Help Center
Answers on orders, delivery, payments, selling and account security. If your question is not here, our team is one message away.
Orders and delivery
Every order you place is tracked from the moment the seller accepts it until it is delivered. You can follow the current status from My Orders, and each order page shows the full history.
- Delivery is available across Dar es Salaam, Arusha, Dodoma, Mwanza and other major Tanzanian towns.
- The delivery fee is calculated from your saved delivery location and shown before you pay.
- If an order is still Pending after 24 hours, message the seller from the order page.
Payments
Sokopana supports mobile money and card payments through a regulated payment partner. Card details are never stored on our servers — they are entered on the payment provider’s secure page.
- M-Pesa, Mixx by Yas (Tigo) and Airtel Money are supported for buyers and sellers.
- You receive a prompt on your phone to authorise each payment; Sokopana never asks for your PIN over chat or phone.
- If a payment succeeds but the order does not appear, wait two minutes and refresh My Orders before contacting us.
Buying from a seller
Sokopana lists both retail stores and wholesale suppliers. Retail stores sell to you directly. Suppliers publish wholesale prices that dropshippers and bulk buyers purchase at.
- A Verified badge means the store has completed our KYC checks and identity verification.
- Product prices and availability are set by each seller and can change at any time.
- Keep all conversation and payment inside Sokopana so we can step in if something goes wrong.
Selling on Sokopana
Anyone can open a store. Complete seller verification to unlock wholesale pricing, supplier obligations and higher payout limits.
- Seller verification requires a business or personal ID and a phone number you can receive a code on.
- Fees and pricing are listed in full on the seller fees page before you publish anything.
- Payouts are made to your registered mobile money number or bank account.
Account and security
Your account is protected by a password you choose and, where enabled, a verified email address. Sign in from a device you control and sign out on shared hardware.
- Never share your password. Sokopana staff will never ask for it.
- If you suspect someone else has used your account, change your password immediately and contact us.
- Your wishlist and delivery addresses are tied to your account, so use the same sign-in on every device.
Still stuck?
Send us the order number and what you expected to happen. The more context you give, the faster we can settle it.