Help Center

Go to the Seller Dashboard (tap the 🛍️ icon in the bottom nav). Tap "+ Add Product", fill in your product name, price, category, description and photos, then tap Publish. Your listing goes live instantly and buyers across Kenya can find it. Complete your seller profile to get the Verified Seller badge — it increases trust and sales significantly.

At checkout, you'll see payment options: M-Pesa STK Push (recommended — a payment prompt comes to your phone, enter your M-Pesa PIN) or debit/credit card via IntaSend. STK Push is the fastest — funds are confirmed within seconds. You never need to send money manually.

Go to Profile → My Orders → select your order → tap "Track Order". If your order uses a SOKONI rider, you'll see them live on the map with their name, phone number and estimated arrival time. For self-arranged delivery, you'll get status updates when the seller dispatches.

First, tap "Contact Rider" or "Contact Seller" from your order screen to follow up. If there's no resolution within 24 hours, tap "Report a Problem" → "Order not delivered". Our dispute team will intervene and — if the order is confirmed as not delivered — you will be refunded. Refunds are processed once they are approved, and you can follow the status on your order.

In Seller Dashboard → tap your profile photo → Verification. Submit a clear photo of your National ID (front and back) and optionally your business registration documents. Our team reviews each submission and lets you know the result. Once approved, a blue ✅ badge appears on all your listings and your profile.

Tap the three-dot menu (⋮) on any listing or user profile → "Report". Choose the reason (e.g. "Fake listing", "Scam", "Counterfeit goods") and add any details. You can also submit evidence such as screenshots. Our moderation team reviews reports and acts on confirmed scams, including banning the accounts involved.

Our team reviews every dispute (wrong item, non-delivery, damage); cases involving fraud or large amounts take longer to investigate. You can submit evidence and send messages to the mediator at any time via the dispute chat. You'll be notified in the app as your dispute progresses.

Seller withdrawals are temporarily unavailable. Your earnings remain recorded in your wallet, and we will let you know in the app when withdrawals reopen. When they do, withdrawals are made from Seller Dashboard → Wallet → Withdraw. Make sure your M-Pesa number is verified in your payment settings.

Yes! Go to the Services section and tap "Register as a Provider". Set your services, hourly rate, consultation types and availability. Clients can discover, book and pay you directly through SOKONI. Professionals such as doctors, lawyers, tutors and consultants can also apply for a Verified Professional badge.

Payments are processed by IntaSend through SOKONI's own checkout, and an order is only marked paid once the payment is confirmed. Sellers go through an approval process before they can sell. If an order doesn't arrive or isn't as described, report it and our team will review it; approved refunds are processed and shown on your order. Every page is served over an encrypted (HTTPS) connection.