Frequently Asked Questions

Creating an account is quick and free.

1. Click on the Account button at the top of the page and select Register.
2. Enter your name, email address and password.
3. Click Create Account.

Once registered, you can start shopping, tracking orders and managing your profile.

Yes, you need an account to place an order.

This helps you:

• Track your orders
• Receive delivery updates
• Request refunds or support

If you don’t have an account yet, you can create one in less than a minute.

If you didn’t receive your verification email:

• Check your Spam/Junk folder
• Ensure you entered the correct email address
• Wait a few minutes and try again
• Visit your profile and resend verification email

If the issue persists, contact support for assistance.

Getting started is easy:

1. Browse products using the homepage or search bar
2. Select a product to view details
3. Choose any options (size, color, etc.)
4. Click Add to Cart
5. Proceed to checkout and complete payment

You’ll receive updates once your order is confirmed.

Our platform connects buyers with trusted vendors.

Here’s how it works:

• Vendors list products on the platform
• You place an order and make payment securely
• Your payment is held safely (escrow)
• The vendor delivers your order
• The vendor is paid after delivery is confirmed

This ensures a safe and reliable shopping experience for everyone.

To become a seller:

1. Create an account
2. Go to your dashboard
3. Select Become a Vendor
4. Submit your Identification document for verification
5. You will be notified by email after confirmation
6. Set up your shop

Once completed, you can start listing products and receiving orders.

Escrow is a secure payment system that protects both buyers and sellers.

• Your payment is held securely after checkout
• The vendor only receives payment after delivery is confirmed
• If there is an issue, you can request a refund

This ensures trust and fairness in every transaction.

Yes, the platform is fully accessible on mobile devices.

You can:

• Browse products
• Place orders
• Track deliveries
• Manage your account

Simply open the website in your mobile browser.

Yes, your information is securely protected.

• We use secure technologies to protect your data
• Your payment details are handled safely
• We do not share your personal information without consent

Always keep your password private and secure.

If you need help:

• Visit the Support Tickets section
• Create a new support ticket
• Provide details about your issue

Our support team will respond as soon as possible.

Placing an order is simple:

1. Browse or search for a product
2. Select the product and choose options (if any)
3. Click Add to Cart
4. Go to your cart and click Checkout
5. Select your delivery address and payment method
6. Complete your order

You will receive a confirmation email once your payment is successfully completed.

After completing payment when placing an order:

• You will see a confirmation message on your screen
• You will receive an email confirmation with your order details
• Your order will appear in your Orders section

If you do not see any of these, your order may not have gone through.

To view your orders:

1. Log in to your account
2. Go to your Dashboard
3. Click on My Orders

You will see a list of all your current and past orders.

You can track your order from your dashboard:

1. Go to My Orders
2. Select the order you want to track

The order status will show updates such as:

• Pending
• Processing
• Shipped
• Delivered

Yes, you can cancel an order if it has not been processed or shipped.

To cancel:

1. Go to My Orders
2. Select the order
3. Click Cancel Order (if available)

If the order has already been shipped, you may need to request a return instead.

Yes, you can cancel an order if it has not been processed or shipped.

To cancel:

1. Go to My Orders
2. Select the order
3. Click Cancel Order (if available)

If the order has already been shipped, you may need to request a return instead. Return policy is shop specific.

Once an order is placed, changes are limited.

• You may be able to cancel and reorder if it has not been processed
• Changes to items, quantity or address are not guaranteed after checkout

If you need help, contact support immediately.

Your order may be cancelled for several reasons:

• Payment was not completed or failed
• The product is out of stock
• Vendor could not fulfill the order

If your payment was deducted, it will be refunded according to our refund policy.

Order statuses help you understand what is happening with your order:

• Pending: Order received but not yet processed
• Processing: Vendor is preparing your order
• Shipped: Order is on the way
• Delivered: Order has been delivered
• Cancelled: Order has been cancelled

Yes, you can order products from different shops in one checkout.

However:

• Each shop may have separate delivery fees
• Items may arrive at different times

Your order will be grouped by shop for easier tracking.

Your items may arrive separately because:

• They are from different vendors
• They are shipped at different times
• They use different delivery services

This is normal and each item will have its own tracking updates.

If a product becomes unavailable after you place an order:

• The vendor may cancel that item
• You will be notified
• You will receive a refund for the unavailable item

Yes, you can reorder items easily:

1. Go to My Orders
2. Select a past order
3. Add the item to your cart again

This saves time when purchasing frequently bought items.

