Customer FAQ

Open the app and choose Create account. You must be 18 or older. Enter your details and confirm your email address with the code sent to it. One Funamu account works in every Funamu app.

No. While signed out the app only shows Welcome, Create account and Log in. You need an account to browse, chat and order.

Your email address is verified with a code sent to it when you sign up. A phone number is optional and is not verified.

On the Log in screen choose Forgot password and follow the steps; the code is sent to your email address.

Open More > Password & security and edit your phone number there. A phone number is optional.

Open More > Password & security, enter the new email address and confirm it with the code sent to it.

Open More > Profile & preferences. You can edit your display name, your shopping preferences and your notification settings there.

Open More > Manage locations. Add a location with "Use current location" or by placing a pin on the map, and give it a type: Home, Work, School or Custom. Saved locations can be changed or removed there.

Yes. You can save several locations under More > Manage locations and choose which one orders are delivered to.

Open More > Manage locations and choose "Deliver to" on the location you want. That becomes the active delivery location. You can also pick another location, or add a new one, at checkout.

Open More > Profile & preferences, go to "What I know about you" and choose "Delete my account". You are asked to confirm, and it cannot be undone.

Your phone number and name are removed and you are signed out. Your profile picture and the delivery details on your finished orders are removed. The messages and photos you sent in chats are erased 90 days after you delete your account. Orders and payment records are kept without your name, as the law requires. This cannot be undone.

We may ask you to verify your identity to help keep Funamu safe and prevent fraud, account abuse, and unauthorized transactions. Identity verification helps us protect your account and personal information, confirm that an account belongs to the person using it, prevent fraudulent activity, protect merchants and other customers, and meet applicable legal, regulatory, and payment-provider requirements where verification is required. We only request information needed for the verification process and handle it according to Funamu's privacy and security policies. If verification is required for your account or a particular transaction, you may need to complete it before you can continue using the affected feature. When a verification is needed it appears under More > Account status with the reason, its status and the next step; if nothing is listed there, no verification is needed.

Your Funamu account may be temporarily restricted when we need to protect your account or the Funamu marketplace from suspicious activity, fraud, unauthorized access, or serious misuse of the platform. A temporary restriction may occur because of suspicious or unusual account activity, suspected unauthorized access, repeated failed account-verification attempts, suspected fraudulent transactions or payment abuse, abuse of orders, refunds, returns, promotions, or other Funamu features, or activity that violates Funamu's platform rules. A temporary restriction is a protective measure and does not necessarily mean that your account has been permanently suspended. While restricted you can still sign in, see your account and your orders, receive orders already on the way, and contact Support; placing new orders, payments, product requests and reviews are paused. Open More > Account status to see any instructions or next steps. If you believe the restriction was made in error, choose "Ask for a review" there, or contact Funamu Support under More > Help & support cases.

Open More > Password & security. You can set or change your password, add a passkey, turn on biometrics in the phone app, turn on two-step verification, see the devices signed in and sign out the others. Never share a code or your delivery PIN with anyone, including someone who says they are from Funamu.

Open Browse and type what you want in the search box, or tell the AI Assistant what you need in your own words.

Open Browse and choose a category under Categories.

You can use filters to narrow your product results and find items that match what you are looking for. Depending on the category, available filters may include price, brand, rating, availability, product condition, delivery availability, and other product-specific attributes such as size, color, storage, or capacity. To filter products, open Browse and choose "Filter and sort products" (or search first and choose "Filter and sort results"), pick a category if you want, open Filters, select the filters you want to use, and choose "Apply filters". You can combine multiple filters to narrow your results further: a product must match every filter you choose, and any one of the values you tick inside a filter. The filters available depend on the product category and the information merchants have provided for their products.

You can sort product results to make it easier to find what you are looking for. Open Browse, choose "Filter and sort products" (or "Filter and sort results" after a search) and pick an option under "Sort by": Price: Low to High, Price: High to Low, Highest Rated, Most Popular, or Fastest Delivery. Price uses the price you would pay now. Highest Rated takes the number of reviews into account, so one single review does not outrank many good ones. Most Popular is based on recent completed purchases and saves. Fastest Delivery is based on the estimated delivery time for your delivery location; it is offered only when you have a delivery location, and lists only products that can be delivered to it. If you do not select a sorting option, Funamu uses relevance to determine the order of results.

Ask the AI Assistant about the product: it checks availability against the merchant's listing and tells you when the merchant confirmed it, or that availability was not confirmed recently.

Funamu provides information to help you assess a merchant before placing an order. On a product page choose "About this merchant" to see the merchant's Funamu verification status, customer rating and number of reviews, completed orders, how long they have been selling on Funamu, and the share of recent orders they fulfilled when there is enough history to show it. A verified merchant has completed Funamu's required merchant verification process. Verification does not mean that Funamu guarantees every product sold by the merchant. Before ordering, review the merchant's information, product details, ratings, and customer reviews. If you have a problem with an order, you can use Funamu's available support and dispute processes.

A product page shows the rating and the reviews left by customers who received that product from Funamu merchants.

A review can only be left for an item from your own order, after it was received and confirmed with the delivery PIN.

Ask the AI Assistant to compare the options. It shows the reasons and trade-offs for each, such as price, delivery fee and whether the merchant is open.

On the product page choose "Save for later", or ask the AI Assistant to save it. Saved items are under More > Saved items & missions.

Funamu shows the product's condition on the product page, and in filtered product lists, when the merchant has stated it. Products may be listed as: New: the product is unused and sold as new. Used: the product has previously been owned or used. Refurbished: the product has been inspected, repaired, restored, or reconditioned for resale. Open-box: the original packaging has been opened, but the product may be unused or minimally handled. Check the condition shown on the product page before placing your order (choose "Product information" for the full details). The merchant is responsible for accurately describing the condition of the products they list on Funamu, and your order keeps the condition that was shown when you bought. If the product you receive does not match the condition stated on the listing, you can use Funamu's available return, problem-reporting, or dispute process.

Search results come from Funamu's partner merchants in your area, based on your active delivery location (More > Manage locations).

Delivery is offered only to locations inside an area Funamu currently serves.

If a product is out of stock, Funamu shows an expected restock date on the product page when the merchant has provided one. A restock date is the merchant's estimate and is not guaranteed. If no expected date is available, Funamu shows that the restock date is unknown. On an out-of-stock product you can choose "Notify me when available" to receive a notification when that merchant has the product available again; you can stop it with "Stop notifying me". If a product has been discontinued or is no longer being offered by the merchant, it may not become available again and no notification is sent for it.

Yes. If you cannot find a product you are looking for, you can submit a product request under More > Product requests (also "Request a product" in Browse). Provide as much information as possible, such as the product name, category, brand, specifications, preferred quantity, and budget. Funamu shows your request to merchants who sell in that category; they see what you ask for and your delivery area, but not your name, phone number or exact location. If merchants respond with offers, you can compare them and accept or decline. Accepting an offer puts that merchant's product in your cart, and it becomes an order only when you check out and pay. Submitting a product request does not create an order or guarantee that the product will be found. A request stays open for 14 days and you can cancel it at any time.

The product description provides information about the product supplied by the merchant. It may explain the product's features, how it is used, materials, specifications, compatibility, included items, and other information relevant to the product. Product descriptions are provided by merchants and should accurately describe the product being sold. Important information such as price, availability, condition, specifications, size and dimensions, what is included, and warranty is shown separately under "Product information" on the product page. Review the product description and other product information before placing your order. If the product you receive does not match the listing, you can use Funamu's available return, problem-reporting, or dispute process.

Product size and dimensions are shown under "Product information" on the product page when the merchant has provided them. Depending on the product, this may include measurements such as length, width, height, weight, capacity, or a standard size such as S, M, L, XL, or a shoe size. Measurements are shown with their units. Clothing and other size-based products also show the sizing system used (for example UK, US or EU). These are the measurements of the product itself, not of the delivery parcel. Check the product's size and dimensions before ordering. If the merchant has not provided them, the page says so; you can message the merchant through Funamu to ask.

Available colors and product variants are shown on the product page, under the merchant's offer. Depending on the product, variants may include options such as color, size, storage capacity, model, or other product-specific attributes. Select the option you want to open that variant, then add it to your cart. The price and availability may vary between variants. If a particular combination is unavailable, Funamu shows it as unavailable and you will not be able to order that combination.

The product page shows what is included with your purchase. Choose "Product information" and look under "What's included". Depending on the product, this may include the main product, accessories, cables, chargers, manuals, cases, batteries, or other items. The list is provided by the merchant, and the merchant can also list items that are not included. Check the What's included section and the product description before placing your order. Items shown in product photos are not necessarily included unless the listing states that they are. If the merchant has not listed what is included, the page says so. If an item you receive is missing from what was listed as included, you can report the problem from the order, through Report a problem, Returns or Funamu Support. Your order keeps a copy of what was listed when you bought it.

Warranty coverage depends on the product and listing. If a warranty applies, the product page shows, under "Product information" > Warranty, the warranty period, who provides it (the merchant, the manufacturer or another company), what it covers, what it does not cover, and how to make a warranty claim. Do not assume that a product has a warranty unless the listing states that one applies. A product being new does not mean it has a warranty. The listing may also say that there is no warranty, or that the merchant has no warranty information. The warranty is stated by the merchant and is not a Funamu warranty. It is separate from Funamu's return, refund, and dispute processes. If the product you receive has a problem, use the applicable process shown on your order. Your order keeps the warranty terms as they were when you bought it.

Merchants are responsible for accurately representing the authenticity of the products they sell on Funamu. Under "Product information" > Authenticity, the product page shows what the merchant has stated: that the product is genuine, that they cannot verify it, or that they have made no statement. A merchant's declaration that a product is genuine does not mean that Funamu has independently verified it. If Funamu has independently verified a product's authenticity, the listing shows "Funamu Verified Authentic" separately. Otherwise it says that Funamu has not independently verified the product. If you believe that a product you received is counterfeit or was misrepresented, open the order and choose "Report a suspected counterfeit". Funamu reviews the report. If a counterfeit is confirmed, the listing is removed from sale. For a refund or a return, also use Report a problem or Returns on the order.

Where available, the product page shows the country where the product was manufactured, under "Product information" > Country of manufacture. The manufacturing country is provided by the merchant. The merchant's location, the place the product is sent from, and the manufacturing country may be different. If the manufacturing country has not been provided, the product information says "Not provided".

You can browse the merchant's complete product catalogue by opening their merchant page. To contact them, tap the chat icon on their catalogue page to start or continue a conversation. You can ask questions about products before placing an order.

The item price shown is the merchant's price; Funamu does not mark it up. Delivery is added at checkout, and the full total is shown before you pay.

The prices shown on Funamu are the prices you pay for the items. No tax is added on top of an item's price at checkout. Where a tax applies to an item and is included in its price, the checkout summary shows how much of the price is tax before you confirm your purchase, and your order keeps that amount. The checkout page shows the amount you will be charged, including delivery, before you confirm the order.

No. The delivery fee is added at checkout. Checkout shows one delivery total before you pay, with a short line naming what it is based on. Nothing is charged until you pay.

Merchants set their own prices and can change them. The price of your items is locked when you check out.

Each merchant sets its own price. Ask the AI Assistant to compare the merchants selling it.

If you have a valid promo code from a merchant on Funamu, enter it in the "Promo code" box at checkout and select Apply. Funamu checks whether the promo code is valid and whether your order meets its requirements. If it qualifies, the discount is shown and deducted from your order total before you pay. A merchant's promo code applies only to that merchant's items in your order. Promo codes may have conditions such as an expiry date, minimum order value, eligible products, merchants, categories, or customer limits. You can only use a promo code when your order meets its requirements. Capital and small letters in a code do not matter.

