Frequently Asked Questions

TradePoint boasts a reimagined user interface that is easy on the eyes and enables users to enjoy better visual interactions with products when shopping online. TradePoint is a trust centred e-commerce platform and as such, we have built several trust features to ensure people can trade online safely. These include an escrow feature to safeguard all buyer payments, the provision of “trust statistics” for each seller to weed out dishonest sellers and only allowing verified buyers to post product ratings and reviews to prevent fake or dishonest ratings and reviews, amongst other features the app offers. We continue to innovate and will introduce many more features that make online commerce safer and more enjoyable.

The TradePoint App is available for download on the Google Play Store and Apple App Store. The App is free to download and promises you a renewed e-commerce experience. We look forward to being of service to you.

The key fabric that ties online commerce together is trust, and TradePoint realizes that this remains fragile in the Kenyan and more broadly the African e-commerce market. Online shoppers often fear being conned their hard-earned money whereas sellers fear losing their goods or not being paid for their services by unscrupulous buyers. To address this problem, TradePoint offers a wide range of Trust features, chief of which is our Escrow service. This service holds a buyer’s payment safely in our system and only remits the funds to the seller once the buyer confirms product fulfilment. This gives the buyer comfort that should the seller not deliver the product, their funds are safe, conversely, it gives the seller confidence that they will receive payment for their products upon delivery since the money is safely with TradePoint. Incase a buyer claims an order was not fulfilled, a dispute is triggered. Once this is resolved, funds will be remitted to the rightful party. More on this is discussed below.

TradePoint utilizes an escrow payment system in which a buyer’s payment is stored safely in our accounts and only paid to the seller once the buyer confirms order fulfilment. In an instance where both parties disagree on order fulfilment, a dispute is automatically triggered. This will reflect in the buyer’s cart, Purchase history screen as well as the seller’s orders’ screen. In such an instance, we encourage both parties to first discuss any issues regarding fulfilment and to seek a resolution amongst themselves. Should this fail, both parties are required to report a dispute with TradePoint through our customer care email help@tradepoint.co.ke with the email subject starting with “[Dispute reporting]” to trigger immediate resolution proceedings. We will reply within 24-48 hours and support both parties in reaching an amicable resolution before remitting funds to the rightful party.

TradePoint utilizes an escrow payment system in which a buyer’s payment is stored safely in our accounts and only paid to the seller once the buyer confirms order fulfilment. In an instance where both parties disagree on order fulfilment, a dispute is automatically triggered. This will reflect in the buyer’s cart, Purchase history screen as well as the seller’s orders’ screen. These funds are safely stored with TradePoint until the dispute is resolved and funds are transferred to the rightful party. The funds are entirely safe and both parties are urged to contact us on help@tradepoint.co.ke with the email subject starting with “[Dispute reporting]” to trigger immediate resolution proceedings.

Withdrawal limits on TradePoint for seller e-wallets are subject to the withdrawal limits of the payment method(s) of choice. For instance, if a seller uses Mpesa to withdraw funds from their wallet, the maximum they can withdraw at one time is Kes 70,000. TradePoint does however put a cap on the frequency of withdrawals to twice daily. This serves as a security measure for the company. We, therefore, encourage sellers to allow their funds to accumulate before making withdrawals.

The TradePoint e-wallet is a virtual wallet that displays ledger balances for a seller’s store. It shows how much cash the seller has made in a given timeframe which is still stored in the system. The e-wallet enables TradePoint to track a seller’s sales and remit the correct amount to them at the time of withdrawal. These funds are stored with our trusted financial service providers such as banks, Mpesa and others. These funds are available to the seller at any time they wish to withdraw, subject to withdrawal limits outlined in the question above.

Opening an account and using the TradePoint App is absolutely free for both buyers and sellers. In order for the company to generate revenue to support the maintenance of the App and to fund continuous improvement, TradePoint charges a commission on all sales which is already included in the final selling price for all products. This commission is in addition to a seller’s input price. The company will continue to broaden its revenue streams through the addition of more services in future, all of which shall be sufficiently explained to users and priced fairly and transparently.

TradePoint adheres to the highest data protection policies and takes data protection very seriously. We have enacted strict internal measures to protect your data and comply with all data laws stipulated by Kenyan Law. Kindly review our Data Privacy and Policy Document as well as our Terms and Conditions for more details.

Thank you, continuous improvement is very dear to our heart. To ensure you have a delightful experience and we deliver on our mission to be a platform of economic empowerment, we welcome customer feedback on areas we can improve. Please feel free to provide us with feedback via the review sections in the Google Play Store, the Apple App store as well as reaching out via our email address help@tradepoint.co.ke with the email subject starting with “[App feedback]” for easy sorting. We look forward to hearing your experience with the App and on improvements we can make to serve you better.

Should you require any customer service support or need to make an enquiry, kindly send us an email at help@tradepoint.co.ke and we will strive to get back to you within 24-48 hours. We encourage customers to clearly indicate the email subject in squared brackets to aid quick resolution. E.g. [Dispute reporting], [System crash], [Payment processing not working], [Log-in failed], [App feedback] etc. We look forward to serving you to ensure you have an enjoyable experience using the App.