OJSTOHelp Center

STEP-BY-STEP GUIDE

Financial complaints and their effect on settlement

A financial complaint concerns a shipment/collection dispute and may hold settlement until the facts are reviewed.

Step 1 — Identify the reference

Open the correct shipment/transaction and record its ID and issue clearly.

Step 2 — Provide facts

Explain the timeline and relevant evidence, such as place or transfer proof where needed.

Step 3 — Follow resolution

Respond to information requests and inspect complaint status and financial history afterwards.

Before you confirm

A normal help request does not automatically freeze settlement; use the shipment financial-complaint workflow.

Do not send full banking or identity documents unless needed for the case. Protection does not mean every unreviewed claim is accepted.

Security and protecting your information

Never share your password or verification code, even with someone claiming to represent Ojsto. Contact support through your account and provide only the information needed for the issue.

Common question

Does every complaint mean automatic compensation? No. Facts, evidence and the financial workflow are reviewed under service terms.

You may also need

Calculate shipping and extra weightShipping combines the base charge after transport adjustment with extra-weight cost, separately from COD.Add a payout account and choose a defaultA payout account receives your withdrawals. You can save multiple destinations and choose a default.Direct collection, Ojsto collection and protectionThe collection choice determines wallet reserves and settlement, without changing the need to collect the correct amount from the recipient.Worked example of COD reserves, fees and settlementThis is an illustrative example, not a fixed quote: courier credit 1000, COD 200 and shipping 200 EGP.Top up courier credit and attach transfer evidenceA top-up starts with an actual transfer to Ojsto’s displayed destination, followed by a review request with amount and receipt.

Need help with your account?

Sign in, open Help Center and send a request with the shipment or transaction ID. Never share your password or verification code.

Seller sign-in ↗Couriers: contact support from Help Center in the app.