A promo code may not work if it is invalid, expired, not yet active, or if your order does not meet the promotion's requirements. Common reasons include: the promo code has expired or is no longer active; you have already reached the allowed usage limit, or the code has been used the maximum number of times; your order does not meet the minimum purchase requirement; the products, category, or merchant in your order are not eligible (products already on a campaign price may not be discounted again); the promotion is not available to your account; or the promo code cannot be combined with another promotion already applied. Funamu shows you a message explaining why the promo code cannot be applied. If your cart changes or the code expires after you entered it, Funamu removes the code, tells you why, and shows the new total before you pay. If you believe a valid promo code is being rejected incorrectly, contact Funamu Support.

Usually, only one promo code can be applied to an order. Some promotions are marked by the merchant as combinable. When every code on your order can be combined, Funamu applies them according to their terms and eligibility requirements. If two promo codes cannot be used together, Funamu tells you that they cannot be combined. You can remove the first code and apply the other one instead.

Each promotion has its own validity period. When you apply a promo code at checkout, its end date and time are shown next to the code, in Uganda time. Once the promotion reaches its expiry time, it can no longer be applied to new orders. If you added a promo code before it expired but complete your order after it has expired, Funamu rechecks the code before creating the order. An expired promo code is removed, you are shown the new total, and nothing is charged until you confirm it. Orders already placed keep the discount they were given.

Funamu promotional discounts come from promotions and campaigns offered on the marketplace. A promotion may apply to specific products, options, categories, merchants, customers or orders, and some need a promo code, a minimum order value or other conditions. When a promotion applies to your order, checkout shows the discount and its conditions before you pay. Promotions are funded by a merchant, by Funamu or by a participating partner; each promotion's terms decide who is eligible, how much you save and when it is valid. If your order does not meet the requirements, the discount is not applied.

Funamu Points are earned through eligible purchases, activities and promotions set by the Funamu rewards programme. Points for a purchase are added when the order is completed, not when it is placed. How many points you earn depends on the programme rules; some campaigns give bonus points. Open More > Funamu Points to see the earning rules, your points activity and any points still pending. Points are reversed when the purchase or activity that earned them is cancelled, returned, refunded or otherwise stops qualifying. When no rewards programme is running, purchases earn no points and the screen says so.

You can use Funamu Points for a discount on eligible items at checkout when a rewards programme is running. Checkout shows how many points you have, how many this order can use and what they are worth; choose "Use points" and the discount is shown in the total before you pay. The fewest and most points you can use, and the items they apply to, depend on the programme rules. Points lower the price of eligible items only, not the delivery fee. If the payment does not go through or the order is cancelled, the points come back to you. Points cannot be exchanged for cash.

No. Prices are locked when you check out.

The price shown for a product may differ from the final amount because your order can include other charges or discounts. The final amount can include the product price, delivery charges and any applicable tax; promotions, promo codes and Funamu Points can lower it. Funamu adds no payment fee. Checkout shows the full breakdown and the final amount before you pay, and the payment request is for exactly that amount. If a price changed since you added the item, checkout tells you (for example "The price has changed from UGX 50,000 to UGX 55,000") before you pay. If the amount charged does not match the final amount shown, contact Funamu Support from the order so the transaction can be reviewed.

On the product page, tap Add to cart, or ask the AI Assistant to add the item for you. You can access your cart anytime from the cart icon in the upper-right corner of the main screen.

Yes. One checkout and one payment can include items from several merchants.

It is one order with one payment. Each merchant prepares its own items, and the order screen shows each part with its own status, so parts can be ready, delivered, cancelled or refunded separately.

Yes. Items from different merchants may arrive together or separately, depending on how your order is arranged. Funamu tries to arrange for one motorcycle rider to collect items from different shops and deliver them together whenever possible. However, separate deliveries may be necessary when: - Merchants are more than 5 km apart. - Items are too large or heavy to fit safely on one motorcycle. - You choose to have your items delivered using more than one motorcycle. If one rider collects all your items, they may arrive together. If different riders deliver them, they may arrive at different times. You can track the status of each part of your order in the app.

Yes. Open Orders > Cart and remove the item, or ask the AI Assistant to remove it.

Yes. Open Orders > Cart and use the quantity buttons on the item.

Funamu does not silently remove items from your cart. An item can become unavailable when the merchant no longer has it or the option you chose, the offer was removed or switched off, or it can no longer be bought from that merchant. Your cart and checkout then mark it as unavailable with the reason and your options: remove it, lower the quantity, choose another option, or look for another merchant (Funamu never switches the merchant for you). Prices and availability change because products and stock belong to the merchants; Funamu does not own the merchant's stock.

An item can become unavailable between adding it to your cart and checking out: the merchant's stock changed, the option you chose is no longer available, the offer was switched off or removed, or the merchant cannot fulfil it now. Funamu checks every item again before the order is placed. If one is no longer available, checkout shows the item and the reason and you cannot place the order until you remove it, change the quantity or option, or choose another available option. Because Funamu is a marketplace, availability is set by each merchant.

Enter the code in the "Promo code" box at checkout and select Apply. Funamu checks whether the code is valid and whether your order meets its requirements; if it is, the discount is shown in your total before you pay. A code may apply only to some products, options, categories, merchants or customers, and may have a minimum order value, a usage limit or an end date. In an order with several merchants it applies only to the eligible items. If a code cannot be applied, Funamu shows the reason, for example that the order is below the minimum. A code is used up only when the order is paid; if the payment fails, it is released.

At checkout you choose how to receive the order. Depending on the order, the choices are "Deliver to my door", "Pickup station", "Collect from the merchant" and "Collect at the Funamu PUDO".

Yes. Choose "Deliver to my door" at checkout and pick the saved location, or add a new one.

Yes. Choose "Pickup station" at checkout and select a station from the list.

Where it is offered for your order, checkout shows "Collect at the Funamu PUDO".

Yes. At checkout, you can choose your preferred delivery date and time from the available scheduling options. Select a day and time that works for you, and Funamu will show the delivery cost before you confirm your order.

No, you cannot directly choose a delivery partner for each door delivery. However, if a delivery partner has delivered to you before, you can mark them as a preferred delivery partner. Funamu will prioritize offering your future door deliveries to your preferred partners whenever possible.

You cannot directly choose a specific delivery partner for each order, but you can manage your preferences. - Preferred motorcycle riders: You can mark riders you like so they are offered your future door deliveries first. - Block a rider: If you do not want a particular motorcycle rider delivering to your door, you can mark that rider as unwanted. That rider will not be assigned to your future door deliveries. - Rate and review delivery partners: After a delivery, you can rate and review the delivery partner who brought your order. - Rate and review PUDO partners: After collecting your parcel from a PUDO point, you can rate and review that PUDO partner. Your feedback helps Funamu improve the quality and reliability of its delivery services.

Delivery is offered only to locations inside an area Funamu currently serves.

You can place an order in two ways: - Shop yourself: Browse products, add the items you want to your cart, then open Orders > Cart and proceed to checkout. - Use the AI Shopping Assistant: Tell the assistant what you want to buy, ask it to find suitable products or merchants, and ask it to add your chosen items to your cart. Review your selections and proceed to checkout. At checkout, choose how you want to receive your order, review the total under Confirm and pay, select your payment provider, and approve the payment on your phone. Your order will be processed once your payment is confirmed.

The app shows "Order placed" and the order appears under Orders with its payment status.

Your order number (it looks like FM-2026-...) is on your order confirmation and in the order details in the Funamu app: open the Orders tab, select the order, and it is shown on the "Order number" card. Use it when you contact Funamu Support about your order; the AI Assistant can also find an order by its number.

Open the Orders tab. Each order opens to its status, timeline, items and its own order chat.

Open Orders and choose the order. The order screen shows its current status, a timeline of the steps it has reached and any delivery updates. You can also ask the AI Assistant about the order.

The order screen shows a timeline: Order placed, Merchant confirmed, Being prepared, On its way or ready, Delivered, Complete. Anything off the normal path is shown as its own line, for example "An item is unavailable", "Delivery failed", "Redelivery scheduled", "Returned to the merchant", "Under review", "Cancelled" or "Refunded".

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item. An order that is not yet paid can be revised by checking out again.

Not to a paid order: place a new order for the extra item.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

An unpaid order the merchant has not yet taken up can be cancelled with nothing to refund. For a paid order you can request cancellation and a refund for an item until it has been handed over and confirmed with your PIN; the Funamu team reviews the request. An item that is delivered and confirmed cannot be cancelled: use Report a problem or Request a Return. Open Orders, choose the order and use the cancel option shown on the item. You pick a reason and the request goes to the Funamu team for review; the item then shows "Cancellation requested". If no cancel option is shown, that item can no longer be cancelled in the app.

An unpaid order the merchant has not yet taken up can be cancelled with nothing to refund. For a paid order you can request cancellation and a refund for an item until it has been handed over and confirmed with your PIN; the Funamu team reviews the request. An item that is delivered and confirmed cannot be cancelled: use Report a problem or Request a Return.

The app does not offer cancellation when the item is already delivered and confirmed, when the order is closed or under review, when a payment is still being confirmed, when a cancellation or refund request is already open for the item, when the merchant has rejected the item or offered a substitute, or after a failed delivery.

Yes. Open the order and choose "Reorder" on the "Buy again" card, or ask the AI Assistant to reorder what you bought last time. Funamu checks each item again and shows what is available and at what price today; items are added to your cart with the same merchant's current offer and price. Prices, availability, promotions and delivery charges may have changed. If an item is no longer available from the original merchant, Funamu says so; it never switches merchant for you. Nothing is charged until you check out and pay, and a reorder creates a new order: your earlier order stays as it was.

Yes. At checkout, enter the recipient's name and phone number. They will receive a delivery-authorization notification so they can receive the order on your behalf. The handover must still be confirmed using the delivery confirmation PIN.

Yes. At checkout, for a delivery, choose "Send as a gift", enter the recipient's name and phone number and the delivery address, and if you like a gift message, a "From" name and delivery instructions. Check the details before you pay: the order shows "Delivering to: Gift recipient. Paid by: you". You pay for the order. The recipient receives the parcel but does not get access to your Funamu account, your payment details or your other orders, and the merchant is asked not to put a price in the parcel. Gift orders follow the same product, delivery and marketplace rules as any other order.

Yes. At checkout choose "New location" (or one of your saved locations) for the delivery, and add the recipient's name and phone number so they can receive it for you.

An order, or part of it, is cancelled when the merchant rejects it, when an item is unavailable and no substitute is accepted, or when a failed delivery has been returned to the merchant. If you had paid, a refund request is opened for you automatically and shows on the order.

Each merchant's part of an order stands on its own. A part is cancelled when its merchant rejects it or an item is unavailable and no substitute is accepted; the rest of the order continues. If you had paid, a refund request for that part is opened automatically.

Yes. Items from different merchants may arrive together or separately, depending on how your order is arranged. Funamu tries to arrange for one motorcycle rider to collect items from different shops and deliver them together whenever possible. However, separate deliveries may be necessary when: - Merchants are more than 5 km apart. - Items are too large or heavy to fit safely on one motorcycle. - You choose to have your items delivered using more than one motorcycle. If one rider collects all your items, they may arrive together. If different riders deliver them, they may arrive at different times. You can track the status of each part of your order in the app.

Yes. Items from different merchants may arrive together or separately, depending on how your order is arranged. Funamu tries to arrange for one motorcycle rider to collect items from different shops and deliver them together whenever possible. However, separate deliveries may be necessary when: - Merchants are more than 5 km apart. - Items are too large or heavy to fit safely on one motorcycle. - You choose to have your items delivered using more than one motorcycle. If one rider collects all your items, they may arrive together. If different riders deliver them, they may arrive at different times. You can track the status of each part of your order in the app.

Yes. You should be able to save your preferred payment details and update them whenever necessary. Your saved details make future payments more convenient, and you can review your payment options at checkout before placing an order.

Go to More > Payments to manage your payment details. You can add a payment method, edit or update saved details, set your preferred payment method where available, or delete a payment method you no longer need. Your available options may depend on the payment provider.

