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Frequently asked questions

Do you have a question? Check the FAQ section for common answers about shipping, payment, and policies. We are here to simplify your experience, so you can quickly and easily find the information you need without reaching out to us.

How do I add or change my delivery address?

Open your profile in the MnBaladna app or at web.mnbaladna.com and go to your saved addresses. Add a new address or edit an existing one, and place the pin on the map at your exact entrance so the driver can find you. MnBaladna delivers in 371 delivery zones across the Netherlands, so your pin must be inside a zone for stores to appear. At checkout you can pick any saved address, and the delivery fee for that address is shown before you pay. Learn more: Manage Your Addresses (https://help.mnbaladna.com/knowledgebase/manage-your-addresses)

How do I change the language?

MnBaladna is available in English, Arabic, Dutch and German. In the app, go to your profile or settings and choose your language; the app switches right away. On web.mnbaladna.com, use the language selector (EN / العربية / NL / DE) in the header or footer. Product names and descriptions are written by each store, so some items may appear in only one language. Learn more: Languages (https://help.mnbaladna.com/knowledgebase/languages)

How do I use offers and coupon codes?

Stores and MnBaladna regularly run discounts, seasonal campaigns (for example for Ramadan and Eid) and coupon codes, which you find in the app and on store pages. At checkout, enter or select your coupon code and check that the discount appears in the order summary before you pay. Each coupon has its own conditions, such as a minimum order value or a validity period, so check these if a code is not accepted. New customers who were invited by a friend get €5 off their first order. Learn more: Unlock Offers (https://help.mnbaladna.com/knowledgebase/unlock-offers)

How do I earn and use loyalty points?

You earn loyalty points worth 2% of your order value on the orders you place with your account. You can see your points in your profile and convert them into MnBaladna wallet balance, which you then use to pay for future orders. Points cannot be exchanged for cash. Good to know: a wallet payment can't be combined with another payment method, so your balance must cover the whole order. Learn more: Earn Rewards (https://help.mnbaladna.com/knowledgebase/earn-rewards)

How do I invite friends, and what do we get?

Share your personal referral code, which you find in your profile, by WhatsApp, SMS, email or social media. Your friend gets €5 off their first order, and you earn €1 for each friend who joins with your code. The referral code is valid for one year. Referral codes can't be used on your own account, and misuse such as fake accounts can lead to rewards being cancelled. Learn more: Share and Earn (https://help.mnbaladna.com/knowledgebase/share-and-earn)

How does the MnBaladna wallet work?

Your MnBaladna wallet holds a balance in euros that you can use to pay for orders. You can top it up with an online payment, convert your loyalty points into balance, and approved refunds can be paid into it. At checkout, choose the wallet as your payment method; it can't be combined with another method, so add funds first if your balance is lower than the order total. If you see a wallet transaction you don't recognise, contact support straight away. Learn more: Use E-Wallet (https://help.mnbaladna.com/knowledgebase/use-e-wallet)

Is there an iPhone app?

Not yet: an iOS app is in development. Until then, iPhone users can order everything through the web app at web.mnbaladna.com in Safari or any other browser, with no download needed. Tip: in Safari, tap the Share button and then Add to Home Screen to get a MnBaladna icon on your home screen. On Android, download the MnBaladna app from Google Play. Learn more: Using MnBaladna on iPhone (Web App) (https://help.mnbaladna.com/knowledgebase/use-mnbaladna-on-iphone)

Which payment methods can I use?

You can pay by cash on delivery (to the driver, or at the store for takeaway), online with iDEAL or a debit/credit card, or with your MnBaladna wallet balance. Online payments are processed securely by Stripe, and MnBaladna does not store your full card details. You choose your payment method at checkout, after you see the full total including the delivery fee and service charge. One order can't be split between the wallet and another method. Learn more: Payment Methods (https://help.mnbaladna.com/knowledgebase/payment-methods)

Where do you deliver, what does delivery cost and how do I track my order?

MnBaladna delivers in 371 delivery zones across the Netherlands; the stores you see depend on your delivery address. The delivery fee is based on the distance between the store and your address, with a minimum fee, and a small service charge may apply; the exact amounts are shown at checkout before you pay. You can follow your order's status in My Orders. When the driver arrives, give them the verification code (OTP) shown in your order to confirm delivery. Learn more: Delivery Zones, Fees and Tracking (https://help.mnbaladna.com/knowledgebase/delivery-zones-fees-and-tracking)

How do I cancel an order or get a refund?

