Frequently asked
questions

CODPAY is a platform designed to support e-commerce sellers with cash-on-delivery operations across supported East African markets. Through the platform, sellers can manage products, monitor orders, track business performance and access available CODPAY services from one place.

Our goal is to help sellers simplify their operations and build a stronger foundation for growth.

CODPAY is designed for e-commerce sellers who want to sell products through cash-on-delivery operations in the markets we serve. Service availability depends on the country, product and operational requirements.

Register through our platform and complete the required account information. Once your account is set up, you can review the services available to you, configure your products and follow the onboarding steps to start operating.

CODPAY gives you tools to monitor orders, confirmation and delivery performance, product activity and other important business indicators. This visibility helps you identify operational issues, make better decisions and explore opportunities available through the platform.

CODPAY has operations and warehouse coverage across Kenya, Uganda, Tanzania and Zambia. The services available in each country may differ, so check the Markets section or contact our team to confirm current availability.

Yes, you can explore expansion into other supported markets, subject to availability and operational approval. Before expanding, review the destination’s available services, stock requirements, shipping arrangements and applicable costs.

Selected markets may be made available for testing when CODPAY opens an expansion opportunity. Check the announcements in your seller dashboard for current opportunities, eligibility requirements and instructions for requesting access.

A market announcement does not automatically mean your account has been approved to operate there.

We aim to communicate important company updates, upcoming markets and new opportunities through the CODPAY website and seller dashboard. Keep an eye on the latest updates to discover opportunities relevant to your business.

Use the seller dashboard to manage your product information and review stock information available to your account. Keeping product quantities accurate helps reduce avoidable out-of-stock situations and supports smoother order processing.

You can submit a stock transfer request when the destination country and warehouse are supported. Provide the source, destination, product SKUs and quantities. CODPAY will review stock availability, operational feasibility, applicable charges and shipping arrangements before confirming the transfer.

Submitting a request does not mean the transfer has been approved or completed.

You can request an external stock transfer by providing the receiving service’s details, destination information and the products and quantities involved. CODPAY will review the request and confirm the applicable process, responsibilities and costs before proceeding.

The transfer remains subject to operational approval and the arrangements agreed for the destination.

Keep your product quantities updated and report discrepancies as soon as you identify them. When stock arrives, is transferred, damaged or otherwise adjusted, ensure the relevant quantities are verified and recorded through the appropriate CODPAY process.

For assistance, include the affected product SKU, expected quantity and physical quantity whenever possible.

Your seller dashboard provides access to order information and available order statuses. Use it to follow your orders, identify pending cases and review relevant performance data.

Confirmation rate indicates the proportion of leads that become confirmed orders under the calculation used by CODPAY. It helps you understand how effectively your leads are being converted into confirmed orders.

Delivery rate measures the proportion of relevant orders that are successfully delivered, according to the reporting definition displayed in your dashboard. Monitoring this metric helps you assess delivery performance and identify opportunities to improve results.

Cancelled and pending orders can reveal issues that affect your sales performance, such as customer availability, product expectations, stock discrepancies or delays in processing. Reviewing these cases helps you identify recurring problems and take corrective action.

Contact the appropriate CODPAY support or operations channel and provide the order reference, product SKU and a clear description of the issue. Include supporting information when available so the team can investigate efficiently.

Instant Payout is a CODPAY feature that gives eligible sellers access to their available funds more quickly. Its availability and the amount you can withdraw depend on the applicable payout conditions and your account’s available balance.

Open the Instant Payout section in your seller dashboard to review the balance and payout information available to your account. Check the displayed status, applicable conditions and any charges before initiating a payout.

Not necessarily. Payout eligibility depends on the applicable rules and the status of the relevant orders and funds. Check your dashboard for the amount actually available rather than assuming that every order immediately creates a withdrawable balance.

Any applicable fees, limits and payout conditions should be displayed or communicated through the relevant CODPAY payout information. Review these details before confirming a transaction.

CODPAY has explored a seller-growth initiative intended to help eligible sellers access advertising funding based on business performance. Availability, eligibility criteria, funding limits and program conditions depend on the officially approved program and its rollout.

Check your seller dashboard for confirmed opportunities available to your account.

Where the program is available, eligibility may consider indicators such as delivered-order performance, confirmation and delivery rates, business growth and consistency. The exact criteria and thresholds are those published for the active program.

Meeting a performance milestone does not guarantee approval unless the program explicitly confirms that outcome.

If you qualify for an approved reward, CODPAY can notify you through the seller dashboard and display the confirmed amount, availability status and applicable conditions. Potential eligibility, pending approval and credit available to use should be clearly distinguished.

Advertising credit is subject to the terms of the specific program. Where the credit is restricted to advertising, it cannot be treated as unrestricted cash or withdrawn as a regular payout.

Review the program terms and the available balance shown in your dashboard before using the credit.

Depending on the services enabled for your account, the dashboard lets you manage products, review orders, monitor performance, access Instant Payout, follow company announcements and explore available seller opportunities.

It is designed to give you clearer visibility into your operations and help you identify the next action for your business.

Check the updates and announcements area of your dashboard for company news, new market opportunities, service updates and any rewards or programs relevant to your account.

Use the official support channel provided by CODPAY. To help the team resolve your issue, include your seller account information and the relevant order, product SKU, payout or transfer request reference.

For stock-related matters, specify the product and quantity involved. For payment matters, include the relevant transaction or payout reference.