You pay inside the app at checkout with mobile money: MTN MoMo or Airtel Money, whichever checkout offers. After you tap pay, you approve the payment on your own phone.

You pay inside the app at checkout with mobile money: MTN MoMo or Airtel Money, whichever checkout offers. After you tap pay, you approve the payment on your own phone.

Card payments are not currently available. Funamu currently accepts Mobile Money payments; checkout shows only the methods that are available.

Bank transfer is not offered at checkout. Payment is by mobile money.

No. Orders are paid in the app at checkout; there is no pay on delivery and nothing is paid to the Delivery Partner or the pickup station for the order.

No. Orders are paid in the app at checkout; there is no pay on delivery and nothing is paid to the Delivery Partner or the pickup station for the order.

No. Orders are paid in the app at checkout; there is no pay on delivery and nothing is paid to the Delivery Partner or the pickup station for the order.

You approve the payment yourself on your own phone with your mobile money provider. Funamu never asks for your mobile money PIN, and no payment is taken outside the app.

Nothing is charged until you tap pay on "Confirm and pay" and approve the payment on your phone.

Open the order: the Payment card shows why the last attempt did not go through, for example not enough money on the mobile money account, the payment not approved or cancelled on the phone, the request running out of time, a transaction limit, or the provider declining it. A payment that is still being confirmed is shown as that, not as failed. From the same card you can try again, pay with another number, or ask someone else to pay.

Do not pay again. A payment that is still being confirmed is never shown as failed, and the order updates when the provider confirms it. If money left your account and the order still shows unpaid, contact support from that order so a person can check it.

The payment is still being confirmed with your mobile money provider. Do not pay again; the order updates when it is confirmed.

An order takes one payment. If you see two deductions for one order, do not pay again: contact support from that order so a person can check it.

Funamu adds no payment or processing fee. The amount requested on your phone is the order total shown on "Confirm and pay": your items after discounts, plus delivery. Every amount is shown before you pay.

Payment is by mobile money, so what you can change is the number that pays. On an unpaid order, open the order and use "Pay with another number", or "Try again" for the same number. If an earlier payment is still being confirmed, Funamu checks it with the provider first and starts a new payment only once the earlier one has definitely failed, so an order is never paid twice. Every attempt stays listed on the order. A payment that has gone through cannot be moved to another number.

Yes. On an unpaid order, open the order and use "Ask someone else to pay". You get a link to send them. They see only the amount, a short reference and your first name, and they pay with their own mobile money, approving it on their own phone. They need no Funamu account and get no access to yours. The link stops working when the order's time to pay ends, and asking again replaces it. A refund for an order paid this way goes back to the number that paid. Never share your PIN or password with anyone.

No. One payment is collected for the whole order.

That part of the order is cancelled and a refund request is opened for you automatically. Because it was not your doing, it is refunded in full, with no transaction fee taken off.

Funamu works in several cities. You can buy from a merchant in your own city or, where it is supported, from a merchant in another Funamu city. Whether a particular item can reach you is checked for your delivery location, that merchant, the route between the two cities and the delivery service, so a city Funamu works in is not automatically a city every merchant delivers to (a merchant can choose not to deliver to other cities). A product page and checkout say whether delivery to your location is available, which city the merchant is in, the delivery services, the estimate and the delivery fee; a location or merchant that cannot be served is refused before you pay. You can ask the AI Assistant "Do you deliver to ...?" to check a place.

Yes. A Delivery Partner collects from the merchant and brings the order to your delivery location in the same city.

When the merchant is in another city, the parcel is moved between Funamu PUDOs in the two cities and then delivered to you or held at the pickup point you chose. The order screen shows delivery updates as it moves.

Checkout shows one delivery total before you pay, with a short line naming what it is based on. Nothing is charged until you pay.

The delivery fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether it is delivered at night. It is never a percentage of the item price. Checkout shows it as one total before you pay. A merchant can offer free delivery above an order value it sets; checkout then shows that merchant's delivery as free (the merchant pays it).

Checkout shows an estimated delivery time for each delivery service, worked out for your order: the merchant's preparation time, the distance between the merchant and you and, for an item from another city, the next PUDO departure and its travel time. Items from different merchants arrive separately, and the order screen shows each part with its own estimate. Where no reliable estimate can be made, none is shown. Estimates are not guarantees.

Delivery time depends on the merchant's preparation time, the distance between the merchant and your delivery location, the delivery option you choose, and the availability of delivery partners. For orders coming from another city, the PUDO departure schedule and travel time also affect delivery. The time you place your order and your selected delivery date and time, where scheduling is available, can also affect when your order arrives.

No. Funamu has one delivery service, Standard delivery. There is no Express or Same-Day option. Checkout shows the delivery fee and the estimated time for your order before you pay: within one city the estimate comes from the merchant's preparation time and the distance; an order from another city usually takes 24 to 48 hours. Delivery times are estimates, not guarantees.

Yes. At checkout, you can choose your preferred delivery date and time from the available scheduling options. Select a day and time that works for you, and Funamu will show the delivery cost before you confirm your order.

Yes. At checkout, you can choose your preferred delivery date and time from the available scheduling options. Select a day and time that works for you, and Funamu will show the delivery cost before you confirm your order.

Open the order: Tracking shows each step as it happens, such as payment received, the merchant preparing, picked up, at a PUDO, out for delivery and delivered, with the time of each. While a Delivery Partner is carrying your order and their phone is sharing its position, the order also says that a live position is being received and when it was last updated; otherwise it says live location isn't currently available. The position is not shown on a map.

The delivery is recorded as failed and the order shows what happens next, such as "Redelivery scheduled" or "Returned to the merchant". If the order is then cancelled, the delivery fee for the attempt that was made is not refunded.

Yes. At checkout, enter the recipient's name and phone number. They will receive a delivery-authorization notification so they can receive the order on your behalf. The handover must still be confirmed using the delivery confirmation PIN.

The handover is confirmed with your confirmation PIN. Your confirmation PIN is on the order screen, on the phone you ordered from. Give it, or show its QR code, only to the Delivery Partner handing you the goods, or to the merchant or pickup point when you collect. Never give it by phone or message.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN.

No phone call is made through Funamu, and your phone number is not given to the Delivery Partner. While the delivery is active, the Delivery Partner carrying your order can message you in the order's chat, and you can message them there. If they tried to reach you, the order shows it.

The delivery is recorded as failed and the order shows what happens next, such as "Redelivery scheduled" or "Returned to the merchant". If the order is then cancelled, the delivery fee for the attempt that was made is not refunded.

For intra-city delivery, a delivery partner collects your order from the merchant and brings it to your chosen destination. You can choose door delivery or delivery to a PUDO (Pick-Up and Drop-Off) point. For door delivery, you confirm receipt using your delivery confirmation PIN. For PUDO delivery, you collect your parcel from the selected PUDO and confirm the handover using your PIN.

It depends on the order, not only on being in the same city: the merchant's preparation time, the distance, the time of day and the delivery service. Checkout shows the estimated time for your order before you pay. An order from another city usually takes 24 to 48 hours.

The delivery fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether it is delivered at night. It is never a percentage of the item price. Checkout shows it as one total before you pay. A merchant can offer free delivery above an order value it sets; checkout then shows that merchant's delivery as free (the merchant pays it).

No. Funamu has one delivery service, Standard delivery. There is no Express or Same-Day option. Checkout shows the delivery fee and the estimated time for your order before you pay: within one city the estimate comes from the merchant's preparation time and the distance; an order from another city usually takes 24 to 48 hours. Delivery times are estimates, not guarantees.

No. Funamu has one delivery service, Standard delivery. There is no Express or Same-Day option. Checkout shows the delivery fee and the estimated time for your order before you pay: within one city the estimate comes from the merchant's preparation time and the distance; an order from another city usually takes 24 to 48 hours. Delivery times are estimates, not guarantees.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

When the merchant is in another city, the parcel is moved between Funamu PUDOs in the two cities and then delivered to you or held at the pickup point you chose. The order screen shows delivery updates as it moves.

Funamu works in several cities. You can buy from a merchant in your own city or, where it is supported, from a merchant in another Funamu city. Whether a particular item can reach you is checked for your delivery location, that merchant, the route between the two cities and the delivery service, so a city Funamu works in is not automatically a city every merchant delivers to (a merchant can choose not to deliver to other cities). A product page and checkout say whether delivery to your location is available, which city the merchant is in, the delivery services, the estimate and the delivery fee; a location or merchant that cannot be served is refused before you pay. You can ask the AI Assistant "Do you deliver to ...?" to check a place.

There is no fixed time between two cities. Checkout shows an estimated range when one can be made, worked out from the merchant's preparation time, the next departure between the two cities that still has space and that the parcel can reach before its cutoff, the PUDOs' working hours, that route's travel time, any delay Funamu Operations has recorded on the route, at a PUDO or on the last deliveries, and the delivery from the PUDO to you. If today's departure is full or its cutoff has passed, the estimate uses the next one. Where no departure is scheduled, no estimate is shown. The estimate shown at checkout is kept on your order; once the parcel actually leaves, the order also shows an updated estimate. Estimates are not guarantees.

Checkout shows one delivery total before you pay, with a short line naming what it is based on. Nothing is charged until you pay.

Choose "Pickup station" at checkout: the app lists the stations near your delivery location.

Yes. Choose "Pickup station" at checkout and select the station.

Collection is confirmed with your confirmation PIN, so whoever collects must have it. Share it only with someone you trust to collect for you.

Collection is confirmed with your confirmation PIN (or its QR code) from the order screen.

You can collect free for 7 days from the day you are told it has arrived. For the next 7 days you can still collect after paying a storage fee for each extra day with Mobile Money. The order shows the free collect-by date, the days left and the last day. You get one reminder every day at 7 am.

After the 7 free days a storage fee applies for each extra day, for up to 7 days. The order shows the fee; pay it with Mobile Money in the order or at the pickup point, and the parcel is released after the payment is confirmed. If it is still not collected after those 7 days it goes back to the merchant, and you get the item price back minus the delivery fee, the pickup station fee, the storage fee of the 7 extra days and the refund transaction cost.

Yes. If door delivery is available for your inter-city order, you can choose to have it delivered directly to your home. Alternatively, you can choose delivery to a PUDO (Pick-Up and Drop-Off) point, where you can collect your parcel. Review the available delivery options and costs at checkout before confirming your order.

A partner location that holds your parcel until you collect it, and where you can hand over an item you are returning.

A Funamu PUDO is a partner location where parcels are received, sorted and moved on (including between cities), and where you collect a parcel or hand over a return.

A pickup station is a partner location where you collect a parcel or hand over a return. A PUDO is a Funamu location where parcels are sorted and moved on, including between cities. Where it is offered, checkout also lets you collect at the PUDO.

Choose "Pickup station" at checkout: the app lists the stations near your delivery location.

At checkout choose "Pickup station" and select one from the list.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

PUDO locations are open daily from 8:00 AM to 8:00 PM. You can visit during these hours to collect your parcel or access available PUDO services.

A message is posted in the order chat, and the order shows "Waiting for you" with a collect-by date.

You can collect free for 7 days from the day you are told it has arrived. For the next 7 days you can still collect after paying a storage fee for each extra day with Mobile Money. The order shows the free collect-by date, the days left and the last day. You get one reminder every day at 7 am.

After the 7 free days a storage fee applies for each extra day, for up to 7 days. The order shows the fee; pay it with Mobile Money in the order or at the pickup point, and the parcel is released after the payment is confirmed. If it is still not collected after those 7 days it goes back to the merchant, and you get the item price back minus the delivery fee, the pickup station fee, the storage fee of the 7 extra days and the refund transaction cost.

Your confirmation PIN. Your confirmation PIN is on the order screen, on the phone you ordered from. Give it, or show its QR code, only to the Delivery Partner handing you the goods, or to the merchant or pickup point when you collect. Never give it by phone or message.

