Here are some common questions and answers about using SafeDeal. If you have any other questions, feel free to contact our support team.
A: SafeDeal acts as a secure middleman. Buyers send payment to SafeDeal, the seller ships the item, and payment is released once the buyer confirms receipt.
A: You pay using M-PESA via STK Push. Once paid, the money is held securely in escrow until the item is delivered and confirmed.
A: If delivery fails or the item is not as described, the buyer can open a dispute. Engage with the seller to resolve the issue. If unresolved, SafeDeal will review the case and may refund the buyer based on evidence provided.
A: SafeDeal charges a 5% escrow handling fee on each transaction, deducted from the seller’s payout. There are no listing fees.
A: If the buyer doesn't mark the item as delivered within 24 hours of delivery, fines may apply. After 48 hours, SafeDeal will automatically release the funds to the seller.
A: Reversals are only considered if requested before funds are released from escrow. Once released, SafeDeal cannot reverse them. All reversal-related costs (e.g., M-PESA fees) are paid by the buyer.
A: Only confirmed Premium Sellers may list refurbished items. Second-hand items are allowed, but buyers are encouraged to inspect them thoroughly before confirming delivery.
A: Payments are released to your M-PESA account once the buyer confirms the item has been received and is satisfactory, or automatically after 48 hours if unconfirmed.
A: Sellers are required to update tracking details. You can view these in your dashboard under View Details. You'll also receive updates by email or SMS.
A: You can request cancellation before shipment. After shipment, cancellation depends on the seller’s policy and SafeDeal’s dispute review.
A: SafeDeal encourages buyers and sellers to communicate directly and try to resolve any issues first through the in-platform chat. However, if no agreement is reached, you can escalate the matter by contacting our support team through the Support button on your dashboard.
Once a dispute is submitted, our team will review the case — including messages, item details, and any supporting evidence — and provide a resolution within 72 hours.
A: Upload your national ID (front view) and a clear profile picture after activating your account. To do this, go to the "Update Profile" section on your dashboard. Once uploaded, our team will review the items and notify you of the approval status within 72 hours.
A: Yes, buyers can use SafeDeal as guests through secure links shared by sellers. However, having an account gives you better control and access to support.
A: SafeDeal works across Kenya. Sellers specify their delivery zones, and buyers can check before proceeding with a transaction.
A: Click “Forgot Password” on the login page. You'll get a reset link sent to your email to regain access.