We support multiple payment methods for your convenience:

• Mobile Money (MTN, Vodafone, AirtelTigo)
• Debit/Credit Cards

Available payment options will be displayed at checkout.

Payments may fail due to several reasons:

• Insufficient balance in your account
• Incorrect PIN or card details
• Network or connectivity issues
• Transaction timeout

If your payment fails, you can try again or use a different payment method.

If you were charged but your order is not visible:

• Wait a few minutes and refresh your page
• Check your Orders section

If the order still does not appear:

• The transaction may have failed
• Your payment will be automatically reversed within a short period

If the issue persists, contact support with your payment details.

Yes, your payment is processed immediately after checkout.

However, the funds are held securely in escrow and are not released to the vendor until your order is delivered successfully.

Escrow is a secure payment system used to protect both buyers and sellers.

• Your payment is held safely after checkout
• The vendor only receives payment after delivery is confirmed
• If there is a problem, you can request a refund

This ensures that you only pay for what you receive.

Payments are usually processed instantly.

However, in some cases, it may take a few minutes due to:

• Network delays
• Payment provider processing time

If your payment does not reflect after a few minutes, please check again or contact support.

Yes. If a payment fails after being charged:

• The amount will be automatically reversed
• Refunds are processed by your payment provider

Depending on your provider, this may take a few minutes to a few business days.

Currently, all payments must be completed at checkout.

This ensures:

• Secure transactions
• Order confirmation
• Protection through escrow

The total amount you pay may include:

• Product price
• Delivery fees
• Applicable service charges

All charges are clearly displayed before you complete your payment.

Currently, only one payment method can be used per order.

Please ensure your selected payment method has sufficient funds before completing checkout.

If you did not receive a Mobile Money prompt:

• Check your phone network connection
• Ensure your number is correct
• Wait a few moments and try again

If the issue continues, try another payment method or contact support.

Yes, you can retry a failed payment.

1. Return to your cart or order page
2. Select the order
3. Click Add to Cart (if available)
4. Continue to check out

You may also choose a different payment method.

Delivery options may vary depending on the vendor and your location.

Available options will be shown during checkout.

Please select the option that best suits your needs.

Delivery fees are calculated based on:

• Your delivery location (region/town)
• The vendor’s delivery pricing

If you order from multiple vendors, each vendor may have a separate delivery fee.

The total delivery cost will be shown clearly at checkout.

Delivery times depend on the vendor and your location.

Typical delivery timelines are:

• Within the same city: 1–3 business days
• Outside the city/region: 2–7 business days

Estimated delivery time will be shown when placing your order.

You can track your delivery from your dashboard:

1. Go to My Orders
2. Select the order

You will see updates such as:

• Processing
• Shipped
• Out for delivery
• Delivered

Delivery delays may occur due to:

• High order volume
• Weather conditions
• Logistics or transportation issues
• Incorrect or incomplete delivery address

If your order is significantly delayed, please contact support.

If you are unavailable at the time of delivery:

• The delivery agent may attempt delivery again
• You may be contacted to reschedule

Please ensure your contact details are correct to avoid missed deliveries.

Changing your delivery address after placing an order is not always possible.

• If the order has not been processed, you may contact support immediately
• If already shipped, the address cannot be changed

Always double-check your address before completing your order.

Your items may be delivered separately because:

• They are from different vendors
• They are shipped at different times
• Different delivery services are used

This is normal for multi-vendor orders.

If your delivery address is incorrect:

• Your delivery may be delayed
• The order may be returned or cancelled

Please ensure your address details are accurate, including:

• Region and town
• Street/location description
• Valid phone number

Not all vendors may deliver to every location.

Delivery availability depends on:

• The vendor’s delivery coverage
• Your selected delivery address

You will only see delivery options available to your location at checkout.

If your order is marked as delivered but you did not receive it:

• Check with people around you (family, neighbors, security)
• Confirm your delivery address

If you still cannot locate your order, contact support immediately.

Delivery scheduling depends on the vendor or delivery service.

In most cases, specific delivery time selection is not available.

You may be contacted by the delivery agent before arrival.

Our return policy allows you to request a return if you receive:

• A damaged item
• An incorrect item
• An item that does not match the description

Return eligibility may vary depending on the vendor.

Please review the product details or contact support for specific return conditions.