You can cancel an order from My Orders as long as the store hasn't started preparing it; if you can no longer cancel, chat with the store or contact support. If you received a wrong or damaged product, request a refund from the delivered order in My Orders and add a short explanation. Approved refunds can be paid into your MnBaladna wallet, so you can use the amount right away. If a store cancels your order after you paid online, you receive a refund. Learn more: Cancel an Order or Request a Refund (https://help.mnbaladna.com/knowledgebase/cancel-order-or-request-refund)

How can I contact MnBaladna support?

Our support team helps you in English, Arabic, Dutch and German, Monday to Friday, 09:00–17:00 (Amsterdam time). For order questions the chat in the app is fastest; you can also call or WhatsApp +31 970 1027 4442 or email [email protected]. Messages sent outside opening hours are answered on the next working day. Please mention your order number, and never share your password or verification codes with anyone. Learn more: Contact MnBaladna Support (https://help.mnbaladna.com/knowledgebase/contact-mnbaladna-support)

Can I order without an account?

Yes. You can check out as a guest by entering your name, phone number and delivery address at checkout. As a guest you don't collect loyalty points or use the wallet. With an account you can also save addresses, follow your orders and invite friends; you can sign up with your email or phone number and a password, or with Google. Learn more: Create an Account and Log In (https://help.mnbaladna.com/knowledgebase/create-account-and-log-in)

Can I schedule an order or pick it up myself?

Yes, if the store offers it. At checkout, choose to order now or schedule the order for a 60-minute time slot within the store's opening hours. You can also choose takeaway and collect your order at the store, which is handy if your address is outside our delivery zones. Pharmacy stores also accept orders with a prescription. Learn more: Place Your First Order (https://help.mnbaladna.com/knowledgebase/place-your-first-order)

How do I update my store details?

In the vendor panel, check and update your store details under Business section > My shop, and set your opening hours, delivery time and other store settings under Business section > Store config. The avatar menu in the header of the panel also has Settings. The vendor panel and the MnBaladna Store app use the same account, and you can change your delivery time and opening hours in the Store app too. If you can't change something yourself, contact merchant support. Learn more: MnBaladna Store App Overview (https://help.mnbaladna.com/knowledgebase/mnbaladna-store-app-overview)

How do I chat with customers or contact MnBaladna support?

You can chat with your customers in the MnBaladna Store app and in the vendor panel under Business section > Chat; customer chat is part of the Advanced and Premium plans. Agree any change to an order with the customer through chat before you edit it. To reach MnBaladna, contact merchant support Monday to Friday, 09:00–17:00 (Amsterdam time) by phone/WhatsApp +31 970 1027 4442 or at [email protected], and mention your store name. Learn more: Contact MnBaladna Support (https://help.mnbaladna.com/knowledgebase/contact-mnbaladna-support)

How do I see my store's performance and reports?

Your Dashboard shows your order status cards, Total earning, Commission given, a yearly statistics chart and your top selling and top rated items, filtered by Overall, Today or This Month. For more detail, open Report section in the vendor panel: Expense report, Store Earning Report, Disbursement report and Vat Report, each filterable by period. The MnBaladna Store app also opens on a dashboard with your active orders. Learn more: Seller Dashboard Home (https://help.mnbaladna.com/knowledgebase/seller-dashboard-home)

Which plans are there for merchants, and what do they cost?

You can choose a yearly subscription or the commission plan. The subscriptions are Economy €199 (up to 200 orders and 100 products), Intermediate €299 (300 orders, 150 products), Advanced €399 (400 orders, 200 products, plus chat with customers) and Premium €599 (unlimited), all per year and each starting with a 3-month free trial. On the commission plan there is no yearly fee; you pay a percentage per order: about 10% for restaurants, 5–8% for groceries and 8–10% for retail. Every plan includes the vendor panel, the MnBaladna Store app and your own store website. Learn more: Plans for Merchants (https://help.mnbaladna.com/knowledgebase/plans-for-merchants)

How do I start selling on MnBaladna?