Collection is confirmed with your confirmation PIN, so whoever collects must have it. Share it only with someone you trust to collect for you.

Yes, when the parcels are at the same station and each is ready for collection. My orders shows "X packages ready for collection at [station]" and lists each parcel. At the counter, each order is handed over with its own confirmation PIN; a parcel that is still on the way, held, or at another station is not handed over. Each order keeps its own tracking and history.

Yes. You can ask to inspect your package at the PUDO before collecting it. You may check that the product and variant are correct, the quantity is right, and there is no visible damage. Inspection is limited to checking the item; using, installing, activating, eating or altering the product is not allowed. If you find a problem, inform the PUDO staff so it can be recorded and referred to Funamu for follow-up. Refunds are not issued at the PUDO counter.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Yes, for an item that can be returned. If the order was delivered to your door, you hand the item over at a pickup station you choose (the nearest is preselected). If you collected it at a pickup station, you return it to that station or another one in the same city. If you collected it from the merchant, you return it to that same merchant.

Yes, for an item that can be returned. If the order was delivered to your door, you hand the item over at a pickup station you choose (the nearest is preselected). If you collected it at a pickup station, you return it to that station or another one in the same city. If you collected it from the merchant, you return it to that same merchant.

The pickup station's charge is part of the one delivery total shown at checkout. The only later charge is a storage fee for each day you collect after the 7 free days (for up to 7 more days); the order shows it.

Open Orders and choose the order. The order screen shows its current status, a timeline of the steps it has reached and any delivery updates. You can also ask the AI Assistant about the order.

Open Orders and choose the order: each parcel shows its own tracking number (it starts with FMPKG-). The order number and the tracking number are different, and one order can have several parcels, each with its own tracking number. A tracking number is created when the merchant has packed the parcel; before that the order says it has none yet. A tracking number only works inside your own account.

Your order has been created and sent to the merchant. It is the first step on the order timeline.

Funamu has received confirmation from your mobile money provider that the payment for this order went through, and it has been matched to the order. It does not mean the merchant has started preparing the order or that it has been sent; those are shown as their own steps. While the provider has not confirmed it, the order says the payment is still being confirmed.

The merchant has accepted the order and is preparing the items. It does not mean the parcel has been picked up or sent. In an order from several merchants, each merchant's part shows its own step: one can be preparing while another is already packed.

The order is ready to be collected.

The Delivery Partner has collected the order from the merchant.

The parcel has arrived at a Funamu PUDO and was recorded there. The order names the place, for example "At Kampala PUDO (destination PUDO)". A parcel from another city can pass through more than one PUDO.

The parcel has left a PUDO and is on its way to the next one; the order names where it is heading. It is shown only after the vehicle actually left, and it does not mean the parcel is on its way to your door. No live position is shown for a parcel between PUDOs.

The order is on its way to you with the Delivery Partner.

The order was handed over and confirmed with your confirmation PIN.

A Delivery Partner tried to hand the parcel over at your delivery location and could not. The order shows when, the reason they recorded and what happens next: another attempt, collection at a pickup station, or a return to the merchant. An attempt does not cancel your order or refund it by itself.

The parcel is at a station but something is stopping it from moving on or being collected, for example an unsuccessful delivery, delivery details that need confirming, or a delayed onward vehicle. The order shows the reason and, if something is needed from you, what to do. This is different from Ready for collection, which means you can collect it now.

"Delayed" means your parcel is not moving within its expected time for the step it is on: merchant preparation, pickup, a PUDO, travel between cities, or the last delivery. It is shown next to the parcel's status, for example "In transit" and "Delayed": it never replaces where the parcel is. The order shows the reason when one is recorded (for example "Scheduled transport was delayed"), or says that no specific cause has been recorded yet. When a new estimate is known, the order shows the updated estimate and the previous one. Funamu updates the estimate when new information comes in.

Your parcel can stay on the same status for a while while it is being prepared or travelling. Some legs, such as travel between PUDOs in different cities, have no scans on the way, so the next update comes when it arrives. The order shows when it was last updated, what the next update is and by when it is expected. If the parcel does not reach that next step in time, Funamu marks it as delayed and shows the reason or that no cause is recorded yet. If you think the tracking is wrong or has not changed for an unusually long time, open the parcel history and choose "Report a tracking problem", or contact support.

Tracking shows the events recorded for your parcel. Sometimes an event is recorded wrongly, late, or before the parcel physically moves. Open the order, choose "Parcel history" and then "Report a tracking problem": say what looks wrong (location, status, time, a missing or repeated step, or not your parcel). Your report does not change the tracking, and the AI Assistant cannot change it either. Funamu Operations checks the records and, if needed, adds a correction; the original record stays in the history so it remains accurate and auditable. The order shows your report and its result.

A delivery is confirmed with your confirmation PIN. If the order shows delivered and you did not receive it, open the order and use Report a problem, or Contact support on the order and choose "Contact a person".

An item can be returned when its product category allows returns and you received it no more than 7 days ago. Each item has its own 7 days, counted from when its parcel was handed to you with your PIN. If "Request a Return" is not shown on an item, it cannot be returned in the app. If the order was delivered to your door, you hand the item over at a pickup station you choose (the nearest is preselected). If you collected it at a pickup station, you return it to that station or another one in the same city. If you collected it from the merchant, you return it to that same merchant.

An item can be returned when its product category allows returns and you received it no more than 7 days ago. Each item has its own 7 days, counted from when its parcel was handed to you with your PIN. If "Request a Return" is not shown on an item, it cannot be returned in the app.

Items in a category where returns are not switched on, and items received more than 7 days ago. The order's Returns section shows "Request a Return" only on items that can be returned.

7 days from when that item was handed to you with your PIN. After you request the return you have 72 hours to hand the item over.

Open Orders, choose the order and go to Returns. "Request a Return" is shown on each item that can be returned. Choose the reason and the item's condition, say whether you still have the original packaging, add photos or a video if you have them, and choose where you will hand the item over. Before you confirm, the app shows whether it can be returned, how to package it, the return delivery fee and who pays it, the estimated refund and the estimated time. You then have 72 hours to hand it over; after that the request closes and no money moves.

When you start a return, the app shows the packaging instructions for that item before you confirm. In general: use the original packaging if you still have it and it is usable; otherwise use packaging that protects the item during transport. Include every accessory and part that came with it, wrap fragile items, remove your own things and do not add anything else. Keep your return reference (shown on the return) until the return is finished. Some items have their own instructions, and some returns ask for photos of the packed item before handover; the app tells you when.

It depends on why you are returning the item and the return rules for it. When the merchant is responsible (a wrong item, an item different from the listing, a fault or missing parts), the merchant covers the return delivery. For returns you choose, such as a change of mind or a wrong size you ordered, you may pay it. Before you confirm, the return screen shows the return delivery fee and who pays it. Nothing is charged when you request the return: if you pay it, it is taken from your refund. Funamu can waive the fee or decide it where a specific rule applies, and you are told before you are charged.

If the order was delivered to your door, you hand the item over at a pickup station you choose (the nearest is preselected). If you collected it at a pickup station, you return it to that station or another one in the same city. If you collected it from the merchant, you return it to that same merchant.

No. A return is not collected from your home: you hand it over at a pickup station, or at the merchant if you collected the order there.

Only when you collected the order from that merchant. Otherwise the return is handed over at a pickup station.

Not always. It depends on the item, the reason for the return and the rules for it, and the return screen shows the requirement before you confirm: required, preferred, not required, or item-specific. If the original packaging is not required, you still need suitable packaging that protects the item, and you must include the accessories and parts. If it is required and you no longer have it, the app tells you the return cannot be made that way.

A return is requested from the order itself in the app (Orders > the order > Returns), so the app already knows the order and the item.

It depends on the item, the reason and the return rules for it; opening an item does not by itself stop a return. When you start a return you say the item's condition, and the app shows straight away whether it can be returned: allowed, allowed only if unused and complete (checked when the merchant inspects it), or not allowed once opened. A wrong, faulty or misdescribed item can be returned even when opened. The merchant records the condition they find; your own statement is kept as you gave it.

It depends on the item, the reason, its condition and the return rules for it. Used is not the same as damaged: the return screen asks whether it is used and in good condition, or used and damaged, and shows whether it can be returned before you confirm. A wrong, faulty or misdescribed item can be returned even after use. For a change of mind, a used item usually cannot be returned unless the rules for that item allow it. The merchant inspects the item when it arrives and records what they find next to what you said; a difference goes to Funamu for review rather than being decided automatically.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

No. A return ends with the money going back to the account that paid; ordering another item in exchange is not available. Place a new order for the item you want.

Open Orders, choose the order and go to Returns. Each return shows where it stands, and you can cancel a return there before you hand the item over.

It depends on where you hand the item over, where the merchant is, the route between the two (a return to another city travels through the PUDOs between the cities), when the merchant receives it and how long they take to inspect it. When you start a return the app shows an estimated completion date, built from those steps, and updates it as the return moves; if it becomes later, it shows "Return delayed" with the new date and keeps the first one. The refund is separate: it is paid only after a pay back is approved and usually reaches your Mobile Money account the same day it is sent.

A refund is paid after the Funamu team approves the request. The order shows where it stands: "Refund requested, being reviewed", "Refund approved", "Refund processed" or "Refund not approved".

A refund goes back to the mobile money account that paid for the order. Funamu holds no customer credit balance, so it cannot be kept as store credit.

On a cancellation, yes, unless a Delivery Partner had already collected the parcel: the fee for a delivery that was attempted is kept. On a return, the item's share of the delivery fee is refunded when the merchant (or Funamu) caused the return, and kept when the return is your choice; the return screen shows it before you confirm.

Funamu does not charge customers a platform or service fee today, and no payment fee either, so there is nothing of that kind to refund. Your refund is worked out charge by charge for the item you return: the product amount you paid, and the delivery charges, which are refunded when the merchant (or Funamu) caused the return and kept when the return is your choice. Before you confirm a return, the app shows the estimated refund, each charge and any amount that is not refunded. Being refunded and receiving the money are separate steps.

A refund goes back to the mobile money account that paid for the order. Funamu holds no customer credit balance, so it cannot be kept as store credit. On a cancellation you asked for, the provider's transaction fee for sending the refund is taken off the amount.

Card payments are not currently available on Funamu. Funamu currently accepts Mobile Money payments, and checkout shows only Mobile Money. If card payments are introduced in the future, Funamu will show the applicable payment and refund information in the app. If you paid using a supported payment method, any refund is processed according to the applicable refund policy and goes back through the payment method used for the original order.

No. Funamu does not accept cash payments or cash on delivery. Funamu currently accepts Mobile Money payments. Card payments may be introduced as an additional payment method in the future. You must complete payment using a payment method supported by Funamu before your order can proceed to fulfillment. Do not pay a Delivery Partner or a merchant directly.

A refund is paid after the Funamu team approves the request. The order shows where it stands: "Refund requested, being reviewed", "Refund approved", "Refund processed" or "Refund not approved". If it shows "Refund processed" and the money has not arrived, contact support from the order.

On a cancellation you asked for, the items are refunded less the payment provider's transaction fee for sending the refund. The delivery fee is refunded too, unless a Delivery Partner had already collected the parcel. When the cancellation was not your doing (the merchant rejected the order, an item was unavailable, or the merchant was suspended), the refund is in full. If the amount still looks wrong, contact support from the order.

No. Funamu holds no customer credit balance: a refund goes back to the account that paid.

Yes. Cancellation and returns are requested per item, so a refund can cover part of an order.

Only that item is refunded; the rest of the order continues as it is.

