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Frequently Asked Questions

Sokoni Mall · sokonimall.com

What is Sokoni Mall?

Kenya's prepaid marketplace for brand new and pre-loved fashion and lifestyle items. Shop on the website or WhatsApp — pay upfront, track with SKN-####, and get escrow protection until delivery.

How does shopping on WhatsApp work?

No app or account needed. Message Sokoni Plug on +254 117 422 428 in English, Kiswahili, or Sheng. Search the local catalog, place a prepaid order, pay via M-Pesa, and track in the same chat.

Do I pay on delivery (COD)?

No. Sokoni is 100% prepaid. You pay the full item price upfront before dispatch. Funds stay in escrow until delivery is confirmed — then the seller is paid.

How do I pay?

After ordering you'll get an SKN-#### reference. Pay via M-Pesa STK push (enter your PIN when prompted). Reply paid in chat if you need us to verify a confirmation code.

Which M-Pesa number should I pay?

Use the M-Pesa STK prompt from WhatsApp or checkout on sokonimall.com — never send money to personal numbers or riders. Always verify your SKN-#### on WhatsApp before paying.

What is escrow protection?

Your payment is held by Sokoni until the item is delivered and confirmed. If something goes wrong (wrong item, not as described), contact us within 48 hours — eligible prepaid orders may qualify for refund from escrow.

How do I track my order?

Every order gets an ID like SKN-1002 (each cart line SKN-1002-1). Older SK-#### IDs still work. Track on sokonimall.com/track.html or type your order number / track in WhatsApp for the live shipment timeline (label → hub → in transit → delivered).

Can I buy international items (AliExpress, Temu, Amazon)?

No. Sokoni lists local Kenya inventory only — brand new and pre-loved items from sellers on our platform. We do not route to overseas marketplaces or handle import duties.

How do I sell on Sokoni?

Go to sokonimall.com/suppliers/list — upload 1–4 photos, add title, price, and condition, then post. Listings can go live instantly and are subject to moderation. Sellers drop off at a hub with an SK label; payout releases after confirmed delivery.

What offers or discounts are available?

During beta, use code SOKONI3 in WhatsApp chat for up to 3% off eligible prepaid orders. Promotional caps may change — we will never ask for deposits or fees on top of the listed price.

How do I contact support?