Frequently Asked Questions

MASOKO FAQs

Why Masoko?

Masoko is dedicated to empowering the lives of all our customers using technology. By leveraging our unique combination of brand, trusted vendor partnerships and human touch in our customer experience, we seek to meet our customers’ everyday needs, whether they come to us online, or visit any of our Safaricom stores.

How do I register on Masoko?

To register as a user, please visit http://www.masoko.com (Use Google Chrome and Mozilla Firefox browsers for the best experience)

Click on “Profile” on the top right corner of Masoko website.

Provide your name and contact number, accept the terms and conditions, and click register. You will receive an OTP by SMS to verify registration.

Once you enter the OTP you will be provided with the option to create a password. You will then receive a popup indicating registration successful.

Do I have to create a new account if I already have an existing account?

No, you don’t. You will be required to log in to the existing account using your number and password.

Once logged in, click ‘My Account’ and then select ‘Account Information’

What do I do in case I have forgotten my password?

Please visit the login page and click on the link next to ‘Forgot your password?’; enter the details of the mobile number you used to register, and you will receive an OTP. Enter the OTP and you will be provided a page to create a new password. email address that you used when you first registered your account.

If you are still unsuccessful in resetting your password, you may contact the Masoko Customer Support Team through email on masokohelp@safaricom.co.ke or chat us on WhatsApp using 0722000888.

Can I change my account information?

Yes, you can edit your shipping, billing and email addresses. Simply log in to your account, click ‘My Account’ and then select ‘Account Information’.

When can I place my order?

You can place your order at any time. However, deliveries will be done as per the timelines noted on the check-out page.

How do I place an order on Masoko?

Once you log on to www.masoko.com, you can search for items by

Searching for the products by keying the product on the ‘Search’ bar

Browsing the different main Navigation pages or drop-down options on the Category menu

Contacting Masoko Support Agents through the chat and request for the product(s) if you have a challenge in navigation

Once you find the items, click the “Add to Cart” button. After adding the item to the cart, a popup on the side will appear, giving you the options to either continue shopping or to check out. You can also click on ‘My Cart’ to check out.

If you have an account and have not logged on, you will be prompted to ‘Sign In’ to your account or if you do not have an account, you will be required to ‘Register’ and create a new account if this is your first order. You can also check out as a guest.

Enter a ‘Shipping Address, choose a shipping method, and enter your payment information.

Review your order details. Be sure you've applied any Gift Cards or promotional codes you would like to use on your order.

Click ‘Place your order’.

Once payment has gone through you will then receive an email with the order details, and a text that the order has been confirmed.

What options do I have to make a Payment?

M-PESA, Visa, Master Card and Bonga points. You can have a mix of Bonga points and MPESA as a payment method.

For debit and credit card options, you must log into your account. This is for security purposes.

How secure is our payment platform?

We exercise the highest level of caution to protect our customers’ financial and personal information. Our payment processor is fully PCI DSS Level 1 certified, and all payment pages are secured with Extended Validation SSL and 256-bit encryption.

How soon from the time of ordering will my item be delivered?

We offer same day delivery within Nairobi for all orders made before 2pm. If outside Nairobi, delivery is made within 24-36 hours

Orders made after 2pm will be processed the next day.

The transit time-period is calculated strictly using business days, which excludes Sunday and Public holidays (Visit Shipping and Delivery Policy for more details)

Can I choose to collect the items ordered instead?

Yes, you can collect the order at designated pickup points which are Safaricom shops or G4s offices countrywide.

What forms of identification do I need to collect the items?

You can present your National ID or Passport

Can I send someone to collect the items on my behalf?

Yes, you can. Please ensure that you notify us on email or chat with the name and ID of the person collecting so that we can facilitate this. The person also needs to confirm the integrity of the delivery and confirm whether the condition of the products is good.

Can I cancel my delivery after I place the order?

We allow for cancellation of the order at any point before it is shipped. Once it is shipped, you can reject it (without opening the package) once delivered, to go back with the rider. Please note that the refund will be exclusive of shipping fees.

What happens if the product I ordered is out of stock?

Being a marketplace, sometimes, our sellers sell out very quickly on their stock. We put in our best effort to ensure that this does not happen. We commit to notifying you as soon as it happens and offer store credits or refunds in case there are no alternatives.

If I’m not at home can the delivery be left with a neighbour or with the security office/guard?

Yes, you can. Please ensure that you notify us on email or chat with the name and ID of the person collecting. Please advise the designated person to review the condition of the products order. Kindly review the terms and conditions of returns to get further information.

Can I do a Pre-order?

Yes, we do. The product will be tagged on the website. Look out for all our amazing deals and offers.

Can I pay on delivery?

