Partner help
Practical answers to the questions that come up most often, written for the partner running the kitchen rather than for a help-desk script.
Common topics
Payouts run weekly via Stripe Connect. Money lands in the bank account you set during onboarding, every Tuesday, for orders completed up to the previous Sunday. You see exactly which orders are in each payout in the partner dashboard. If a payout is delayed, it is almost always Stripe verifying a new bank detail; check your Stripe Express dashboard first.
You can manage stock from the Partner app, from a connected POS, or by replying to a daily WhatsApp prompt. Set items as available, low, or sold out. Sold-out items disappear from search until you bring them back. Bulk-edit by category if you have hundreds of SKUs.
All customer messages come through one inbox per order. Personal contact details are redacted both ways, so you can keep conversations professional and on-platform. If a customer needs an exception (allergies, late changes, dietary swaps), the agent helps you draft a reply in their language.
We verify your Food Standards Agency hygiene rating against the FSA register at onboarding. You need a 3 or higher to join. We re-check on a schedule; if your rating changes after an inspection, update it in the dashboard so customers see the most recent number. Home kitchens that the FSA does not rate must show local council registration.
Ghochen issues a monthly statement with all sales, VAT collected (where applicable), and Ghochen fees. We do not file your tax return; that is your responsibility, but the statement is the document your accountant needs. VAT-registered partners can configure VAT rates per item. If you are below the VAT threshold, leave it off and we will not collect it.
Before your first payout you must complete Stripe identity verification (passport or driving licence) and connect a UK bank account. The first payout is held until verification clears, which usually takes 1 to 3 working days. After that, payouts are weekly without further checks.
If the Partner app is acting up: check you are on the latest version, force-quit and reopen, then sign out and back in. If notifications stopped, check your phone settings (we cannot override "do not disturb"). If the issue persists, message us with a screenshot and your partner ID and we will look at it inside one working hour during business hours.
Direct line
Every active Ghochen partner has a named partner manager. Email and we will route you to yours, or to a team lead if your manager is out. We respond inside one working hour during 8am to 10pm UK time.
Email partners@ghochen.com