Merchant FAQ

Create a Funamu account (or sign in with the one you have) in the Funamu merchant app, fill in the merchant form and submit it. The Funamu Operations team reviews it, and approval opens the app to your merchant.

Create a Funamu account (or sign in with the one you have) in the Funamu merchant app, fill in the merchant form and submit it. The Funamu Operations team reviews it, and approval opens the app to your merchant.

The form asks for your business name and business type, the merchant's location (country, city and ward, with its position confirmed on a map), business contacts confirmed with a code, and a payout account. What the merchant sells is optional.

The merchant application asks for no documents.

The merchant application asks for no documents.

Yes. In the merchant form choose Register as: Individual, then give your legal name and the merchant name customers will see. An individual gives no registered business name, business type or documents. Choose Business for a registered business; a business with two or more merchants joins as a Merchant Company.

A business with two or more merchants can join as a Merchant Company. The company gets a Company workspace (Store > Company) covering all its merchants, workers, products, payouts and reports. New merchants are added there and reviewed by Operations.

Yes. One Funamu account can register more than one Merchant Company, each reviewed by Operations. Each company has its own merchants, products, stock, orders, workers and money in its Company workspace; nothing is shared between companies.

A business with two or more merchants can join as a Merchant Company. The company gets a Company workspace (Store > Company) covering all its merchants, workers, products, payouts and reports. New merchants are added there and reviewed by Operations.

There is no fixed time. After you submit, Funamu reviews five checks: the person operating the merchant, your business information, contact details, where your sales are paid out, and that what you sell is allowed. Open Verification to see each check. If a check needs more information, it says what is needed and you are notified. The application shows when it was submitted and when review started; Funamu shows no time estimate unless one is set.

When Operations approves the application, the merchant app opens to your merchant. If Operations needs more information, the application asks you for it.

The rejected application shows the reason Funamu chose, a message explaining it, and what you can do next: correct and resubmit, appeal, or nothing further for a final decision. Internal review notes are not shown.

When Operations asks for more information, update the form and submit it again.

Yes, when the decision allows it: tap Correct and resubmit on the rejected application, change what is needed and submit it again. It stays the same application, as its next review. If the decision says you can appeal, send an appeal instead and Operations either reopens the review or keeps the decision. Some decisions, such as a duplicate merchant, are final.

The merchant app opens to your merchant. Add products from the Funamu catalogue with your prices and measurements, set your store hours and payout account, and accept orders as they arrive.

No. Registering and being approved creates no charge. Commission on the items you sell and optional paid services (campaigns, sponsored placement) are separate.

No. There is no subscription to keep a merchant account. Commission on the items you sell and optional paid services (campaigns, sponsored placement) are separate.

No. There is no minimum number or value of sales; an account with no sales stays active. The order rules (accepting on time, cancellations, the marketplace rules) still apply.

A merchant can register if it is in a city Funamu currently supports; the country alone does not decide. The form offers the cities Funamu has set up, and an application for a city Funamu does not support yet is refused.

The application form offers only the countries, cities and wards that Funamu Operations has set up; your merchant must be in one of them, in a city Funamu currently supports.

Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location.

Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location.

Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location. A Merchant Company adds a new merchant in its Company workspace, reviewed by Operations.

Not directly. The owner requests a change in Store > Merchant account with the new owner's Funamu account email and the reason. Funamu reviews it, and you stay the owner until it is approved. Adding or removing staff never changes the owner, and past orders, payouts and reviews keep their original records.

Open Store > Store hours (merchant owner only). You can set the weekly schedule, set special dates, and use Status to mark the merchant open or closed regardless of the schedule. To stop selling one item, mark it unavailable in Catalog > Products.

Open Store > Merchant account > Close merchant account (account owner only). Selling stops at once. Funamu closes the account when nothing is open: no paid order still in progress, no refund, return, dispute or payout in progress, no money left to pay out (request your payout first) and no invoice from Funamu left unpaid. Until then the screen shows what it is waiting for, and you can choose to keep the account open. Closing deletes nothing: you can still view your orders, statements and exports.

Merchant verification confirms who runs the merchant and that its business information is real. It protects your account and your payouts, stops fake or duplicate merchant accounts, and lets customers see that you completed it. Open Store > Verification to see what is needed and submit it. No documents are asked for.

