Frequently Asked Questions

Use the search bar at the top of any page, or browse by category. You can filter by price, location, rating, and seller type. SOKONI also has a recommendation engine that surfaces products based on your interests.

Add items to your cart, go to checkout, confirm your delivery address, choose a payment method (M-Pesa recommended), and complete payment. You'll receive an SMS and email confirmation immediately.

Yes. SOKONI uses payment escrow — your money is only released to the seller after you confirm receipt or after the dispute window closes. Sellers are verified before listing. All transactions are SSL-encrypted via IntaSend. See our Payment Security page.

Yes. Your cart can hold items from multiple sellers. Each seller's items will be grouped, and you'll receive separate tracking for each seller's fulfilment.

Look for the Verified Seller, Verified Business, or SOKONI Pro badge on seller profiles. Verified sellers have passed SOKONI's identity checks. You can also check the seller's rating, reviews, and time on platform.

SOKONI accepts: M-Pesa STK Push (recommended — instant, secure), M-Pesa Paybill, and debit/credit cards via IntaSend. All cards must have 3D Secure enabled. Cash on delivery is available for selected areas and sellers.

When you select M-Pesa at checkout, an STK Push prompt is sent to your phone automatically. Enter your M-Pesa PIN to confirm. The system detects your confirmation within seconds — you do not need to manually confirm on the SOKONI website. Payment is verified automatically.

This is rare. If it happens, do not pay again. Contact support@mysokoni.co.ke with your phone number and the transaction code from your M-Pesa message. We will investigate and either confirm your order or issue a full refund within 48 hours.

No. SOKONI shows a full price breakdown before you confirm payment — item total, delivery fee, any applicable platform fee, and total amount. What you see is what you pay.

Digital receipts are generated automatically after every successful payment. They can be downloaded as a PDF, printed, or emailed to you from your order history. Every receipt has a QR code for verification.

Same-day delivery is available for orders placed before 2:00 PM in Nairobi and selected areas. Standard nationwide delivery is 2–5 business days. Delivery times are displayed on every product page and confirmed at checkout.

Go to your Profile → My Orders → select the order → tap Track. If your order uses a SOKONI rider, you will see them live on the map with their name, phone, and estimated arrival. You'll receive SMS updates at key stages.

The rider will attempt to contact you. If you're unreachable, the order may be returned to the seller. Contact support within 24 hours to arrange redelivery at no extra charge (first redelivery is free).

Yes — SOKONI delivers to all 47 counties in Kenya through our logistics network and partner couriers. Delivery fees and times vary by location and are shown at checkout.

Yes. Most marketplace products have a 7-day return window from delivery. Items must be unused, in original packaging, with all accessories. Perishables, digital products, and certain categories are not eligible. See our full Returns Policy.

Go to Profile → My Orders → select the order → tap "Return Item". Describe the reason and upload photos if the item is damaged. Our team will review within 48 hours and arrange collection.

Refunds are processed within 5 business days of the return being received and approved. M-Pesa refunds typically reflect within 24 hours; card refunds take 3–7 business days depending on your bank.

Refuse delivery or photograph the damage immediately. Report via Profile → Orders → "Report a Problem". We will open a dispute and arrange a replacement or full refund within 48 hours. Do not discard packaging.

Visit mysokoni.co.ke/onboarding-seller. You'll need a valid phone number, national ID or business registration, and M-Pesa details for payouts. Verification takes 1–2 business days.

SOKONI charges a category-based commission on each completed sale (typically 5–15%). There are no listing fees for basic listings. Subscription plans are available for higher limits, priority placement, and advanced tools. See Seller Terms for full details.

Seller payouts are processed 48–72 hours after the buyer confirms receipt (or 7 days after delivery if no dispute is raised). Payouts go to your registered M-Pesa or bank account. You can track all earnings in Seller → Revenue.

Yes. SOKONI supports physical products, digital products, and services. Service providers register via Provider Onboarding and are displayed in the Services hub and relevant category pages.

Yes. SOKONI has built-in KRA eTIMS integration for registered sellers. When you complete KRA onboarding, every sale automatically generates a compliant eTIMS invoice. Contact sellers@mysokoni.co.ke for setup assistance.

SOKONI supports email/password, phone OTP, Google, Facebook, Apple, and Microsoft sign-in. Use the method you registered with. If you forget your password, tap "Forgot Password" on the login page.

Visit our Data Deletion Centre for self-service account and data deletion. Deletion is permanent and irreversible. All personal data is removed within 30 days as required by KDPA 2019.

You can browse products and services without logging in. To place orders, contact sellers, or access your purchase history, an account is required.

Go to Profile → Account Settings. For security, changing a phone number requires OTP verification on both the old and new number. Email changes require verification via a link sent to the new address.