How It Works
4 simple steps — your money is safe every step of the way
Pay via M-Pesa STK Push
You receive an M-Pesa prompt on your phone. Approve the payment — funds go to M-Patanisho escrow, not the seller.
Funds Held in Escrow
Your money is locked securely. The seller cannot access it until you confirm receipt.
Verified Rider Delivers
A verified M-Patanisho rider picks up your order and delivers it to your door with a unique QR code.
Scan QR to Release
Inspect your goods. Satisfied? Scan the rider's QR code to confirm delivery and release payment to the seller.
Our Guarantees
Buyer Guarantees
- Full refund if order is not delivered
- Full refund if wrong item is received
- Full refund if item is significantly damaged
- Dispute resolution within 48 hours
- No payment released without your QR scan
Seller Guarantees
- Payment guaranteed once QR is scanned
- Protection against false dispute claims
- Transparent Trust Score system
- Scheduled M-Pesa payouts to your account
- Dedicated seller support team
Dispute Resolution
Something went wrong? We resolve disputes fairly and quickly — usually within 48 hours.
Open a Dispute
Go to Orders → your order → Open Dispute. Describe the issue and attach photos if needed. Do this within 24 hours of delivery.
Our Team Reviews
M-Patanisho's trust team contacts both buyer and seller, reviews evidence, and makes a fair decision within 48 hours.
Refund or Release
If the dispute is upheld, your M-Pesa refund is processed within 24 hours. If dismissed, payment is released to the seller.