A refund may be rejected when the order or returned product does not meet the requirements of the applicable refund or return policy. Open the order and look under Refunds: the app shows the reason recorded for your refund decision when that information is available. Reasons may include an expired return period, an ineligible product condition, missing required components, an unsupported return reason, or another applicable policy requirement. If no reason was recorded, the app says so. If you believe the refund decision is incorrect, open a dispute on the order and choose "I disagree with a refund decision", or contact Funamu Support. A refund being rejected is different from a refund payment failing. If a refund was approved but could not be completed through Mobile Money, the app shows that payment status instead, and Funamu tries again.

Return and refund decisions are made by the Funamu team, not by the merchant.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. For a suspected counterfeit, also use Contact support on the order and choose "Contact a person".

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Open the order, go to Disputes and choose "Add a photo" or "Add a video" on the case. The case lists what it needs. In a return request you can attach photos and a video when you request it.

The photos or videos required depend on the reason for your return, problem report, or dispute. Funamu may ask for photos showing the product, the packaging, the damage, the product label, or everything that came in the box. A short video may be requested when it helps show a problem that a photo cannot, such as a fault that only appears when the item is used. The app tells you what evidence is required for your specific case: open the dispute or return on the order to see the list. Not every return or problem report requires photos or videos; for example, a parcel that did not arrive or a change of mind needs none. Only provide the evidence requested for your case, and avoid including unrelated personal or sensitive information in your photos or videos.

The Funamu team reviews the report and decides the outcome. Neither the merchant, the Delivery Partner nor the AI Assistant can approve or refuse a refund.

The time required to resolve a dispute depends on the type of issue, the information and evidence required, and whether Funamu needs information or action from you, the merchant, a Delivery Partner, a PUDO Partner, or the payment provider. When you open a dispute, the order shows its case number, current stage (for example "Waiting for the merchant's response") and, where available, an estimated resolution window. If no estimate is available for that kind of case, the app says so. Some disputes are resolved quickly, while others take longer when more evidence, investigation, or a response from another party is needed. If a dispute takes longer than its estimate, the case shows "Resolution delayed" and Funamu keeps reviewing it. A resolved dispute is not the same as a completed refund: if a refund is approved, the refund has its own status on the order until the money arrives.

Each product is listed by a partner merchant. The offer on the product page names the merchant, and your order shows which merchant each item comes from.

Products are sold by independent partner merchants. Funamu does not mark up the merchant's price.

You can browse the merchant's complete product catalogue by opening their merchant page. To contact them, tap the chat icon on their catalogue page to start or continue a conversation. You can ask questions about products before placing an order.

Funamu verifies merchants using the checks required for selling on the marketplace. Verification checks the person operating the merchant, the business information (name, type, operating location and registration where it applies), contact details, where sales are paid out, and that the products sold are allowed on Funamu. A merchant can be pending, under review, verified, rejected, or suspended. The merchant page shows "Verified merchant" only when the checks are complete. "Verified merchant" means that the merchant has completed Funamu's required verification checks. It does not mean that Funamu guarantees every product, transaction, or merchant action, and it is separate from the merchant's rating. Funamu may ask a merchant for more information or require the merchant to be verified again when needed.

Customers who complete a purchase from a merchant can rate their experience with that merchant from 1 to 5 stars, with an optional review. The merchant rating on the merchant page is calculated by Funamu from those ratings only, and is shown with the number of ratings and how they are spread. It is separate from product ratings and from the delivery rating. A merchant's rating reflects customer feedback and does not decide whether the merchant is verified. Funamu may review or hide ratings and reviews that break its policies, such as fraudulent, abusive, or unrelated content; a negative review is not removed just because it is negative.

That part of the order is cancelled and, if you had paid, a refund request is opened for you automatically and refunded in full.

The merchant's part of the order shows as cancelled and, if you had paid, a refund request is opened automatically. Because it was not your doing, it is refunded in full.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Funamu. A refund request is reviewed and paid by the Funamu team, to the account that paid.

Warranty responsibility depends on the warranty provided for the specific product. If the product has a merchant warranty, the merchant is responsible according to its stated terms. If it has a manufacturer warranty, the manufacturer is responsible according to the manufacturer's terms. Funamu provides the marketplace through which the product is purchased and can help you find the warranty information or reach the right party. Funamu does not provide or guarantee a product warranty unless the product or a Funamu policy specifically says so. The warranty that applies to your purchase is shown on the order under Warranty, exactly as the listing stated it when you bought it, even if the merchant changes the listing later. A warranty is separate from returns: it can still apply after the return period has ended.

Yes. You can browse the merchant's complete product catalogue by opening their merchant page. To contact them, tap the chat icon on their catalogue page to start or continue a conversation. You can ask questions about products before placing an order.

Yes. After your order from that merchant is delivered or collected, open the order and go to "Rate this order" to rate the merchant from 1 to 5 stars and add a review if you wish. You can also review each item you received.

Open More > Help & support cases, choose Contact support and "Contact a person", and describe what happened. If it is about an order, do it from that order.

If a merchant violates Funamu's marketplace policies, Funamu may investigate and take action based on the nature and severity of the violation. A complaint alone is not proof; Funamu checks it first. Possible actions include a warning, a required correction, restrictions on listings, offers, promotions or new orders, a temporary suspension, or a permanent suspension or termination of the merchant's marketplace access. Where appropriate, merchants can correct the issue or appeal the decision. Funamu may act immediately when necessary to protect customers or the marketplace. If an action affects your order, the order shows: "This merchant is currently unable to fulfill this order. Funamu is reviewing the order and will provide the next available option." Your order and payment are protected; nothing is cancelled without you being told. Funamu does not share confidential investigation details, but you are told what affects your order.

Open the order once it has been received and confirmed with your PIN. Rate each item from 1 to 5 and, if you wish, add a comment of up to 1000 characters.

You can rate a merchant after your order from that merchant has been delivered or collected. Open the order and go to "Rate this order". Choose 1 to 5 stars for the merchant and, if you wish, write a review. In an order from several merchants, you rate each merchant separately. You can rate within 30 days, and edit your rating within 30 days of writing it. Merchant ratings are separate from product ratings: a merchant rating is about your experience with the merchant, a product rating is about the product itself. Funamu may review or hide ratings that break its policies, such as fraudulent, abusive, misleading, or unrelated content. Your rating counts in the merchant's displayed rating.

After a delivery has been completed, you can rate it. Open the order and go to "Rate this order". Choose 1 to 5 stars for the delivery and, if you wish, add a comment. You can rate within 30 days of delivery. A delivery cannot be rated while it is on its way or after a failed attempt, and a pickup from the merchant has no delivery to rate. Your delivery rating is about the delivery and is separate from your product and merchant ratings. When the parcel was brought to your door, the rating is about that Delivery Partner; when you collected it at a PUDO, it is about that PUDO. Funamu uses delivery ratings together with other delivery information to improve its service; a single rating never leads to action against a Delivery Partner on its own. Funamu may hide ratings that break its policies.

Yes. Submitting a review again for the same item replaces your earlier one.

Yes. You can delete your own merchant or delivery rating within 30 days of writing it: open the order, go to "Rate this order" and choose "Delete my rating". When you delete it, it is removed from what other people see, and its stars no longer count in the merchant or delivery rating. Funamu keeps an internal record of the review and its deletion for security, moderation, dispute handling, and audit purposes. Merchants cannot delete your review. Funamu may also hide reviews that break its review or content policies. Product reviews are different: submitting a new review for the same item replaces your earlier one.

Other customers see it on the product page, and the merchant sees it and may reply.

Yes. A review can only be left for an item from your own order, after it was received and confirmed with the delivery PIN.

A review can be reported, and Funamu can remove one. Review text follows the same rules as chat: no contact details and no offers to deal outside Funamu.

No. A merchant can reply to a review but cannot edit or remove it. Only Funamu can remove a review.

Yes. After a door delivery, you can rate and review the delivery partner who delivered your order. If you collect your parcel from a PUDO, you can also rate and review that PUDO location. Your feedback helps improve the quality of Funamu's delivery and collection services.

Yes. Merchants can reply to customer reviews of their products or services. This allows them to thank customers, respond to feedback and address concerns professionally.

The rating is the average of the 1-to-5 ratings in the reviews currently shown for that product, rounded to one decimal place, with the number of reviews next to it.

Once a Delivery Partner is assigned, the order shows "Delivery Partner assigned" and opens a chat with them.

Yes. Before a Delivery Partner can go online or be given a delivery, they send Funamu photos of their identity document (a Ugandan National ID, or a passport or refugee ID for non-Ugandans) and of their face, and a member of Funamu staff reviews and approves them. This is Funamu's own review, not an official check of the document. You never see these photos, and the Delivery Partner never sees your phone number.

Yes. Your delivery partner's phone number is visible by default to help you coordinate your delivery. If you prefer more privacy, you can change this setting in Privacy Settings to hide the phone number.

When a Delivery Partner is assigned to your delivery, the order shows "Your Delivery Partner": their first name, vehicle type and, where shown, the vehicle plate, so you can recognise them, plus the order chat to reach them. Funamu does not show the Delivery Partner's phone number, home address, ID or documents, or any other personal details. These details are shown only while the delivery is active. When the delivery is completed or cancelled, or another Delivery Partner takes it over, the card changes or disappears.

No phone call is made through Funamu, and your phone number is not given to the Delivery Partner. While the delivery is active, the Delivery Partner carrying your order can message you in the order's chat, and you can message them there. If they tried to reach you, the order shows it.

Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN.

Open Orders and choose the order. The order screen shows its current status, a timeline of the steps it has reached and any delivery updates. You can also ask the AI Assistant about the order. You can also message the Delivery Partner in the order's chat.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

A delivery is confirmed with your confirmation PIN. If you did not receive the order, open it and use Report a problem, or Contact support on the order and choose "Contact a person".

Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN.

No, you cannot directly choose a delivery partner for each door delivery. However, if a delivery partner has delivered to you before, you can mark them as a preferred delivery partner. Funamu will prioritize offering your future door deliveries to your preferred partners whenever possible.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases. The Funamu team reviews the report and decides the outcome. Neither the merchant, the Delivery Partner nor the AI Assistant can approve or refuse a refund.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. The Funamu team reviews the report and decides the outcome. Neither the merchant, the Delivery Partner nor the AI Assistant can approve or refuse a refund.

Open Orders, choose the order and use the cancel option shown on the item. You pick a reason and the request goes to the Funamu team for review; the item then shows "Cancellation requested". If no cancel option is shown, that item can no longer be cancelled in the app.

Yes. You can still request cancellation after the merchant has accepted or is preparing the order; the Funamu team reviews the request.

You can request cancellation until the order has been handed over and confirmed with your PIN. Once a Delivery Partner has collected the parcel, the delivery fee for that delivery is not refunded.

You can request cancellation until the order has been handed over and confirmed with your PIN. Once a Delivery Partner has collected the parcel, the delivery fee for that delivery is not refunded.

After a failed delivery the app does not offer cancellation on the order. The order shows what happens next, such as a redelivery or the parcel going back to the merchant; contact support from the order if you no longer want it.

There is no separate cancellation fee. On a cancellation you asked for, the items are refunded less the payment provider's transaction fee for sending the refund. The delivery fee is refunded too, unless a Delivery Partner had already collected the parcel. When the cancellation was not your doing (the merchant rejected the order, an item was unavailable, or the merchant was suspended), the refund is in full.

A refund is paid after the Funamu team approves the request. The order shows where it stands: "Refund requested, being reviewed", "Refund approved", "Refund processed" or "Refund not approved".

Funamu cancels an order only with a recorded reason, for example when the merchant was suspended after you paid or a failed delivery was returned to the merchant. If you had paid, a refund request is opened automatically.

A merchant's part of an order is cancelled when the merchant rejects it, or when an item is unavailable and no substitute is accepted. If you had paid, it is refunded in full.

