Quick customer actions
Track an order
Use your order ID and checkout phone number to check payment, delivery and tracking status.
Order ID + phone
Submit support request
Report delivery, payment, product, cancellation or refund issues linked to an order.
Customer support
Returns and refunds
Read the basic return, refund and order issue process before submitting a request.
Policy
Contact support
Find SokoYetu Mtaani support contact details for customer, order and seller enquiries.
Support
Marketplace help topics
Frequently asked questions
Answers to common questions about buying, checkout, delivery and account use.
FAQ
Seller policy
Understand seller responsibilities, listing quality, fulfilment and product accuracy.
Sellers
Privacy policy
Learn how customer and order information is handled on SokoYetu Mtaani.
Privacy
Terms of service
Read the rules for using the SokoYetu Mtaani marketplace.
Terms
Data protection
Review customer data handling and protection commitments.
Data
Secure checkout
Return to checkout if you already have items in your cart.
Checkout
Common questions
How do I track my order?
Open the order tracking page and enter your order ID together with the phone number used at checkout. This helps protect customer privacy.
What should I do if M-PESA payment fails?
Confirm that your M-PESA line has enough balance, then retry checkout. If the issue continues, submit a support request with your order number and phone number.
How do I request a refund?
Use the support request page and choose refund request. Include your order ID, checkout phone number and a clear explanation of the issue.
Can sellers publish products automatically?
During soft launch, seller and product approval should remain under admin review so that product details, images, availability and delivery readiness are checked.
Support note
For order help, always include your order number and the phone number used at checkout. For general support, contact SokoYetu Mtaani@gmail.com.