Buyer Guide

You can find products by using the main search bar at the top of any page to type in product names, brands, or keywords. Alternatively, you can browse through our high-density category menus or use our advanced filters on the sidebar to narrow down items by price, brand, and rating.

Once you find an item you love, simply select your desired quantity or product options (such as size or color) and click the primary 'Add to Cart' button. A slide-out cart sidebar will appear, confirming the item has been added, and displaying your current subtotal.

Yes! Pakashop's robust unified cart allows you to add products from different registered shops at the same time. During checkout, our system will automatically group your items by merchant and compute consolidated shipping fees, so you can pay for everything in one transaction.

Once you are ready, click on the shopping cart icon at the top right of your screen and select 'Checkout'. You will be guided through a secure 3-step checkout page where you will review your items, enter your delivery address, select a payment method, and authorize your payment securely.

You must provide a valid delivery address (including city and district), the full name of the recipient, and an active Zambian mobile phone number (MTN, Airtel, or Zamtel) that can receive mobile money prompt alerts or SMS status updates.

Select MTN Mobile Money at checkout and enter your active MTN number. Once you click 'Complete Payment', a secure USSD push prompt will be sent directly to your phone. Type in your MTN MoMo PIN to authorize the payment. Do not close the checkout page until the screen redirects and confirms the transaction is successful.

Select Airtel Money, input your active Airtel number, and click proceed. A push notification will appear on your phone asking you to enter your Airtel Money PIN. After confirming, the payment will be debited in real-time, and Pakashop will immediately update your order status to 'Paid'.

Choose Zamtel at checkout and input your Zamtel mobile number. Check your mobile device for the prompt, enter your security PIN to confirm the ZMW deduction, and wait a few seconds for our system to receive the real-time confirmation from Zamtel via PawaPay.

Yes, we accept major credit and debit cards. Select the 'Card Payment' option at checkout. You will be securely redirected to our Flutterwave checkout gateway, where you can safely enter your card details and complete the 3D-Secure verification required by your bank.

Absolutely! Pakashop employs a secure Delayed Settlement Model (fully compliant with Bank of Zambia regulations). When you pay, your funds are safely held in escrow by our licensed payment provider. The merchant does not receive the money until you physically receive the items and authorize delivery using your unique 4-digit PIN.

Once payment is verified, your order status updates to 'Paid'. The seller is immediately notified to pack your items, and a delivery agent is assigned. You will receive an SMS containing a unique 4-digit Delivery PIN. Keep this PIN safe and do not share it until your package is delivered.

You will receive an immediate confirmation email and a mobile SMS showing your order receipt, ZMW total, delivery address, and estimated delivery timeline. You can also view all real-time updates inside your Profile dashboard under 'Order History'.

Deliveries are handled by our verified network of professional delivery agents and licensed courier companies. Depending on your location and selection, agents will transport your items using motorcycles or delivery vans directly to your doorstep or designated pickup point.

When the delivery agent arrives with your package, inspect the items carefully. If you are satisfied with the condition of your order, give the agent your unique 4-digit Delivery PIN (sent to you via SMS when you purchased). The agent will enter this PIN into their app, which instantly releases the held escrow funds to the merchant and closes the delivery task.

If you are not available when the agent arrives, they will call you to reschedule or arrange a drop-off with a trusted neighbor or building receptionist. If an agent is unable to reach you after multiple attempts, the package is safely returned to the merchant's location, and you will be contacted by our customer support.

Yes, you can track the status of your order in real-time. Navigate to 'My Orders' in your account dashboard. You will see exact stages: 'Paid', 'Processing', 'Out for Delivery', and 'Delivered'. When the agent is out for delivery, you will also see their contact number.

If you receive an incorrect, defective, or significantly mismatched product, you have 24 hours to initiate a return request from your dashboard. Because our delayed settlement model holds payment in escrow, notifying us immediately ensures that merchant payout is paused while our dispute team reviews the case.

If a refund is approved by our support team (e.g. if the item is returned, damaged, or not sent), the funds held in escrow are immediately credited back to your original payment method. Mobile money refunds (MTN, Airtel, Zamtel) are deposited directly back into your mobile wallet within 24 to 48 hours.

Do not share your 4-digit Delivery PIN with the agent if the package is empty, damaged, or incorrect. Reject the delivery and contact Pakashop Customer Support immediately. Since your money remains safe in our secure escrow wallet, we will open a dispute and refund your payment once the damage is verified.

You can click on the store name from the product detail page to visit the merchant's profile, where you can view their business details and use our 'Message Merchant' live chat feature to ask questions about specific items, stock availability, or preparation times.