Get in Touch
Contact details
- Email: support@afreecart.com (we reply within 24 hours)
- Phone: +234 707 707 2253 (Mon–Fri, 9am–9pm WAT)
- Live chat: in-app messaging, available 24/7
- Business hours: Mon–Fri 9am–9pm WAT, Sat 10am–4pm WAT, Sunday closed
Orders — frequently asked questions
How do service, hire and Buy For Me orders work?
They follow the same rules and protections as product orders, with a few differences. Services and hire orders aren't shipped: the seller marks the work as done, the order shows Work Done, and you tap Confirm Work Done (or payment is released automatically 7 days later if you don't report a problem). Hire and Buy For Me orders start as Confirmed once you accept a proposal and pay, and you complete or cancel them from the request's page; the request and its order always change together. Buy For Me orders are shipped to you like product orders. For any of them, you can report a problem on the order once the seller has confirmed it.
How do I track my order?
Go to Profile → Order History and tap the order. Its status updates live while you're on the page: Pending, Confirmed, Shipped, Delivered and Completed. You'll also get a notification at each step, and tapping it opens the order. Once the seller ships, any tracking details they add appear on the order.
What do the order statuses mean?
Pending: paid, waiting for the seller. Confirmed: the seller has accepted it. Shipped: on its way. Delivered: the seller says it has arrived. Work Done: for a service or hire order, the seller says the work is finished. Completed: you confirmed receipt (or 7 days passed after delivery) and the seller has been paid. Under Review: a problem was reported and Afreecart is looking into it. Cancelled: the order was cancelled; the page shows who cancelled it, when and why. Payment Failed: the payment couldn't be confirmed.
Can I cancel an order?
Yes, while it's Pending or Confirmed: open the order and tap Cancel Order. Once it has shipped it can't be cancelled; if there's a problem, use Report a Problem instead. If you've released part of the payment to the seller early, you can't cancel yourself either; report a problem and Afreecart will review it. Refunds go back to your original payment method.
Something is wrong with my order. What do I do?
Open the order and tap Report a Problem any time after the seller has confirmed it, including service, hire and Buy For Me orders. Describe what happened (missing, damaged, wrong or not as described). The order goes Under Review and the seller isn't paid while Afreecart looks into it. Report it before the order completes, which happens automatically 7 days after it's marked delivered. You'll be notified of the outcome, and Afreecart's note appears on the order.
Can I return an item?
Afreecart doesn't handle returns at the moment. If an item is damaged, wrong or not as described, use Report a Problem on the order before it completes (within 7 days of delivery). Afreecart reviews it and, if the order is cancelled, you're refunded to your original payment method. You can also message the seller from the order to sort things out.
Can I share an order?
Yes, tap the share icon on the order. The link only opens for you and the seller of that order; anyone else who gets it can't see it.
Payments — frequently asked questions
What payment methods are accepted?
Payments are made securely through Flutterwave: card, bank transfer and USSD. The checkout shows your total, including "Tax and other fees", before you pay.
When does the seller get paid?
Afreecart holds your payment until the order is completed. That happens when you tap Confirm Receipt on the order, or automatically 7 days after the seller marks it delivered (or the work done) if you haven't reported a problem. For services, the button is Confirm Work Done. Confirming can't be undone, so check your order first.
How do I release payment to sellers?
Product orders: open the order and tap Confirm Receipt once you've received it. Service orders: tap Confirm Work Done once the work is finished. Hire and Buy For Me requests: mark the request as completed from its detail page, which completes its order. Either way, the seller is paid and notified straight away. If you do nothing and don't report a problem, payment is released automatically 7 days after delivery.
Can I pay the seller part of the money before delivery?
Yes. Once the seller has confirmed your order, tap Release Part of Payment on the order and choose a percentage. It can be up to 90% in total, in one go or in steps, and the rest is paid when the order completes. This helps sellers who need funds to fulfil your order. Afterwards you can't cancel the order yourself; if something goes wrong, report a problem so Afreecart can review it.
My connection dropped after I paid. Is my order lost?
No. After Flutterwave closes, the app confirms your payment and places your order, so keep the app open while it says "Confirming your payment". If your connection drops, the app saves your payment and finishes placing the order automatically once you're back online, or the next time you open the app. If the order still hasn't appeared, contact Support with the reference shown.
How do refunds work?
When a paid order is cancelled (by you, the seller, or by Afreecart after reviewing a problem), you're refunded to the payment method you used. The time it takes to arrive depends on your bank or payment provider.
Shipping — frequently asked questions
How do I approve and pay a shipping quote?
Open the ship request once it's quoted and tap Approve Quote, then pay through Flutterwave. Only the person paying for delivery (the sender or the receiver, chosen when the request was created) sees this button. After payment, the request shows "Quote paid" and both of you are notified. The package is dispatched after that.
Can I ask for a different shipping quote?