The merchant application asks for no documents.

The merchant application asks for no documents.

The merchant application asks for no documents.

The merchant application asks for no documents.

Open Store > Verification. When a verification is not approved it shows the reason, for example that business information is missing or could not be matched, or that the merchant location could not be confirmed.

Open Store > Verification to see the reason and which business information is missing. Correct it under "Update business profile", then choose "Submit for verification" again.

There is no fixed time. Open Verification: each of the five checks shows passed, waiting, or "More information needed" with Funamu's note, and you are notified when a decision is made.

Open Home > Business information. It shows the business record created from your application and lets you edit it. A changed business contact is confirmed again with a code sent to it.

Funamu does not ask for documents as part of the merchant application, so no document can expire. If Funamu approved your verification only until a date, Store > Verification shows that date, and after it you submit your business information again.

No. Funamu pays into the payout account you registered, an MTN or Airtel Mobile Money number, with no verification step before a payout. To change that account you enter a code sent to your registered email address. Funamu can put a payout account on hold while it checks a problem; Store > Merchant account shows this, and your balance is kept.

It is not required. Your money goes to the payout account you registered, and that account can be changed only with a code sent to your registered email address, so only you can change where you are paid.

Open Home > Business information. It shows the business record created from your application and lets you edit it. A changed business contact is confirmed again with a code sent to it.

Yes. The account owner requests it in Store > Merchant account > Legal owner of the business, giving the name of the new legal owner and the reason. Funamu reviews it, and the legal owner on record stays the same until it is approved. No document is required. Your payout account stays the same. Past orders, payouts and reviews keep their original records. This is different from changing who manages the account.

Payout account details are masked wherever they are shown, and business contacts are masked in Operations lists. Your account is protected by the settings under Store > Password & Security.

Customers see only your public merchant details: name, description, logo, banner, return policy and location area. Your staff also see the contact person, address and the merchant status they need for their work. Only the owner sees private details such as the registered business name, legal owner and payout account, and payout accounts are always shown masked. Funamu Operations staff see what their role needs, and each look at your business information is recorded with the reason. Delivery and PUDO Partners get only what an assigned delivery needs. Other merchants see nothing that is not public.

Open Store and go to Store profile (merchant owner only). You can set the logo, the banner, the business description and your return policy. Set your opening times under Store > Store hours and add products in Catalog.

Open Home > Business information. It shows the business record created from your application and lets you edit it. A changed business contact is confirmed again with a code sent to it.

Open Store and go to Store profile (merchant owner only). You can set the logo, the banner, the business description and your return policy.

Open Store and go to Store profile (merchant owner only). You can set the logo, the banner, the business description and your return policy.

Open Store and go to Store profile (merchant owner only). You can set the logo, the banner, the business description and your return policy. The description can be up to 1,000 characters.

Your merchant has its own public store link. The logo, banner, description and return policy you set under Store profile are its branding.

Open Home > Business information. It shows the business record created from your application and lets you edit it. A changed business contact is confirmed again with a code sent to it.

The merchant's location is set on the merchant form: country, city and ward, and a position confirmed on a map. It is kept under Home > Business information.

Open Store > Store hours (merchant owner only). You can set the weekly schedule, set special dates, and use Status to mark the merchant open or closed regardless of the schedule.

Open Store > Store hours and add a special date: give the date and whether the merchant is closed or open with other times on that day.

Open Store > Store hours and set Status to closed. It overrides the weekly schedule until you change it.

Open Store > Store hours and set Status back to open, or clear it so the weekly schedule applies again.

A business with two or more merchants can join as a Merchant Company. The company gets a Company workspace (Store > Company) covering all its merchants, workers, products, payouts and reports. New merchants are added there and reviewed by Operations.

Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location. A Merchant Company manages its merchants in the Company workspace, with a merchant switcher.

Yes. Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner.

Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner.

Open Store > Manage staff (merchant owner only) and remove the person, or suspend their access. A merchant must always keep at least one active Owner.

Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner. There are two roles. Staff can view and manage orders, manage products, run promotions (campaigns, promo codes, free delivery, advertising) and reply to customers. Owner can do everything, including store hours, earnings, payouts, payout accounts and staff. Roles cannot be customised.

No. Earnings and payouts are visible to the merchant owner only. Staff see Insights without the amount due.

