First steps
Buyers browse shops, check listings, pay through the protected checkout, follow an order, and confirm delivery. Sellers create a storefront, add products, keep stock current, and manage orders from the seller dashboard.
For a specific problem, open the order first. Keep its reference when you contact the seller or Mbopy support.
- Buyer question: open the relevant order
- Seller question: open the seller dashboard
- Policy question: read the linked policy before contacting support
Account access and checks
If you cannot sign in, check the email or phone number linked to your account and use the recovery flow. Do not create another account to bypass a safety or verification review.
Mbopy may ask for proof before changing your identity, shop ownership, phone, email, or payout information.
- Never share passwords or one-time codes
- Report an unfamiliar sign-in or profile change immediately
- Keep account information current and accurate
Placing an order
Before paying, check the shop, product condition, variants, stock, price, Buyer Protection, delivery charge, and estimated timing. The checkout total should show everything due through Mbopy. Money for the product and delivery stays secured in the order until fulfilment and delivery confirmation, or a valid issue is resolved.
If anything is unclear, ask before ordering. Do not move payment or confirmation outside Mbopy: you may lose the order record and protection.
- Use a phone number where you can be reached
- Choose the right address and variant
- Save the order reference
- Pay only through Mbopy
Changes & cancellations
Request a change or cancellation as early as possible. A merchant may be able to adjust an order before preparation, but changes are not guaranteed after acceptance, customization, dispatch, or delivery work has started.
When cancellation is approved before fulfilment, Mbopy initiates the applicable refund. Market rules and the Refund Policy determine whether product, buyer protection, and delivery fees are returned.
Delivery problems
If tracking has stopped, the estimated window has passed, or the package cannot be located, contact support with the order reference and the latest known status. Keep your phone available for the merchant or logistics partner.
If the package is damaged, incomplete, or materially different, take clear photos and report the issue before confirming delivery. Keep the packaging until the review is complete.
- Do not share the confirmation code early
- Photograph the package and product
- Describe missing or different items precisely
- Respond to evidence requests promptly
Refunds & disputes
Eligible cases can include cancellation before fulfilment, merchant rejection, inability to fulfil, non-delivery, duplicate payment, or a damaged or materially different item. Money for the product and delivery stays secured until fulfilment or a valid issue is resolved. A change of mind after dispatch may depend on merchant policy and mandatory local consumer law.
Open the request through the order or contact support. Mbopy may ask the buyer, merchant, payment provider, or delivery partner for records before deciding the protected-payment outcome.
- State the outcome requested
- Provide the order reference and timeline
- Attach clear evidence
- Avoid opening a chargeback while an active Mbopy review can still resolve the case
Running your shop
A useful storefront has accurate shop details, clear photos, complete descriptions, current prices, real stock, and realistic preparation times. Update every accepted order so buyers know what is happening.
If an item is no longer available, tell the buyer and cancel quickly. Repeated stock errors, delays, or misleading listings can affect visibility or account access.
- Check new orders regularly
- Update low stock before accepting orders
- Package products safely
- Keep payout information current
Charges & payments
Any applicable amount is shown before you confirm. Review the order or service details carefully before payment.
If you see an unexpected charge, keep the reference and contact support with the relevant details.
Security and suspicious activity
Mbopy support will not ask for your password, full payment details, or unused one-time code. Treat urgent requests to pay elsewhere, share a delivery code early, or install unknown software as suspicious.
Report fake accounts, counterfeit or unsafe products, account takeover, fake reviews, and payment diversion quickly. Send the link or reference and stop engaging with the suspicious account.
- Change compromised credentials
- Capture screenshots
- Review recent orders and payouts
- Contact [email protected]
Contacting support
Email [email protected] with the account contact, relevant order, listing, or payment reference, a concise timeline, and the resolution requested. Do not send secrets or unnecessary identity documents by ordinary email.
Support hours are Monday to Friday, 8:00–18:00 WAT. Response and resolution times vary with urgency, evidence, payment providers, logistics partners, and market requirements.
