Delivery is where online promises meet real life. A clear, realistic shipping setup keeps customers happy, avoids cancellations and protects your store's standing. This guide explains your options and how to configure them in our seller dashboard.
Screen names come from the seller dashboard at admin.airsoko.com and may change over time.
Step 1: Choose how you will fulfil orders
We offer two methods, set out on our Shipping Options page:
- Airsoko FBA (Fulfilment by Airsoko). We handle storage, packaging and delivery. This is currently available for deliveries within Kenya. You will also see this service called Airsoko Fulfillment Services (AFS).
- Self Shipping (by seller). You package and ship orders directly to customers, and you are responsible for accurate shipping information and timely delivery.
You can mix both. You choose which products to send to AFS and which to ship yourself.
What self-shipping commits you to
Under our Seller Agreement, sellers who list products agree to be liable for shipping to the customer using their preferred carrier, and to handle returns through their preferred logistics provider or as agreed with the customer. Our Seller SLA requires self-shipping sellers to ship within 2 business days of order confirmation, with a maximum delivery time of 7 business days, and to communicate delays.
Our Sanction Policy also requires merchants with self-fulfilment access to set appropriate delivery fees.
Step 2: Add your store location
- In our seller dashboard, go to Settings > Locations.
- Add a location with its name and address.
- Turn on Fulfil online orders from this location if you ship from there. The help text explains that inventory at this location is then available for sale online.
Step 3: Create a delivery profile
- Go to Settings > Shipping.
- Under Shipping profiles, create a new profile.
- Give it a Profile name that describes the group of products and rates, for example "Small parcels" or "Bulky appliances".
- Add the products that belong to this profile and set the rates.
- Save.
Separate profiles are useful when some products are much heavier or bulkier than others.
There is also a Preferred carriers (ops only) field for your team's reference. Its help text says it is not shown to customers.
Step 4: Set up local delivery or local pickup
The Shipping settings include Local delivery and Local Pickup sections tied to your locations. Use them if you deliver nearby yourself or let customers collect orders.
Step 5: Set your delivery time
Under Delivery time, enter your processing and delivery time. There is an option to use processing time to show delivery dates at checkout, so shoppers see realistic dates.
Be honest. A slightly longer estimate you always meet is better than a fast one you often miss.
Step 6: Packages and packing slips
The Shipping settings also include Packages, for saving the box sizes you use, and Packing slips. Follow our Packaging Guidelines for each product category.
Step 7: Set fulfilment on each product
In each product's form, under Fulfillment & storage, choose whether it is self-shipped or fulfilled through AFS, and enter its weight. Our product pages show shoppers who ships the item, for example "Shipped by seller".
Step 8: Test from the shopper's side
Open one of your products on www.airsoko.com, choose a delivery location under Ship To and check the delivery estimate and fee. Try a nearby and a distant location.
Tips for reliable delivery
- Confirm orders within 24 hours, as our Seller SLA requires.
- Keep packaging supplies stocked so you never delay an order for a box.
- Add tracking numbers to orders so customers can follow them on the Track page.
- Review delivery fees regularly as courier costs change.
- Consider AFS for best sellers if packing is slowing you down.
An example: setting delivery fees
For example, say a home goods seller in Nairobi creates two profiles: "Small items" for cushions and kitchen tools, and "Bulky items" for shelves and storage units. She sets lower rates for small items and higher rates for bulky ones, reflecting what her courier charges. She enables local pickup for customers near her shop, and sends her fastest-selling storage boxes to AFS. Her delivery fees now match her real costs, and customers see sensible estimates.
The right model, honest settings
Good shipping setup is a mix of the right model and honest settings: choose self-shipping, AFS or both, add your location, create delivery profiles, configure local options and set realistic delivery times. Then test it like a customer would.
Configure shipping in admin.airsoko.com, or explore Airsoko Fulfillment Services.