To request a return:

1. Go to My Orders
2. Select the order
3. Click Request Return (if available)

Provide details about the issue and upload any supporting images if necessary.

You may be eligible for a refund if:

• Your order was cancelled
• You received a damaged or defective item
• You received the wrong item
• Your order was not delivered

All refund requests are reviewed before approval.

Refund timelines depend on the payment method used:

• Mobile Money: usually within a few hours to 2 business days
• Card payments: may take 3–7 business days

Processing times may vary depending on your payment provider.

Your payment is held securely in escrow until the issue is resolved.

• If your refund is approved, the funds are returned to you
• If the order is successful, the vendor receives the payment

This ensures fairness for both buyers and vendors.

Refunds for change of mind are generally not allowed.

However, this may depend on the vendor’s policy.

Please review the product details before placing your order.

If you receive a damaged item:

• Take clear photos of the item
• Report the issue immediately through your order page

This will help speed up your return or refund request.

If you receive the wrong item:

• Report the issue through your order page
• Provide details and photos of the item received

You will be guided through the return or refund process.

If your order is not delivered within the expected timeframe:

• Check your order status
• Contact support for assistance

If the issue is confirmed, you may be eligible for a refund.

Return shipping responsibility depends on the reason for return:

• If the item is defective or incorrect, the vendor may cover the cost
• If the return is due to other reasons, you may be responsible for shipping

Yes, partial refunds may be issued in certain cases.

For example:

• Minor defects
• Missing parts

This will be reviewed and agreed upon during the resolution process.

If there is a disagreement between you and the vendor:

• You can raise a dispute through your order
• Our support team will review the case
• A fair decision will be made based on the evidence provided

Escrow ensures that funds are only released after resolution.

To log in:

1. Click on Account and select Login
2. Enter your registered email and password
3. Click Log In

If your details are correct, you will be redirected to your dashboard.

If you forgot your password:

1. Click Forgot Password on the login page
2. Enter your registered email address
3. Follow the instructions sent to your email

You will be able to reset your password securely.

If you did not receive your password reset email:

• Check your Spam/Junk folder
• Ensure your email address is correct
• Wait a few minutes and try again

If the issue persists, contact support for assistance.

You can update your profile from your account dashboard:

1. Go to Profile Settings
2. Edit your details (name, phone, etc.)
3. Save your changes

Make sure your information is accurate to avoid issues with orders and delivery.

To change your password:

1. Go to Profile
2. Select Change Password
3. Enter your current password
4. Enter and confirm your new password

Use a strong and secure password for better protection.

You can control which emails you receive from your profile settings.

To update your preferences:

1. Go to Profile
2. Find Email Preferences
3. Enable or disable the notifications you want

This allows you to receive only the updates that matter to you.

Yes, you can update your email address from your profile settings.

After updating, you may be required to verify your new email address.

Ensure the email is valid and accessible to avoid account issues.

If you wish to deactivate your account:

• Contact support and request account deactivation

Make sure you have no pending orders or unresolved issues before requesting deactivation.

To keep your account secure:

• Use a strong, unique password
• Do not share your login details
• Log out from shared devices

If you notice any suspicious activity, contact support immediately.

Your account may be temporarily restricted due to:

• Multiple failed login attempts
• Suspicious activity
• Violation of platform policies

Please contact support to resolve the issue.

It is recommended to maintain only one account per user.

Multiple accounts may lead to confusion, order issues or restrictions.

If you are not receiving emails:

• Check your Spam/Junk folder
• Ensure your email address is correct
• Check your email preferences in your account settings

You may have disabled certain notifications.

To become a vendor:

1. Create an account
2. Go to your dashboard
3. Click Become a Vendor
4. Fill in the required details

Once approved, you can create your shop and start selling.

Yes, vendor approval is required before you can start selling.

This helps maintain quality and trust on the platform.

You will be notified once your application is approved.

After vendor approval:

1. Go to your dashboard
2. Select Create Shop
3. Enter your shop details (name, description, etc.)

Your shop will then be visible to customers.

To add products:

1. Go to your vendor dashboard
2. Click Add Product
3. Enter product details (name, price, description, images)
4. Save your product

Make sure your product information is clear and accurate.

You can add product variants such as size, color, or other options when creating or editing a product.

• Define attributes (e.g., Size, Color)
• Add available values (e.g., Small, Medium, Large)
• Create combinations as needed

This allows customers to choose the exact product they want.