A merchant is expected to fulfil an order after accepting it. In limited cases (the item cannot be supplied, the stock count was wrong, the product is damaged, an approved operational or safety problem, or a duplicate order) the merchant can cancel its part of the order, but only before a Delivery Partner is assigned, and only with one of those recorded reasons. Only that merchant's part is cancelled; the rest of your order continues. The order shows "The merchant cancelled part of this order" with the recorded reason. If you had paid, a full refund for that part (items and its delivery fee) is opened, and the refund shows its own status until the money arrives. The order may suggest other merchants selling the same item. Nothing is ordered from them unless you place a new order yourself. Repeated cancellations by a merchant are reviewed under Funamu's marketplace policies.

Open More > Help & support cases and choose Contact support, or open the order and use Contact support there. You can choose "Contact a person" at any point. Your case, its messages and its next step stay under More > Help & support cases > My support cases.

Yes. Say you want a person, or use "Contact a person" under More > Help & support cases. The support assistant only answers what it can read with certainty (an order or refund status); anything else it passes to the support team as a case.

It searches Funamu's partner merchants in your area, compares options, checks prices and availability, estimates delivery, adds items to your cart when you ask, saves items, sets reminders, builds shopping plans and checks them against a budget. It can also read your own orders: status, delivery updates and what can still be changed. No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

Yes, but only your own orders. It can read an order's status, delivery updates and what can still be changed.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it. The support assistant can read a refund's status and pass your problem to the support team.

Say you want a person, or use "Contact a person" under More > Help & support cases. The support assistant only answers what it can read with certainty (an order or refund status); anything else it passes to the support team as a case.

Open More > Help & support cases and choose Contact support, or open the order and use Contact support there. You can choose "Contact a person" at any point. Your case, its messages and its next step stay under More > Help & support cases > My support cases.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it.

Open the order: while a report is being looked at it shows "Under review", and afterwards "Resolved" or "Refunded". Support cases and their messages are under More > Help & support cases > My support cases.

The time required to resolve a dispute depends on the type of issue, the information and evidence required, and whether Funamu needs information or action from you, the merchant, a Delivery Partner, a PUDO Partner, or the payment provider. When you open a dispute, the order shows its case number, current stage (for example "Waiting for the merchant's response") and, where available, an estimated resolution window. If no estimate is available for that kind of case, the app says so. Some disputes are resolved quickly, while others take longer when more evidence, investigation, or a response from another party is needed. If a dispute takes longer than its estimate, the case shows "Resolution delayed" and Funamu keeps reviewing it. A resolved dispute is not the same as a completed refund: if a refund is approved, the refund has its own status on the order until the money arrives.

Open More > Help & support cases, choose Contact support and "Contact a person", and describe what happened. If it is about an order, do it from that order.

Open More > Help & support cases, choose Contact support and "Contact a person", and describe what you saw. If you think someone used your account, also change your password and sign out other devices under More > Password & security.

Open More > Help & support cases, choose Contact support and "Contact a person", and describe what happened. If it is about an order, do it from that order.

Open the order, use Contact support and choose "Contact a person", and describe what happened.

It searches Funamu's partner merchants in your area, compares options, checks prices and availability, estimates delivery, adds items to your cart when you ask, saves items, sets reminders, builds shopping plans and checks them against a budget. It can also read your own orders: status, delivery updates and what can still be changed. No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

Yes. Ask about your order and it reads the real status and delivery updates of your own order.

Yes. Tell it what you need in your own words; it searches Funamu's partner merchants in your area.

Yes. It shows the options side by side with the reasons and trade-offs for each.

Yes, for what you asked for. It does not push products you did not ask for and does not hide a cheaper or better option. We recommend products based on relevance and other factors. Some products may be marked Sponsored because the seller paid for added visibility.

Yes, among Funamu's partner merchants. I search Funamu's partner merchants in your area. I have not compared prices anywhere else, so cheaper prices may exist outside Funamu.

Yes. It searches from your active delivery location (More > Manage locations) and can estimate the delivery fee.

No. It adds items to your cart when you ask, but you place the order and pay yourself at checkout.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it.

No. The AI Assistant cannot place, pay for, change or cancel an order, start a return or request a refund. It tells you what is possible for that order and where to do it: you do it yourself on the order screen, where the app checks and confirms it. The support assistant can read a refund's status and pass your problem to the support team.

No. A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item. You manage your saved locations under More > Manage locations.

No. You message a merchant yourself. You can browse the merchant's complete product catalogue by opening their merchant page. To contact them, tap the chat icon on their catalogue page to start or continue a conversation. You can ask questions about products before placing an order.

No. Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN.

Yes. It reads your own order's status, delivery updates and what can still be changed, and answers from those.

It uses your own account: your orders, saved items, shopping preferences and delivery location. More > Profile & preferences > "What I know about you" shows what it has noted, lets you remove items, turn personalization off, or delete it all. It cannot read anyone else's orders or details.

No. Only the Funamu team approves or refuses a refund. The assistant can show a refund's status and pass a problem to support.

Say you want a person, or use "Contact a person" under More > Help & support cases. The support assistant only answers what it can read with certainty (an order or refund status); anything else it passes to the support team as a case.

Yes. Say you want a person, or use "Contact a person" under More > Help & support cases. The support assistant only answers what it can read with certainty (an order or refund status); anything else it passes to the support team as a case.

Your conversations with the AI Assistant are not shared with merchants, Delivery Partners, PUDOs or other customers. The assistant reads your own account and orders only when it needs them to answer you, and only through the same checks as the app's screens. Funamu support staff can open a conversation only for support, a dispute or a security investigation, and must record the reason. Each opening is logged, and More > Privacy & check a message shows when a conversation of yours was opened and why. If you type a PIN, password, one-time code or card number, it is removed before the message is saved. Never share these with the assistant. How long conversations are kept is shown on the same screen. If no period has been set, they are kept.

It uses what you told it and, when personalization is on, what it noticed from your orders, to make its suggestions fit you. More > Profile & preferences > "What I know about you" shows all of it. You can remove any item, turn personalization off, or use "Delete my data" to delete your preferences, saved items, what it noticed and your assistant chat history.

Yes. Tell the assistant in the chat that its answer was wrong and what the right information is; it records your report. Your report goes to Funamu for checking. It does not change your order, payment, refund, delivery, price or any other record. If the report is about an order, the app shows you what the order record says now. Reports about refunds, payments, tracking, your account, security or privacy are looked at with priority.

Do not act on the answer. Check the order, payment or refund screen in the app: those records are what count. Then tell the assistant in the chat that the answer was wrong. The assistant re-checks the record and tells you what it actually shows, or that it cannot verify it. It will not guess. If the wrong answer was about money, your account or your privacy (for example it said a refund was paid when it was not, or asked for a code), report it the same way: Funamu treats it as an incident and looks into it with priority. You can also contact support from the order.

Funamu protects your information with controls that are part of the app: - your password is stored only as a one-way hash, and one-time codes are stored hashed and expire; - Funamu never sees or stores your Mobile Money PIN: you type it on your phone's MTN or Airtel prompt; - photos and documents you upload open only through short-lived private links; - merchants, Delivery Partners and stations see only what they need for your order; - Funamu staff can look at your address or assistant conversations only for a recorded reason, and each look is logged. More > Privacy & check a message lists these controls and who can see what.

You approve each payment yourself on your own phone with your mobile money provider. Funamu never asks for your mobile money PIN.

Card payment is not offered, so no card details are asked for.

- You: your saved locations and your orders. - The merchant: only the delivery area of an order it accepted, not your exact address. - The Delivery Partner: your exact delivery point only while they are assigned to your delivery and it is active. - PUDOs: only what their part of the journey needs, not your home address. - Funamu staff: only with a recorded reason (support, a dispute, a security or delivery problem); each look is logged. Nobody else, including other customers and other merchants, can see it. Each order keeps the address as it was when you ordered, so changing a saved location later does not change an order already placed.

A merchant sees your phone number only if you choose to share it with that merchant. On the merchant's store page, "Your privacy with this merchant" shows the current setting and lets you change it.

A merchant sees your phone number only if you share it on that merchant's store page ("Your privacy with this merchant"), and sends you offers only if you allow it there.

Only what the delivery needs, and only while it is assigned to them and active: the recipient's name, the delivery point and instructions, the order number and the order chat. They do not see your phone number, password, Mobile Money PIN or payment details, your other orders or saved locations, your assistant conversations, your account settings or your support history. When the delivery is completed or cancelled, or another Delivery Partner takes it over, the first Delivery Partner can no longer see these details. Every time a Delivery Partner opens them, it is recorded.

Open More > Password & security. You can set or change your password, add a passkey, turn on biometrics in the phone app, turn on two-step verification, see the devices signed in and sign out the others. Never share a code or your delivery PIN with anyone, including someone who says they are from Funamu.

Open More > Password & security: change your password, check the devices signed in and sign out the others, and turn on two-step verification. Then tell support: More > Help & support cases > Contact support > "Contact a person".

Check it in More > Privacy & check a message, and use "Report suspicious message" there if it is not from Funamu. Do not share any code or your delivery PIN, and do not pay anything outside the app. Nobody from Funamu needs your codes or PIN. Report the message to support under More > Help & support cases.

Funamu sends messages only in the app, as app notifications, or by email. It does not send text messages or make calls. A sender name, number or email address alone does not prove a message is from Funamu. Funamu emails end with a reference like FV-1A2B3C4D5E. To check any message, open More > Privacy & check a message and paste it: the app tells you whether it matches a message Funamu really sent you. You can also check the order, payment or refund it mentions directly in the app. Funamu never asks for your Mobile Money PIN, password, one-time codes or card details, never asks you to pay a person or a personal number, and never asks you to pay to receive a refund. If a message does, it is not from Funamu: do not reply, and tap "Report suspicious message" on the same screen.

Do not pay or share contact details outside Funamu. Orders are paid only in the app at checkout, and messages that try to move contact or payment off Funamu are blocked. Report it to support: More > Help & support cases > Contact support.

Do not pay or share contact details outside Funamu. Orders are paid only in the app at checkout, and messages that try to move contact or payment off Funamu are blocked. Report it to support: More > Help & support cases > Contact support.

Open More > Help & support cases, choose Contact support and "Contact a person", and describe what happened. If it is about an order, do it from that order.

Checkout shows one delivery total before you pay, with a short line naming what it is based on. Nothing is charged until you pay. The delivery fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether it is delivered at night. It is never a percentage of the item price. Checkout shows it as one total before you pay. A merchant can offer free delivery above an order value it sets; checkout then shows that merchant's delivery as free (the merchant pays it).

Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. We recommend products based on relevance and other factors. Some products may be marked Sponsored because the seller paid for added visibility.

When a cancellation you asked for is refunded, the payment provider's transaction fee for sending the refund is taken off the refund amount. It is not taken when the cancellation was not your doing.

The pickup station's charge is part of the one delivery total shown at checkout. Separately, a storage fee applies for each day you collect after the 7 free days (for up to 7 more days); the order shows it.

PUDO handling for an inter-city order is part of the one delivery total shown at checkout; it is not charged separately later.

Tax is worked out by Funamu, never by the app or the assistant, from the tax rules Funamu has switched on. A tax can apply to an item and, where a rule says so, to the delivery fee. Today any tax is already included in the prices you see; nothing is added on top at checkout. Your order keeps the tax worked out when you paid, per merchant order, and a later rule change does not change it. Open the order to see it. Tax is not a Funamu fee.

Only when goods cross a national border. An order between two cities in the same country is not an import, so no customs or import charge applies. Funamu sells within one country today, so no order has customs charges. If a cross-border order is ever possible, the order shows the customs status and the amount only once it is assessed, and who pays it; Funamu does not estimate a customs amount. Customs is separate from tax, delivery fees and Funamu fees.

The delivery fee is added at checkout, once the app knows where and how the order is to be delivered. The item prices do not change.

The delivery fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether it is delivered at night. It is never a percentage of the item price. Checkout shows it as one total before you pay. A merchant can offer free delivery above an order value it sets; checkout then shows that merchant's delivery as free (the merchant pays it).

