Selling online raises a lot of questions: How much is commission? When do I get paid? How should I pack a TV? What happens if I cancel an order? We have collected the answers in our Seller Resources hub. Here is a guided tour.
The Seller Resources hub
The hub groups resources into four areas.
Policies
- Seller Agreement: the core terms, including services provided, compensation, content rights, quality obligations and counterfeit policy.
- Returns and Refunds Policy: how returns work, including for third-party sellers.
- Sanction Policy: warnings, fines, suspensions and closures.
- Service Level Agreement (SLA): confirmation, shipping, support and payment standards.
- Closing Your Airsoko Store: What Happens to Your Data: retention periods and deletion.
Guidelines
- Finance Guidelines: payout methods (M-PESA, EFT, RTGS), weekly and monthly schedules, and banks not accepted.
- Commission Structure: the published commission rates and how they are deducted.
- Packaging Guidelines: packing rules for 19 product categories.
- Prohibited Products: what cannot be sold on Airsoko.
Getting started
Links to Start Selling and Create Seller Account, plus Shipping Options and Payment Options.
Seller support
A link to the Merchant Support Center at support.airsoko.com, plus contact details: [email protected] and 0115611777.
Which resource for which question?
- "How much will I earn per sale?" Commission Structure, plus the per-order commission and payout in your dashboard.
- "When will I be paid?" Finance Guidelines and the Payment Terms section of the SLA.
- "How fast must I ship?" Seller SLA.
- "How do I pack fragile items?" Packaging Guidelines.
- "What if a customer returns an item?" Returns Policy and the Aftersales section of your dashboard.
- "Can I sell this product?" Prohibited Products and the Seller Agreement.
- "What happens if I close my store?" The store closure data page.
Support channels
When you need a person, you can reach our team through the channels in our SLA:
- Phone: 0115611777.
- Email: [email protected].
- Help centre: support.airsoko.com.
- Live support through the seller portal.
We offer support from 8:00 AM to 8:00 PM EAT, Monday to Sunday, with response targets that depend on how urgent the issue is. Our Seller Agreement also covers a seller services helpline and a dedicated seller support team.
Inside the seller dashboard, the Support area includes an inbox, tickets and a knowledge base.
Tips for getting help quickly
- Check the relevant guideline first. Many answers are already written down.
- Include specifics such as order numbers, product names and dates.
- Use the right urgency. We treat platform access problems as critical under the SLA.
- Raise payment discrepancies early. Our SLA requires this within 30 days via the seller portal.
Stay up to date
Policies change. Our Commission Structure and Seller Agreement explain how we give notice of commission changes, and under the SLA we announce amendments via the seller portal and email. Each policy page shows a "last updated" date, so check back periodically.
A reading plan for new sellers
If you are just starting, read the resources in this order:
- Seller Agreement, to understand the relationship.
- Commission Structure and Finance Guidelines, to understand your money.
- Seller SLA, to understand deadlines.
- Packaging Guidelines, before your first shipment.
- Sanction Policy, to know what to avoid.
- Returns Policy, to know how customer returns work.
- Store closure data page, so you know what happens if you ever leave.
An hour spent on these saves many hours later.
An example
For example, say a new seller is unsure whether he can be paid by M-PESA for a large order. Instead of guessing, he checks our Finance Guidelines and sees that M-PESA payouts apply to sales below a stated amount, with bank transfers for larger sums. He adds a bank payout account before the next cycle, and his payout arrives without delay.
Using the in-dashboard Support area
Inside the seller dashboard, keep customer conversations and your support tickets with us organised. Close tickets once resolved, and use the knowledge base to answer common customer questions consistently.
The User Agreement too
Sellers are also users, so our general Terms page, which links the User Agreement, Seller Agreement and User-Generated Content and Media License, is worth reading.
Bookmark these pages
Keep the Seller Resources, Seller SLA, Finance Guidelines and Packaging Guidelines bookmarked on your phone and computer. When a question comes up during a busy day, the answer is one tap away.
Answers in one place
Our Seller Resources hub puts our agreements, guidelines and support channels in one place. Bookmark it and you will spend less time searching and more time selling.
Visit Seller Resources, or start selling on the Sell page.
