Returns & Refunds

SellAfrrik provides a smooth, automated returns and refund process to protect both customers and vendors. Vendors participate by inspecting returned items and refunding via Afrrika Pay Wallet, while SellAfrrik manages system updates and notifications.

How to Manage Returns in Your Vendor Dashboard

To handle returns, log into your Vendor Dashboard. Use the menu to navigate to Manage Returns and access the following sections:

• Return Requests – View all new return requests submitted by customers.
• Receive Returned Items – Confirm receipt of returned items from SellAfrrik.
• Pay Returns – Refund customers via Afrrika Pay Wallet.
• Completed Returns – Review all returns you have completed.
• Return Payment History – Track refunds made and view transaction records.

Follow these menus step by step to ensure returns and refunds are processed correctly and on time.

1. Eligibility for Returns

• Customers can initiate returns within 15 days of delivery.
• Items must be unused, with original packaging, tags, and accessories intact.
• The order must show Delivered status in the system.

2. Non-Returnable Items

• Gift cards
• Personalized or custom-made items
• Perishable goods (food, flowers)
• Items damaged due to misuse
• Opened or used digital products, software, or downloads

3. Initiating a Return

• All returns are initiated by the customer via the Orders page.
• Customers provide a mandatory reason and submit the request; system status shows Pending.
• Vendors are notified automatically of all return requests.

4. Return Process

• Customer delivers the item to the nearest delivery agency or pickup station.
• Delivery agency forwards the item to SellAfrrik.
• SellAfrrik ships the returned item to the vendor.
• Vendor inspects the item and confirms receipt in the system.
• Vendor refunds SellAfrrik via Afrrika Pay Wallet.
• SellAfrrik refunds the customer automatically; all transactions are recorded in real time.

5. Refunds

• Refunds are issued to the original payment method via Afrrika Pay Wallet.
• Refunds may take up to 7 business days depending on banks or payment providers.
• Delivery fees are non-refundable, except for defective or incorrect items.

6. Exchanges

• Exchanges must follow the return process first, then a new order can be placed.
• Direct exchanges are not processed.

7. Damaged or Faulty Items

• Contact customer support within 48 hours of delivery.
• Provide photos or evidence of damage or defect.
• SellAfrrik arranges a replacement or full refund based on your choice.

8. Time Limits

• Returns must be initiated within 15 days of delivery.
• Returned items must reach the pickup station within 5 days of initiating the return.
• Failure to meet deadlines may result in cancellation of the return request.

9. Customer Responsibilities

• Securely package items in original condition.
• Follow system instructions for return and delivery.
• Provide accurate order and contact information.

10. Vendor Responsibilities

• Inspect returned items promptly upon receipt from SellAfrrik.
• Refund SellAfrrik through Afrrika Pay Wallet if the return is valid.
• Do not initiate system status updates — SellAfrrik manages all order lifecycle changes.
• Maintain records of returned items and refund transactions.

11. SellAfrrik Responsibilities

• Manage order lifecycle and return status updates in the system.
• Coordinate with delivery agencies, vendors, and customers.
• Ensure timely notifications to all stakeholders.
• Process customer refunds automatically once vendor confirms the return.

12. Contact Us

For questions about returns or assistance, email customersupport@sellafrrik.com.

Summary Table

Party	Responsibilities
Vendor	Inspect returned items, refund SellAfrrik via Afrrika Pay Wallet, maintain records. No lifecycle updates. Use Manage Returns menu to process returns.
SellAfrrik	Manage return statuses, coordinate with delivery agencies and vendors, update order lifecycle, process customer refunds.
Delivery Agency / Pickup Station	Forward returned items to SellAfrrik, coordinate returns with customers, handle door deliveries if requested.
Customer	Initiate returns via system, deliver items to pickup station or request door delivery, follow instructions, provide accurate info.