When a buyer and a seller cannot resolve a problem between themselves, Solemate Africa mediates. This page explains the sequence, the timeframes we work to, and where to go if you're not satisfied with our decision.
Step 1 — Direct resolution with the seller
Every buyer can message the seller directly from the order page. Sellers commit to a 48-hour first response (excluding public holidays) under the Acceptable Use policy.
Most problems — a missed delivery slot, a size query, a return request — resolve here.
Step 2 — Open a case with Solemate Africa
If direct resolution fails, or if the seller does not respond within 5 calendar days, either party may open a case with Solemate Africa by writing to [email protected] with:
- The order number
- A short description of the issue
- Any photos or evidence
- What outcome would resolve it (refund, replacement, apology, etc.)
What we do
Within 1 business day of receiving a case:
- We acknowledge receipt and give it a case reference
- We contact the other party for their side
- We freeze the relevant portion of the seller's next payout under the Payments policy until the case closes
Within 5 business days of receiving a case:
- We review the order history, in-platform messages, and any evidence supplied
- We make a decision and communicate it to both parties in writing
- Held funds are released according to the decision
What we can decide
- Full refund to the buyer, from the held payout
- Partial refund
- Replacement item, at the seller's cost
- No refund (case dismissed) if the evidence supports the seller
We do not decide criminal matters or damages claims beyond the order value. Those routes are outlined below.
Timeframes we work to
| Step | Target |
|---|---|
| Case acknowledged | 1 business day |
| Decision issued | 5 business days |
| Refund credited (M-Pesa) | 3 business days after decision |
| Refund credited (card) | 3–10 business days after decision, depending on issuing bank |
Beyond Solemate Africa
If you disagree with our decision, or if the matter falls outside what a marketplace mediator can decide:
- Kenya Consumer Protection Advisory Committee — for consumer rights complaints under the Consumer Protection Act 2012
- Office of the Data Protection Commissioner (ODPC) — for personal data complaints under the Data Protection Act 2019
- Central Bank of Kenya (CBK) — for payment-related complaints affecting M-Pesa or bank transfers
- Small Claims Court — for money claims up to KSh 1,000,000
- The courts — for claims outside those thresholds
We do not restrict a buyer's or seller's right to pursue any of the routes above. Filing a case with us does not extend or reset any statutory time limits for those escalations.
Repeat offenders
Where we find a pattern of the same seller losing cases on substantially similar facts (missing items, misrepresentation, non-fulfilment), we escalate under the Acceptable Use policy regardless of the outcome of any individual case.