Yes, before it's paid. On a quoted ship request, tap Request Changes, pick a reason (for example "Price is too high" or "Wrong weight or dimensions") and add details if you like. Afreecart reviews it and sends a revised quote; the other party is notified too. A quote that has already been paid can't be changed.
How does the Ship Request work?
Create a Ship Request with the package details, origin and destination, and choose who pays for delivery: you or the receiver. Afreecart then sends you instructions for getting your package to us. Within 24 hours of the package arriving, Afreecart sends the final quotation to whoever pays. Once the quote is paid, the package is dispatched and Afreecart adds tracking and a delivery estimate. Only you and the receiver can see the request.
Are shipments insured?
Packages up to $1,000 sent through a Ship Request are automatically insured.
How long does shipping take?
It depends on the origin and destination: typically 2–5 days locally and 5–14 business days internationally. For store orders, the seller ships the item and updates the order to Shipped. For Ship Requests, the delivery estimate appears once Afreecart has quoted it.
Account — frequently asked questions
Can I edit or delete a chat message?
Yes. Long-press a message to copy it. For messages you sent, you can also edit or delete them. Edited messages show "edited", and a deleted message disappears for both of you and shows "This message was deleted".
How do I change my password?
Go to Profile → Privacy & Security → Change Password. If you've forgotten it, tap Forgot Password on the sign-in screen and follow the link we email you.
How do I verify my email?
When you sign up we send you a confirmation link, and you need to open it before you can sign in. You can check your status in Profile → Edit Profile: if your email isn't verified yet, tap Verify to get a new link.
Why did I get a sign-in alert email?
We email you when your account is signed in to, so you'll know if it wasn't you. If you don't recognise the sign-in, change your password straight away and contact Support.
Selling — frequently asked questions
When should I mark an order as delivered?
Only once the buyer has actually received it. For service and hire orders there's no shipping: tap Mark Work as Done only once you've completed the work. Marking an order delivered starts the buyer's 7-day window, after which your payment is released automatically. False delivery claims break Afreecart's terms and can lead to the order being refunded, your account being suspended and your earnings being forfeited.
How do I become a seller?
Switch to Seller Mode from your Profile page and set up your store with a name, banner and category. You can then list products and services. In Seller Mode, your Profile and Order History only show orders your store has sold.
How do my earnings and withdrawals work?
When a buyer pays, your share (the items' price less Afreecart's service fee) shows as pending. It moves to your available balance when the order completes, or earlier if the buyer releases part of the payment. Earnings released in the last 3 days can't be withdrawn yet, to protect against fraud. The minimum withdrawal is $10 or the equivalent, and a withdrawal fee may apply.
What happens if a buyer releases payment early?
You're notified, and the amount goes straight to your available balance (the usual 3-day hold still applies before you can withdraw it). If the order is later cancelled, by you or by Afreecart after a review, the released amount is taken back from your balance. If you've already withdrawn it, your balance may go below zero until it's covered.
What happens if a buyer reports a problem?
The order moves to Under Review and your payment for it is held while Afreecart reviews it. You'll see the buyer's comment on the order and be notified of the outcome: either you're paid, or the order is cancelled and the buyer refunded.
How do I promote a product or service?
Open the product or service from your store and tap Promote (bottom right). You'll see the promotion fee in your currency: a small fixed amount set in US dollars. Pay through Flutterwave and it's promoted straight away. Promoted listings show alongside the flash deals on the Home and Shop screens, marked "Promoted", so more buyers see them. The fee is only for promotion: buyers never pay it, and it's never taken from your sales or withdrawals.
How long does a promotion last?
14 days from payment. While it's running, the button on your listing shows "Promoted · until" the end date. When it ends, the listing goes back to normal and you can promote it again. The fee isn't refundable once the promotion has started.
Can I sell from outside Africa?
Yes! Afreecart welcomes African diaspora sellers worldwide. You can set up your store from any location and connect with buyers globally.
Safety — frequently asked questions
How do I report a user?
In a chat, open the menu at the top and tap Report to report the conversation to our team. For a problem with an order, use Report a Problem on the order. You can also contact Support directly.
Is my personal information safe?
Other users only see your public profile, such as your name, photo and country. Your email, phone number, addresses and bank details stay private. The buyer and seller of an order only see what's needed to fulfil it, such as the delivery address. Payments are checked on our servers, and your card details go only to Flutterwave, never to Afreecart or the seller.
Why do some items say "Promoted" or "Flash"?
"Flash" means the item is on a flash sale: a discounted price for a limited number of units. "Promoted" means the seller paid to show it more prominently for a while. Neither is an endorsement by Afreecart, and you're protected the same way whichever you buy: pay through the app, and report a problem if something goes wrong.
How do I avoid scams?
Always pay through the app, never directly to a seller. Afreecart will never ask for your password, card details or one-time codes, in chat, by email or by phone. Our notifications about your orders come from the app or our official email addresses. If something looks wrong, report it.