Register your store, restaurant or pharmacy with the vendor registration form at mnbaladna.com/vendor/apply: fill in your store and owner details and choose a subscription or commission plan. Next, set up your opening hours, products and payout method in the vendor panel. Then install the MnBaladna Store app from Google Play, where you manage orders, drivers, chat, delivery time and opening hours. Want to see an example first? Visit our demo store at makhzn.mnbaladna.com. Learn more: Start as Seller (https://help.mnbaladna.com/knowledgebase/start-as-seller)

Do I get my own store website?

Yes, every merchant gets their own store website on every plan, including the commission plan. Click Build Your Custom Website in the header of the vendor panel to set up your logo, pages, theme colour and font, then click Publish Changes to put it live. Your products, prices and opening hours come from your store automatically, and website orders arrive in the vendor panel and the MnBaladna Store app together with your other orders. For an example, see makhzn.mnbaladna.com, which was built with the same builder. Learn more: Your Store Website (https://help.mnbaladna.com/knowledgebase/your-store-website)

What is Makhzan MnBaladna?

Makhzan MnBaladna (makhzn.mnbaladna.com) is a demo store for merchants, built with the same website builder every merchant gets. Use it to see how categories, product pages, the cart and checkout look to your customers before you sign up. It is not a real shop: payments use test mode, no real money is charged and no real orders are placed or delivered. To buy real products, order from the stores in the MnBaladna app or at web.mnbaladna.com. Learn more: Makhzan MnBaladna Demo Store (https://help.mnbaladna.com/knowledgebase/makhzan-demo-store)

How do I delete my driver account and personal data?

To delete your driver account and personal data, contact MnBaladna support by phone/WhatsApp +31 970 1027 4442 or at [email protected] (Monday to Friday, 09:00–17:00 Amsterdam time) and mention your registered phone number. Before your account is closed, pay in any cash you still hold from cash-on-delivery orders. If a store added you as its own driver, that store removes your account. Deletion is permanent, although some records may be kept where the law requires it, for example for tax purposes. Learn more: How to Delete Your Account (https://help.mnbaladna.com/knowledgebase/how-to-delete-your-account)

How do I update my personal details in the driver app?

You manage your personal details in your profile in the MnBaladna Delivery: Earn Daily app. Keep your bank details up to date there so your earnings reach the right account. If you can't change something yourself, contact driver support Monday to Friday, 09:00–17:00 (Amsterdam time) by phone/WhatsApp +31 970 1027 4442 or at [email protected], and mention your registered phone number. Learn more: Driver Earnings, Tips and Cash in Hand (https://help.mnbaladna.com/knowledgebase/driver-earnings-tips-and-cash)

How do I become a MnBaladna driver?

Register with the delivery driver registration form at mnbaladna.com/deliveryman/apply. You can deliver by bicycle, e-bike, motor or car; you need an Android smartphone with mobile internet and a valid identity document (passport, driving licence or national ID card), plus a driving licence for a motor or car. Then download "MnBaladna Delivery: Earn Daily" from Google Play and log in with the details from your registration. Driving for one store only? Then the store adds you and gives you your login details. Learn more: Become a MnBaladna Delivery Driver (https://help.mnbaladna.com/knowledgebase/become-a-delivery-driver)

How do I earn money, and can customers tip me?

Your earnings are shown in the MnBaladna Delivery: Earn Daily app, and customers can add a tip for you in the app. When a customer pays cash, you collect that money on behalf of MnBaladna and the store; the app shows how much cash you hold, and there is a limit, so pay it in regularly. For questions about your pay, payouts or paying in cash, contact driver support Monday to Friday, 09:00–17:00 (Amsterdam time) by phone/WhatsApp +31 970 1027 4442 or at [email protected]. Learn more: Driver Earnings, Tips and Cash in Hand (https://help.mnbaladna.com/knowledgebase/driver-earnings-tips-and-cash)

How does a delivery work, and what is the delivery code?

Go online in the app, accept an order and pick it up at the store, checking that the items and bags match the order. At the customer's door, collect the cash if it's a cash-on-delivery order, then ask for their verification code (OTP) and enter it in the app to complete the delivery. You can carry up to 3 orders at the same time. If the customer can't be reached or something goes wrong, contact driver support. Learn more: Accept and Deliver Orders (https://help.mnbaladna.com/knowledgebase/accept-and-deliver-orders)