The delivery fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether it is delivered at night. It is never a percentage of the item price. Checkout shows it as one total before you pay. A merchant can offer free delivery above an order value it sets; checkout then shows that merchant's delivery as free (the merchant pays it).

On a cancellation you asked for, the items are refunded less the payment provider's transaction fee for sending the refund. The delivery fee is refunded too, unless a Delivery Partner had already collected the parcel. When the cancellation was not your doing (the merchant rejected the order, an item was unavailable, or the merchant was suspended), the refund is in full.

Each charge is decided on its own; there is no single yes or no. The product amount is refunded. The delivery fee of that merchant order is refunded when the merchant or Funamu caused the return, and kept when you did (the delivery was made); when it is not yet decided who caused it, the review decides. Funamu charges no service or payment fee. The cost of sending the item back is a separate decision from the original delivery fee. The return screen shows each charge with its outcome before you confirm, and only that merchant order is refunded, not your whole order.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

The delivery is recorded as failed and the order shows what happens next, such as "Redelivery scheduled" or "Returned to the merchant". If the order is then cancelled, the delivery fee for the attempt that was made is not refunded.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN. For future orders, check the pin of the location under More > Manage locations.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item. If the order is already on its way, message the Delivery Partner in the order's chat or contact support from the order. Correct the location under More > Manage locations for future orders.

The order shows "Returned to the merchant" after a delivery that could not be completed. If the order is then cancelled, a refund request is opened automatically; the delivery fee for the attempt that was made is not refunded.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

Open the order and check its status and delivery updates. If that does not explain it, use Contact support on the order and choose "Contact a person". The case then stays under More > Help & support cases > My support cases.

A delivery is confirmed with your confirmation PIN. If the order shows delivered and you did not receive it, open the order and use Report a problem, or Contact support on the order and choose "Contact a person".

Do not use the items. Open your order, use Contact support and choose "Contact a person", and say what you received.

Open Orders, choose the order and use Report a problem. It is offered once the order has been handed over and confirmed with your PIN. Describe what is wrong; you can add a photo. The order then shows "Under review" while the Funamu team looks at it. If the item's category allows returns, the order's Returns section also offers "Request a Return".

Yes. One checkout and one payment can include items from several merchants.

It is one order with one payment. Each merchant prepares its own items, and the order screen shows each part with its own status, so parts can be ready, delivered, cancelled or refunded separately.

Your purchase has one Funamu order number (FM-...). When it contains products from more than one merchant, Funamu also gives each merchant its own merchant order number (the order number followed by -M1, -M2 ...) so each merchant can manage its own part. The number of products does not matter, only the number of merchants. Each package also has its own tracking number. The order screen shows them all under your one order.

Yes. Items from different merchants may arrive together or separately, depending on how your order is arranged. Funamu tries to arrange for one motorcycle rider to collect items from different shops and deliver them together whenever possible. However, separate deliveries may be necessary when: - Merchants are more than 5 km apart. - Items are too large or heavy to fit safely on one motorcycle. - You choose to have your items delivered using more than one motorcycle. If one rider collects all your items, they may arrive together. If different riders deliver them, they may arrive at different times. You can track the status of each part of your order in the app.

Checkout shows one delivery total for the whole order. With several merchants it is based on the farthest merchant from you, together with the weight and size of the items and the vehicle needed.

When the merchants are far apart, one Delivery Partner cannot collect everything, so each part can be collected and delivered separately. The assistant prefers merchants close to each other so one Delivery Partner can collect the whole order.

Yes. Returns are requested per item.

Yes. Only that merchant's part is cancelled and, if paid, refunded in full; the rest of the order continues.

Refunds are worked out per item, so each merchant's part is refunded on its own. Everything goes back to the one account that paid.

Yes. The order screen shows the status of each merchant's part separately.

When the merchant is in another city, the parcel is moved between Funamu PUDOs in the two cities and then delivered to you or held at the pickup point you chose. The order screen shows delivery updates as it moves.

From the merchant that sold the item.

Open the order: each package shows its last recorded location (the PUDO that last scanned it), when it was recorded, the previous facility and the next planned step. If no newer scan exists, the app says "Last recorded location" rather than guessing where the package is now. It never works the PUDO out from your city.

A package has left only when the PUDO records its departure. The order shows the scheduled departure and, once it happens, the recorded departure next to it. Until a departure is recorded the package is shown at the origin PUDO, not "In transit".

The order shows the planned destination PUDO of each package, from its delivery plan, separately from where the package is now. Once it arrives there, the order says so. If no destination PUDO has been assigned yet, or the delivery does not pass through a PUDO, the order says that instead. The destination PUDO is where the last delivery step starts, not your address.

Where it is offered for your order, checkout shows "Collect at the Funamu PUDO".

Yes. Choose "Pickup station" at checkout and select a station from the list.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

A paid order cannot be changed in the app: prices and delivery are locked when you pay. To add items, place a new order. To reduce or cancel, request cancellation of the item.

It depends on the route and its timetable; there is no fixed time. For your package the order shows the scheduled departure, the recorded departure and the estimated arrival at the destination PUDO, worked out from the planned travel time of that route and any delay recorded. If no estimate is available, the order says so.

A late vehicle is recorded as a transport delay. Your package keeps its own status (for example "At PUDO" or "In transit") with "Transport delayed" shown next to it, and the estimated delivery is updated. The cause is shown only when the PUDO or Funamu recorded one; otherwise the order says that no specific cause has been recorded. When the delay is large, Funamu also sends you a message.

It stays at the PUDO - it is not shown as in transit - and the order shows "Missed dispatch" with the reason when the PUDO recorded one. Funamu books it on the next departure that has space, and the estimated delivery is updated once that departure is booked. It is shown as in transit only when that departure is recorded.

The order screen shows delivery updates as the parcel moves. When it reaches your pickup point, a message is posted in the order chat and the order shows "Waiting for you".

You can collect free for 7 days from the day you are told it has arrived. For the next 7 days you can still collect after paying a storage fee for each extra day with Mobile Money. The order shows the free collect-by date, the days left and the last day. You get one reminder every day at 7 am.

Yes. Open the order and choose "Ask for help with this delivery". Pick what you need (arranging the delivery, explaining how to find you, reaching your Delivery Partner, a handover that did not happen, help collecting at a station, accessibility help, a late delivery, a safety concern or another problem) and describe it. The request is linked to the order, the package and the delivery, and you can follow its status, any message from Funamu and the resolution on the order screen. Asking for help does not change your address, route, order or refund by itself. If a change is needed, it goes through its own step and you will see it on the order. Your assistant can also open a request for you after you confirm it.

Yes. At checkout, enter the recipient's name and phone number. They will receive a delivery-authorization notification so they can receive the order on your behalf. The handover must still be confirmed using the delivery confirmation PIN.

Once a Delivery Partner is assigned, the order screen has a chat with them. Use it for directions or instructions. The chat does not replace the PIN: delivery is still confirmed with your PIN.

Yes. Save the location under More > Manage locations with the type Work, or add it as a new location at checkout, and choose it for the delivery.

Yes, at your delivery address: a reception, concierge, security desk or an authorised collection point. Save it under More > Manage locations > Secure handover points with the person or desk who may receive the parcel. Then, on the order, choose "Hand over at ..." for that delivery. This is only possible before the parcel is picked up, for location types Funamu offers, and not for packages that must be handed to you directly (for example items that need a licence check). If it is not available, the order screen says why. The chosen place is recorded for that delivery; the Delivery Partner sees only that place, the named receiver and the check to do (the delivery PIN). It is not a change of address: to deliver somewhere else, change the address; to collect at a station, choose a pickup station.

Yes. At checkout, enter the recipient's name and phone number. They will receive a delivery-authorization notification so they can receive the order on your behalf. The handover must still be confirmed using the delivery confirmation PIN.

Open More > Terms & policies. It shows the Funamu Terms that apply to you now, their version and the date they took effect, earlier versions, and whether you have accepted them. When Funamu publishes a new version that needs your acceptance, you are asked to accept it there before your next purchase. If no version has been published yet, the screen says so. The assistant can summarise the published text, but the published text is what applies.

Funamu keeps a published product policy. It covers, for example, illegal goods, counterfeit goods, stolen goods, fraudulent or deceptive products, products prohibited by law, unsafe products, intellectual-property violations and products Funamu does not allow. Some other products may be offered only after a review or with documents. When a product does not meet the policy, its page says: "This product is currently unavailable because it does not meet Funamu's marketplace requirements." Listings are checked when they are created or changed and again at checkout.

Some products can be sold on Funamu but cannot travel every way: for example not between cities, not to a PUDO, or only with special handling. This is decided for your actual order: the products, the merchant's city, your delivery location, the route and the delivery service. At checkout each delivery option shows whether it is available, for example "Door delivery: available, PUDO: not available". A delivery between two cities is never refused just because the cities are different.

The marketplace rules for customers are listed under More > Terms & policies > Marketplace rules for customers, with the version in force. They cover, for example: giving accurate delivery information, no fraudulent orders or payment abuse, no misuse of promotions, points, returns, refunds or disputes, genuine reviews only, no harassment or threats, never asking anyone for passwords, PINs or codes, and paying only through the Funamu checkout. If no rules have been published yet, the screen says so.

Funamu can restrict a delivery service, a route, a destination, a PUDO, certain times or certain kinds of packages, for example during a temporary network problem. Restrictions are checked before you pay, for each merchant in your order and each delivery service. When something is restricted, checkout tells you which option is not available and which still is, for example "Door delivery is not available for this destination. Delivery to a PUDO is available." Temporary restrictions end by themselves at their end time. The decision made at checkout is kept with your order.

An item can be returned when its product category allows returns and you received it no more than 7 days ago. Each item has its own 7 days, counted from when its parcel was handed to you with your PIN. If "Request a Return" is not shown on an item, it cannot be returned in the app. A return is handed over by you; it is not collected from your home.

On a cancellation you asked for, the items are refunded less the payment provider's transaction fee for sending the refund. The delivery fee is refunded too, unless a Delivery Partner had already collected the parcel. When the cancellation was not your doing (the merchant rejected the order, an item was unavailable, or the merchant was suspended), the refund is in full. A refund goes back to the mobile money account that paid for the order. Funamu holds no customer credit balance, so it cannot be kept as store credit. The Funamu team reviews the report and decides the outcome. Neither the merchant, the Delivery Partner nor the AI Assistant can approve or refuse a refund.

A report or an automatic signal is not a finding. Funamu reviews it first. If a rule was broken, the action fits what happened: a warning, a correction, or restricting one feature (for example promotions or Funamu Points) while the rest of your account keeps working. A temporary restriction of the whole account, or a suspension, is used only for serious cases. You see what is restricted, until when and why in plain words under More > Account status, and you can request a review there. Your orders already paid, parcels on the way, returns, refunds and disputes continue as normal.

If a merchant violates Funamu's marketplace policies, Funamu may investigate and take action based on the nature and severity of the violation. A complaint alone is not proof; Funamu checks it first. Possible actions include a warning, a required correction, restrictions on listings, offers, promotions or new orders, a temporary suspension, or a permanent suspension or termination of the merchant's marketplace access. Where appropriate, merchants can correct the issue or appeal the decision. Funamu may act immediately when necessary to protect customers or the marketplace. If an action affects your order, the order shows: "This merchant is currently unable to fulfill this order. Funamu is reviewing the order and will provide the next available option." Your order and payment are protected; nothing is cancelled without you being told. Funamu does not share confidential investigation details, but you are told what affects your order.

Your confirmation PIN is on the order screen, on the phone you ordered from. Give it, or show its QR code, only to the Delivery Partner handing you the goods, or to the merchant or pickup point when you collect. Never give it by phone or message.

The delivery PIN is only shown on the device you ordered from. If you are on another device, contact support from the order and a person will help you.

Only the Delivery Partner at the moment they hand you the goods, or the merchant or pickup point when you collect. Never give it by phone or message, and never before you have the goods: the PIN is what confirms you received the order.