When a customer places an order:

• You will receive a notification
• The order will appear in your vendor dashboard

From there, you can process and prepare the order for delivery.

Payments are handled through escrow:

• The customer pays at checkout
• The payment is held securely
• You receive payment after the order is delivered and confirmed

This ensures trust between buyers and vendors.

To withdraw your earnings:

1. Go to your vendor dashboard
2. Navigate to Wallet
3. Request a withdrawal

Withdrawals may require admin approval before processing.

If a customer requests a refund:

• The request will be reviewed
• You may be required to provide details or evidence
• A decision will be made based on the case

Funds remain in escrow until the issue is resolved.

Yes, you may cancel an order if necessary.

Common reasons include:

• Out of stock
• Unable to fulfill the order

Frequent cancellations may affect your vendor performance.

As a vendor, you are responsible for preparing and dispatching orders.

• Confirm the order
• Package the item securely
• Arrange delivery through your preferred method

Ensure timely delivery to maintain a good reputation.

There may be platform or transaction fees associated with selling.

These will be clearly communicated and may include:

• Service fees
• Payment processing fees

Please review vendor terms for full details.

The wallet is where your funds are stored on the platform.

• Buyers use it to track payments and refunds
• Vendors use it to view earnings

All transactions are recorded for transparency.

Escrow is a secure system that protects both buyers and vendors.

• The buyer pays for an order
• The funds are held securely in escrow
• The vendor delivers the order
• Funds are released after delivery is confirmed

This ensures safe and fair transactions.

Payment is released when:

• The buyer confirms delivery, or
• A set confirmation period passes without dispute

This ensures that vendors are paid only after successful delivery.

Yes, you can view all your transactions in your wallet.

This includes:

• Payments
• Refunds
• Earnings (for vendors)
• Withdrawals

If a refund is approved:

• The funds are returned from escrow to the buyer
• The vendor does not receive the payment

This protects buyers in case of issues with their order.

Vendors can request withdrawals from their available balance.

• Only funds that have been released from escrow can be withdrawn
• Pending or disputed funds cannot be withdrawn

Your available balance is the amount you can withdraw.

• It excludes pending or locked funds
• It includes only completed and released payments

Funds may be pending because:

• The order has not been delivered yet
• The buyer has not confirmed delivery
• The confirmation period has not passed

Funds will be released once the process is complete.

If a dispute is raised:

• The funds remain in escrow
• Both parties may provide evidence
• The support team reviews the case

A fair decision will be made before funds are released or refunded.

Yes, escrow ensures your money is secure.

• Buyers are protected until they receive their order
• Vendors are guaranteed payment after successful delivery

This system builds trust between both parties.

Withdrawal processing times may vary.

• Requests may require admin approval
• Processing may take a few hours to a few business days

You will be notified once your withdrawal is completed.

No, vendors can only withdraw up to their available balance.

This ensures accurate and secure fund management.

If the platform is not loading correctly:

• Check your internet connection
• Refresh the page
• Try a different browser or device

If the issue continues, it may be a temporary system issue. Please try again later.

If you are unable to log in:

• Check your email and password
• Ensure Caps Lock is off
• Try resetting your password

If the issue persists, contact support.

If your payment fails:

• Check your account balance
• Ensure your payment details are correct
• Check your network connection

You can retry the payment or use another payment method.

If you did not receive a Mobile Money prompt:

• Confirm your phone number is correct
• Ensure your phone is connected to the network
• Wait a few moments and try again

If the problem continues, try another payment method.

If changes are not reflecting:

• Refresh the page
• Clear your browser cache
• Log out and log back in

This usually resolves temporary display issues.

If you encounter an error message:

• Take note or screenshot of the message
• Refresh the page and try again

If the error persists, contact support with the details.

If your order is not visible:

• Refresh your dashboard
• Check your payment status

If you were charged and still cannot find your order, contact support.

If you are unable to upload files:

• Check your file size
• Ensure the file format is supported (e.g., JPG, PNG)
• Try using a different browser

If search is not working as expected:

• Check your spelling
• Try different keywords
• Wait a moment and try again

Search results may update as you type.

If the platform is slow:

• Check your internet connection
• Close other apps or tabs
• Try again after some time

Performance may vary during peak usage times.

If you are not receiving notifications:

• Check your email preferences
• Check your Spam/Junk folder
• Ensure your contact details are correct

If you encounter any issue not listed here:

• Refresh the page
• Try again after some time

If the problem continues, contact support and provide details of the issue.