We currently don’t offer this mode of payment. We will update you once it is available.

What is the cost of delivery?

Both pickup and delivery costs 250/= per order.

Do we offer after sale services for items purchased on Masoko?

Items purchased through Masoko come with a warranty, subject to the applicable terms and conditions. If you require assistance and your item is still within the warranty period, please contact the Masoko team via chat for further support.

Steps to follow for delayed delivery

This will happen proactively by the Masoko team if your order has exceeded the communicated delivery timelines. If not, you can contact us on email/ chat for further action.

We will proceed to verify the order and confirm the mode of refund i.e. store credit or same payment mode used for order payment.

Steps to follow for failed delivery attempts

This will happen automatically if your order has exceeded the communicated delivery attempts. Please note that the refund will be less the shipping fees paid as a delivery attempt had been done.

We will proceed to refund you via store credit or the same payment mode used for order payment.

What is Masoko’s Return and Refund policy?

Please find all the details on the return and refunds policies here. You can contact us on our various channels listed in the segment below should you need any clarification.

How can I contact Masoko in case I have any issues?

You can contact us on;

Chat Widget: By logging on to the website and clicking on the chat icon

Email: masokohelp@safaricom.co.ke

Twitter: @MasokoKe

Facebook: Masoko Africa

WhatsApp: 0722000888

DEVICE INSURANCE FREQUENTLY ASKED QUESTIONS

1.What is Device insurance?

Device insurance (“Tuunza Simu”) is an all-risk cover that protects a customer’s device (in this case customer’s smartphone) against the risks of damage and theft of their devices. This policy covers against accidental damage, theft, and mechanical breakdown caused by accidental damage of the insured device.

2.What is credit life benefit under device insurance?

For finance devices such us Lipa Mdogo Mdogo (LMM) or Onfon’s Lipa Mos Mos we extend a credit life benefit, which covers the financed phone amount disbursed by a financier. The customer is covered against the risk of the unfortunate death. In case this happens, the insurer pays the outstanding financed amount to the financier.

Credit life is only applicable under the propositions that allow customers to purchase devices under credit e.g. LMM and the PayGo propositions.

3.Who is eligible for this insurance?

This insurance product is open to all Safaricom customers and partners who purchase devices from Masoko, Safaricom Lipa Mdogo Mdogo devices and Safaricom PayGo partner – Onfon.

4.What devices are eligible?

The device must have been purchased directly from Safaricom or an approved Safaricom dealer. Devices purchased from the following channels will access device insurance:

· www.masoko.com

· Safaricom Lipa Mdogo Mdogo devices

· Onfon Lipa Mos Mos devices

5.How do I claim?

· For theft claims, visit a Safaricom retail centre or call 100. You will need to provide supporting documents such as a police report for theft claims.

· For screen and other damage claims, you will be required take the damaged phone to the Safaricom retail shop or authorized repair centre for assessment and further support.

· For credit life claims, visit a Safaricom retail centre or call 100.

6.How many claims can I make within the cover period?

· Theft claims - For theft and irreparable damage, you can make only one claim within the policy year.

· Screen replacement - A maximum of one claim for screen replacement within the duration of the cover.

· Irreparable damage – As will be assessed and advised by the authorized repair center and, the handset may be replaced at the discretion of the insurer. This is limited to only one instance.

· Other damages - Repairs will continue until the total repair costs reach the value of the handset.

7.How are premiums determined?

Premiums are based on the value of the device. Premium rates vary from 2% to 6%.

8.Who underwrites the insurance?

The policy is underwritten by Sanlam Allianz Group and administered by Safaricom Insurance Agency limited.

9.When does cover start?

Your device will be covered immediately after the purchase process is complete or once customer activates insurance on the Tuunza mini app, given all necessary information is provided accurately.

10.What is the duration of the cover?

The cover will run for a period of 12 to 36 months, depending on the device model type, from the date of purchase.

11.Can I cancel my policy?

No, you cannot cancel your cover.

12.Are there any exclusions to the coverage?

While our insurance plans offer comprehensive coverage, the following are the general exclusions applicable: -

· Wear and tear that result in the gradual deterioration of the device.

· Incidents and damage covered by the manufacturer warranty.

· Accessories including memory card, Screen Protectors, Covers, earphones, battery, chargers, and adaptors are not covered for loss or damage.

· Damages or losses arising from participation in illegal activities e.g., acts of Terrorism, civil War, Rebellion, civil commotions, and mutiny.

12.Coverage details:

Accidental damage: Covers issues like screen cracks and water damage.
Screen insurance is limited to one claim per policy year.
Comprehensive: Includes protection against theft, and accidental damage.

Replacement: In case of theft, Safaricom will replace the device with the same or a similar