Yes. One Funamu account signs you in to every Funamu app.

You must be 18 or older to create an account.

AI Assistant (talk to the assistant), Browse (search and categories), Orders (your orders), Chats (your conversations with the assistant, merchants and support) and More (profile, cart, saved items, locations, security and help).

Open the Chats tab. It lists your AI Assistant conversations, your chat with each merchant and your support conversations. Chats stay open; they are not closed after an order.

Messages that try to share contact details or move a deal or payment outside Funamu are blocked and not delivered. Keep the conversation and the payment inside the app.

Open the merchant's store page. Under "Your privacy with this merchant" you can stop sharing your number and stop receiving that merchant's offers.

We recommend products based on relevance and other factors. Some products may be marked Sponsored because the seller paid for added visibility.

Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. We recommend products based on relevance and other factors. Some products may be marked Sponsored because the seller paid for added visibility.

When the merchants in your cart are far apart, delivery costs more. Checkout shows the same item from a nearer merchant where one exists; you decide whether to switch.

A large or heavy order needs a bigger vehicle. Checkout shows the delivery options that can carry it, each with its total, and you choose one before you pay.

Within a city, a night fee can apply to deliveries outside daytime hours. Checkout shows the total for delivering now and, where offered, for a later delivery, so you can choose.

Open the order: the pickup section shows the storage fee and lets you pay it with Mobile Money. Or the pickup point sends a Mobile Money prompt to your phone. The parcel is released after the payment is confirmed.

Open More > Saved items & missions.

Yes. Tell it what you need and your budget: it builds a shopping plan you can edit and checks the plan against your budget. Nothing is ordered until you check out yourself.

Yes. Ask it to set a reminder. A reminder only notifies you; it never orders anything.

No. The AI Assistant is called Funamu for everyone, and its name cannot be changed.

Open More > Profile & preferences and go to "What I know about you". With personalization off, the assistant stops using what it noticed from your orders.

Open More > Profile & preferences, go to "What I know about you" and choose "Delete my data". It deletes your preferences, missions, saved items and what the assistant noticed, and clears your assistant chat history. Orders and payment records are kept. It cannot be undone.

Open More > Profile & preferences and use the Notifications section.

Open More > Password & security and switch on two-step verification. It is optional.

Yes. Under More > Password & security you can add a passkey and, in the phone app, turn on biometrics to unlock Funamu.

Open More > Password & security, look at the devices signed in, and sign out one device or all the others.

Open More > Help & support cases > My support cases. Each case shows its status, its messages and the next step, and you can reply there. Replying to a resolved case reopens it.

More > Invite friends shows your invite code to share and the people you invited. Inviting friends does not pay money.

I search Funamu's partner merchants in your area. I have not compared prices anywhere else, so cheaper prices may exist outside Funamu.

Open Browse and choose Restaurant. You see the food types, restaurants with offers, the best rated and all restaurants. Open a restaurant to see its menu in sections, choose a dish, pick the portion and any add-ons, and add it to your cart. Then check out and pay as for any order.

No. A restaurant order holds one restaurant only, so the food is collected once and arrives hot. If your cart already has items from another restaurant or merchant, the app asks whether to empty the cart and start the new order.

No. Items from a restaurant and items from another merchant cannot be in the same cart. Finish or empty the restaurant order first.

A restaurant takes orders only while it is open and not paused, because food is cooked for you straight away. The app tells you when it opens next.

The restaurant has run out of that dish for now. It cannot be added to the cart or paid for. Choose something else or try again later.

Some dishes let you choose a portion (for example half or full) or add extras. Each choice shows what it adds to the price, and the dish price updates before you add it to the cart. Some choices are required and some have a limit on how many you can pick.

When the restaurant accepts your order it says how long the food needs. Your order then shows "Food ready around" a time. This is the restaurant's own estimate, and the restaurant can update it.

Funamu sends a Delivery Partner shortly before the time the restaurant says the food will be ready, so the food does not wait and the Delivery Partner does not wait long. The Delivery Partner can take the food only after the restaurant marks it ready.

Funamu delivers between cities only on the routes it supports. If there is no supported route from the merchant's city to yours, checkout says so. Remove that merchant's items or choose a merchant in your city.

Three ways at checkout: delivery to your door, collection at a pickup station near you, or "Collect at the Funamu PUDO", where the order waits for you at a Funamu PUDO in your city with no final delivery.

Yes, in your own city. When you choose "Collect at the Funamu PUDO", the PUDOs in your city that receive parcels from other cities are listed. Pick one, or leave it and Funamu uses the nearest. You cannot choose the PUDO in the merchant's city: Funamu picks that one.

Yes. At checkout, "How will you get it?" shows every fee at once: collecting from the merchant is UGX 0, delivery to your door, and delivery to the PUDO nearest your place. Change your delivery place or choose another PUDO and the fees update.

Delivery to a PUDO in your city is meant to cost less, and delivery to your door is meant to be faster. Both fees are shown side by side at checkout, and the fee shown is what you pay.

Usually the same day, 1 to 4 hours after the merchant has the order ready. This is an estimate, not a promise: parcels going the same way travel together in one vehicle. You are told when the parcel is ready, and you collect it with your PIN.

Delivery to a PUDO runs on set routes. If no vehicle carries parcels from the merchant's area to that PUDO yet, checkout says so. Choose another PUDO from the list, or delivery to your door.

The PUDO nearest your delivery place is selected first. You can pick any other PUDO in the list, and the fee updates for the one you pick.

Yes. Open Chats, press New chat (on a phone, the round + button) and choose "Chat with your Ward Manager". It is one chat that stays open, with the Funamu Ward Manager who covers the ward you live in. It needs your ward to be on record: choose your location under More > Manage locations first.

The Funamu worker responsible for one ward: they know the merchants, Delivery Partners and pickup stations there. Write to them about local matters, for example a pickup station in your area. For an order problem, a refund or your account, chat with Funamu Support instead.

Yes. The Ward Manager of the ward you live in can start the chat with you. It is the same single chat you would open yourself, and you find it in Chats. A Ward Manager of another ward cannot.

Your first name, your profile picture if you added one, and what you write in the chat. Not your phone number or your address.

Funamu does not yet know which ward you live in. Open More > Manage locations and choose your location, then try again. Until then you can chat with Funamu Support.

Open Chats and press New chat (on a phone, the round + button at the bottom right). Choose the AI Assistant, Funamu Support, your Ward Manager, or a merchant to find by name.

Open More. "Profile picture" is at the top: press "Upload a picture" and choose a photo (JPEG, PNG or WebP). Press "Change picture" to replace it, or "Remove" to delete it.

The people you chat with on Funamu: merchants, Delivery Partners, PUDO Partners and Funamu staff. A merchant still does not see your name or phone number in a chat; they see the picture you chose to add. If you prefer not to be recognised, do not add a picture.

Open More, and under "Profile picture" press "Remove", then confirm. People you chat with see the standard icon again. You can upload a picture again at any time.

Open the chat and press the camera button beside the message box. Choose a photo from your camera or gallery; you can add up to 4 photos to one message, with or without text. JPEG and PNG photos only. Videos, documents and voice notes cannot be sent.

Photos in a merchant chat open after you have paid for an order from that merchant. Until then the photo button shows a lock and the line "Photos open after you pay for an order from this merchant." It is the same for the merchant: they cannot send you a photo before that either. Once you have one paid order with the merchant, photos stay open in that chat.

In merchant chats (after a paid order), chats about a parcel or delivery, Support chats, and chats with your Partner Officer or Ward Manager. The AI Assistant chat has no photo messages.

A photo shows as a small picture in the chat. Tap it to open it full screen; "Enlarge" makes it bigger and you can scroll around it. "Close" returns to the chat.

Open the photo and press "Report photo". You can say what is wrong with it. Funamu staff look at it and can remove it from the chat. The sender is not told who reported it. Photos are not checked automatically, so reporting is how Funamu learns about a bad one.

Funamu staff took that photo down after it was reported. It is hidden from everyone in the chat. The rest of the chat stays as it was.

Up to 4 photos in one message, and up to 20 photos in one chat in a day. When you reach 20, the app says so and you can send more the next day. Text messages are not limited by this.

Only the people in that chat, and Funamu staff who have access to it. A photo is a private file: it opens through a short-lived link made for the person looking at it, and cannot be found by anyone else.

Because Funamu can only protect a payment it handled. When you pay inside the app, Funamu holds a record of it: it can refund you, track the delivery and help with a dispute. If you pay a merchant directly, by mobile money, cash or bank, Funamu has no record and cannot refund you, track anything or step in. Every merchant chat shows this as a notice at the top.

Do not pay. Messages that share a phone number or payment details are blocked, and when that happens to a merchant in your chat you see a warning with a "Report this merchant" button. Press it and Funamu staff will look at it. Never pay using details shown in a photo either. Keep the order and the payment in the app.

A reminder that stays at the top of every merchant chat: pay only inside Funamu. It cannot be closed, so it is there on the day it matters.

A Funamu worker who owns your order from payment until it is delivered or collected. They message you in the order chat (Orders > your order > Chat with Support), follow up with the merchant, the Delivery Partner and any PUDO for you, and answer your questions there. You see them as "Funamu Support".

Every paid order gets a first message from Funamu Support in the order chat: it confirms the payment and says what happens next. If the merchant is closed, it says the merchant will get your order when they open. Reply in that chat to ask for anything, including a cancellation.

You pay at once. The merchant gets your order when the shop opens and has 30 minutes from opening to accept it before the normal reminders start. Funamu Support is alerted if it is still not accepted 15 minutes after that.

No. An ordinary cancellation is possible only before the Delivery Partner collects the parcel. After that the Cancel option is no longer shown; if something is wrong, write to Funamu Support in the order chat or report a problem on the order.

When the Delivery Partner arrives and cannot reach you, Funamu Support messages you in the order chat at once, again after 5 minutes and after 10 minutes. Answer their call or reply in the chat. Support is alerted after 15 minutes.

The Delivery Partner waits and tries to reach you. A failed delivery can be recorded only after at least 25 minutes and the required call attempts. Your order is not cancelled: if a nearby PUDO can take it, it goes there for you to collect with your delivery PIN, and you are told which PUDO in the order chat.

No handling charge: Funamu pays the PUDO for handling your parcel, and your app is credited with the PUDO handling amount. Once the PUDO has received your parcel, that credit pays any storage fee there first; you pay by mobile money only what is above it. The credit is only for that parcel at that PUDO and cannot be cashed out.

Funamu Support checks with the merchant and confirms in the order chat. If it is approved before a Delivery Partner collects the order, that merchant’s part is cancelled and refunded; if it is not approved, your order simply carries on. You can see the request on your order while it is being checked.

Go to the PUDO named in your order chat, give the staff your 4-digit delivery PIN (from your order), and pay any storage fee the PUDO asks for by mobile money. The PUDO enters your PIN in their app; the parcel is yours only after the PIN is accepted.

A pickup station is offered only while it can take your parcel. It is left out when it is full, when the people who run it have paused or closed it, or when Funamu has suspended it. Choose another pickup station or delivery to your location; it may be offered again later.

Yes. A full pickup station is only hidden from new orders. A parcel already on its way to it is received and you collect it as usual.

The people who run a pickup station cannot close it for good while a parcel is stored there or on its way: the app refuses. If they pause it, only new parcels stop; you still collect yours in the opening hours with your PIN.

Yes. Funamu Operations review each application and the identity document and face photo of the person who answers for the pickup station, before it can be opened for parcels. This is Funamu's own review by a member of staff, not an official check of the document.

The pickup station checks each parcel when it is handed over. A parcel that looks damaged is not accepted as good: it is recorded as damaged, with a note and photos, and Funamu Operations decide what happens, so the damage is on record before the parcel reaches you. You never have to accept a damaged parcel: report the problem on the order in the app.