Find answers to common questions about buying, selling, and using M-Duka.
Frequently Asked Questions
How do I buy a product?
Choose a product and any available options, add it to your cart, and continue to checkout. For physical products, enter your delivery address and review the seller, stock, delivery charge and total before paying.
How are delivery areas and charges confirmed?
Check the delivery information on the product page. Enter your address at checkout to see available delivery options and charges. If coverage or an estimate is unclear, contact the seller or M-Duka support before paying.
What if a mobile-money payment is pending?
Check the order and payment status before starting another payment. Do not assume a delayed confirmation means the payment failed. Contact support with your order reference if money was deducted but the order is not confirmed.
What should I do if an item is damaged, incorrect or not delivered?
Keep your order reference and any relevant photos, and contact M-Duka support. Describe what happened so the order can be reviewed. Read the seller’s return terms before buying; support will explain the applicable next steps for your order.
How do I open a shop?
Register as a seller, complete your business details, enter your NIDA number, and submit readable images or PDFs of both sides of your card. Add your delivery areas and return policy. Track document decisions on the Seller verification page.
Why is my shop still awaiting approval?
Both NIDA sides must be submitted and approved. Open Seller verification to see missing documents or correction notes. Replace the affected document if requested. Approval is confirmed after review; submitting a form does not immediately activate a shop.
How do I publish a physical product?
After your shop is approved, open Products in your vendor dashboard. Add a name, SKU, category, description, price, available stock and at least one photo. Add known specifications and review any AI draft. Use the publishing checklist; switch Active off to save a listing that is not ready.
How can I contact support?
Use the Contact Us page for the current phone number, email and support hours. Include your order reference when asking about an order. Never send your password or payment PIN.