🧭 NexAfric Help Center
Your Support Hub for Buyers, Vendors, and Community
📦 1. Orders & Tracking
Purpose: Help buyers track and manage orders.
How do I track my order?
Go to My Orders → View Details → Track Order. You’ll see your delivery status in real-time.
What if my order hasn’t arrived?
Contact the vendor through your order page. If no response within 72 hours, click Open Dispute so NexAfric can step in.
Can I cancel my order after paying?
You can cancel only if the vendor hasn’t confirmed or shipped your order yet.
How do I confirm delivery?
Once your order arrives safely, click Confirm Delivery in your NexAfric account to release payment to the vendor/service provider.
💳 2. Payments & Gift Cards
Purpose: Explain how buyers pay and send funds safely.
Which payment methods are accepted?
NexAfric supports Mobile Money, debit/credit cards, bank transfers, and NexAfric Gift Cards.
What are NexAfric Gift Cards?
Gift Cards let you send help to loved ones safely. They can use them to pay for any product or service on NexAfric.
Where can I buy NexAfric Gift Cards?
Gift cards are available on the NexAfric website and through approved local vendors.
Can I pay from abroad?
Yes, diaspora users can pay directly using credit/debit cards or by purchasing NexAfric Gift Cards.
🔁 3. Refunds & Returns
Purpose: Guide users through refund and dispute resolution.
How do I request a refund?
Go to My Orders → Request Refund. Your message goes to the vendor/service provider first. If no response in 72 hours, NexAfric will step in.
When will I get my money back?
Refunds are processed in 3–5 business days once approved.
Can I return perishable items like food or charcoal?
No. Fresh foods, charcoal, and hygiene products are non-refundable unless undelivered or defective.
Who approves refunds?
Vendors/Service providers approve first; NexAfric reviews unresolved cases.
🧾 4. Vendor/Service provider Help
Purpose: Help vendors/Service providers manage their store, payouts, and policies.
How do I register as a vendor?
Click Become a Vendor/Service provider on the homepage, complete your profile, upload ID, and agree to NexAfric’s Vendor Policy.
When will I get paid?
Payments are automatically released every Friday after confirmed delivery.
What is NexAfric’s commission fee?
NexAfric takes 8% to 10% depending on the service category. The fee is deducted before payout.
What if a buyer requests a refund?
Respond within 72 hours. If you ignore the request, NexAfric will review and may issue a refund on your behalf.
🧰 5. Account & Security
Purpose: Help users manage personal information and security settings.
How do I reset my password?
Click Forgot Password on the login page and follow the steps sent to your email or phone.
How do I change my phone number or email?
Go to My Account → Profile → Edit Contact Info.
How do I report a fake vendor/service provider or fraud?
Use Report Vendor/Service provider on their profile or email support@nexafric.com.
How does NexAfric protect my data?
All data and payments are encrypted and never shared with third parties.
🌍 6. Community & Trust
Purpose: Build user confidence and explain NexAfric’s values.
What makes NexAfric different?
NexAfric is built by Africans for Africans focused on essentials, community trust, and secure payments.
How does NexAfric verify vendors/Service providers?
Vendors/Service providers provide ID, contact details, and are reviewed after their first few orders.
Is my payment safe?
Yes. NexAfric releases vendor/service provider payments only after delivery is confirmed.
How can I contact customer support?
Email support@nexafric.com or use the chat button on our website.
