General Questions

Pakashop is Zambia's trusted, modern B2B2C online marketplace designed to connect buyers directly with local shops and registered merchants. We offer a safe, transparent, and secure shopping experience utilizing local payment methods and custom-tailored delivery systems across Zambia.

Yes! Pakashop is fully operational across Zambia. Whether you are in Lusaka, Ndola, Kitwe, Livingstone, Chipata, or Kasama, you can shop from anywhere and have items delivered directly to your location by our registered delivery agents.

Creating an account is simple and free! Click on the 'Sign Up' or 'Register' button in the top right corner. You can register as a Buyer using your name, email address, and active Zambian mobile number. If you are a merchant, you can apply to open a shop from your profile once registered.

Not at all! While we do support Visa and Mastercard, the vast majority of our customers shop securely using Mobile Money (MTN MoMo, Airtel Money, and Zamtel Kwacha). We have optimized our checkout process to be incredibly mobile-friendly.

We accept secure payments through MTN Mobile Money, Airtel Money, and Zamtel Kwacha via our payment gateway partner, PawaPay. We also support major credit/debit cards (Visa, Mastercard) via Flutterwave. All prices on our platform are processed in Zambian Kwacha (ZMW).

Yes, security is our top priority. We use industry-standard HTTPS encryption to protect all your personal and banking information. Furthermore, we comply fully with data privacy laws and never share your sensitive information with unauthorized third parties.

Multi-Factor Authentication (MFA) is an extra layer of security designed to verify your identity before accessing your account. Elevated roles—such as Shop Owners, Delivery Partners, and Platform Admins—are strictly required to use MFA to protect vendor funds, account balances, and sensitive logistical operations from unauthorized access.

Elevated role users are guided through a mandatory MFA setup wizard during their first login. You can choose to configure Google Authenticator (TOTP), SMS verification via Twilio Verify, or a one-time passcode (OTP) sent to your registered email address. This ensures that even if someone guesses your password, they cannot breach your account.

If you know your current password, you can change it under Account Settings. If you have forgotten it, click on 'Forgot Password' on the login screen, enter your registered email address, and we will send you a secure password reset link.

Our support team is available to assist you via email at support@pakashop.store, or by using the live chat interface on our website. You can also reach out to us on our social media handles or contact our dedicated helpdesk hotline at +260 (970) 000-000.

No, there are no membership or account fees for buyers. You only pay for the cost of the products you purchase (which are fully inclusive of the statutory 16% Zambian VAT) plus a transparent delivery fee calculated at checkout based on your location and distance.

You can update your default delivery address and phone number in your Profile Dashboard under 'Settings'. You can also edit your contact and location details directly during the checkout process before completing a payment.

If your account is locked due to multiple failed login or MFA verification attempts, please wait 15 minutes for the security lockout to cool down. If the problem persists, use the 'Forgot Password' flow or contact support@pakashop.store for manual identity verification and account recovery.

The Pakashop website is built with a state-of-the-art responsive, mobile-first design, providing a seamless app-like experience directly from your smartphone's browser. Dedicated Android and iOS applications are currently in development and will be released on the Google Play Store and Apple App Store in the near future.

If you wish to close and permanently delete your Pakashop account, navigate to your Profile Dashboard, click on 'Delete Account', and follow the step-by-step instructions. Please note that deleting your account will erase all order history, saved addresses, and active profiles permanently.