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), M-Pesa Paybill, 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'll receive a full refund within 1–3 business days.

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 submissions within 24–48 hours. 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 all reports within 24 hours. Confirmed scam accounts are banned immediately.

Standard disputes (wrong item, non-delivery, damage) are resolved within 48–72 hours. Complex cases involving fraud or large amounts may take up to 7 days. You can submit evidence and send messages to the mediator at any time via the dispute chat. You'll receive SMS and app notifications at every stage.

Go to Seller Dashboard → Wallet → Withdraw. Enter the amount (minimum KES 100) and your M-Pesa number. Funds arrive in your M-Pesa within 30 seconds during business hours. Withdrawals from 11 PM to 6 AM are processed the next morning. 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.

SOKONI uses escrow for all transactions — your money is held safely until you confirm delivery. We verify sellers before they can list, moderate all listings for quality, have a 48-hour dispute resolution service, and provide refunds for orders that don't arrive or are not as described. All payments use 256-bit encryption.