagan refuses a return. You can appeal a refusal once, from Returns, within 7 days, and Latagan's ruling is final. A shop blocking you does not change any of this.

Your rights

This 14-day policy is in addition to your rights under consumer protection law. It does not limit them: a faulty or misdescribed item can still be raised after the window closes, through Latagan's support.

Getting your money back

Paid with GCash: Latagan refunds it to your GCash. Paid with LataPay: it goes straight back to your LataPay wallet. Paid in cash on delivery: in this demo, Latagan credits it to your LataPay wallet once it has verified your cash payment — simulated money that you can spend on Latagan but cannot withdraw. LataPay Demo Wallet and Refund Policy

Selling

Opening a shop

Apply as a seller with your business details and permit. Latagan reviews each application before the shop can sell.

Your shop's details

Change your shop's name, description, location and contact number in Profile, under Shop details. Extra lines of business can be added there too; Latagan reviews each before it shows on your shop.

Sending orders

From Dispatch, request a courier pickup or deliver the order yourself. With cash on delivery, the courier collects at the door and passes your items' share to you after its delivery fee; Dispatch shows what you are owed.

Returns, messages and reviews

Take back returns Latagan authorizes: confirm when one arrives (unless a courier brought it) and inspect it within 3 days. You cannot refuse a return; if it comes back used, damaged or incomplete, object with photos and Latagan decides. Silence accepts it. You don't hand refunds back yourself: for GCash and LataPay orders Latagan refunds the buyer, and for cash orders Latagan credits the buyer's LataPay demo wallet once the payment is verified and records the amount as owed by your shop. Buyers start conversations and you reply in Messages. Reviews come only from buyers who received the item, and shops cannot change or remove them.

Delivering

Logistics partners

Apply as a logistics partner. Once Latagan approves you, choose the areas you cover, accept pickups and assign riders.

Riders

Register under a logistics company. That company approves you and decides the areas you deliver in, so contact it about your schedule and parcels.

Attempts and cash

A parcel gets up to 3 delivery attempts before it goes back to the shop. Cash collected at the door is passed on to the shop, less the delivery fee.

Accounts

Waiting for approval

New accounts are reviewed before they can be used — by Latagan, or for riders by their logistics company — and you are emailed once a decision is made.

Not approved, suspended or deactivated

We email you when this happens, with the reason where there is one. If you think it is a mistake, or you can supply what was missing, reply to that email.

Password

Change it from your account settings, or reset it if you have forgotten it.

Deleting your account

You can delete it from your account settings. An account that has bought or sold anything is kept, because the orders on it are records other people rely on.