Yes. The Staff role can view and manage orders.

Yes. The Staff role can manage products, stock and reviews.

Yes. Staff with permission to reply to customers can read and answer the customer chats of your merchant in the Chat tab. Merchant staff have it; for a Merchant Company the admin gives it to a worker as the task "Reply to customers in Chats". They only see the chats of the merchants they work in, customers appear as "Customer" with a reference, and they never see the phone number of a customer or payment details. Messages are recorded with who sent them.

Home shows today's sales, pending orders, your wallet, urgent dispatches and links to Sales overview, Business information, the POS, Catalog, Wallet and Store. The other tabs are AI Assistant, Orders and Chat.

Open the Orders tab. Orders are grouped as New, Packing, Ready for Pickup, In Transit, Delivered, Disputes/Returns and Past. Home also shows your pending orders.

Home shows today's sales. Home > Sales overview shows gross sales, commission and net. Store > Insights shows sales by product.

Home > Sales overview shows gross sales, commission, net, the amount pending settlement, the amount settled and the amount due.

Open Wallet > Payouts for your payout history. The AI Assistant can also read your available balance and payout history.

Open Catalog > Stock & locations. For each product and location it shows available, on hand, reserved, in transit and damaged.

Open Catalog and use Add product. Products come from the Funamu catalogue: search for it by name, pick it and enter your price. Then enter the packed weight, length, width and height so it can be put on sale. Open Catalog > Products, choose the listing and change its price or availability.

Open Store > Customers. A customer appears after their first order; walk-in sales are not listed. You can see their order history and send a message about an order through Funamu.

Open Store tools > Campaigns. Choose the product, a campaign price, the start and end times (Uganda time) and, if you wish, a limit of units at that price and a minimum per order. While it runs, customers pay the campaign price. Campaigns can be edited or replaced there.

Open Store > Insights for sales by product, price suggestions and items customers asked for that you had marked unavailable. Home > Sales overview has your sales totals.

Notices are kept in the app's notification list and sent as push notifications to every phone signed in to the merchant.

Open Store. It holds Store hours, Manage staff, Store tools, Password & Security, Customers and your Store profile. Business information is under Home.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Yes. Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

The CSV exports cover orders, settlement batches, refunds and fees. Stock is shown in Catalog > Stock & locations.

Open Catalog and use Add product. Products come from the Funamu catalogue: search for it by name, pick it and enter your price. Then enter the packed weight, length, width and height so it can be put on sale.

Open Catalog and use Add product. Products come from the Funamu catalogue: search for it by name, pick it and enter your price. Then enter the packed weight, length, width and height so it can be put on sale.

The catalogue product you picked, your price in UGX, and the packed weight, length, width and height. Without all four measurements the item cannot be put on sale.

Open Catalog > Products and choose "Images, status, appeal & category" under the product. Choose "Add image". A product can have up to 10 images; the first one is the main image, and you can reorder images, make another one the main image, or remove one. Images belong to the catalogue product, so they are shared with every merchant who sells it.

You can upload up to 10 images for a product. Product images must meet Funamu's supported format, size and quality requirements: JPEG, PNG or WebP, at least 1000 x 1000 pixels, at most 4000 x 4000 pixels and at most 10 MB. Open Catalog > Products and choose "Images, status, appeal & category" under the product. The limit is set by Funamu and shown there.

Product photos must be JPEG, PNG or WebP. The file itself is checked, not its name.

For best results, upload product images at 1600 x 1600 pixels. Images must be at least 1000 x 1000 pixels and no larger than 4000 x 4000 pixels, with a maximum file size of 10 MB. JPEG, PNG and WebP are supported. A square 1:1 image is recommended. If an image does not meet the rules, the app tells you why (for example "image below minimum resolution").

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Enter the description there (up to 4,000 characters, plain text). It must describe the product accurately and may not contain phone numbers, contact details or payment links. It may not contradict the condition you chose: for example a product marked Used cannot be described as brand new.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Enter the brand and fill the specification fields shown for the product's category (they differ by category; required ones are marked). Customers can filter by these values.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Size and dimensions of the product" enter the product's own length, width and height in centimetres, its weight, capacity or size. These are shown to customers. They are separate from the packed parcel measurements used for delivery, which you enter for the listing in Catalog and which every listing must have before it can be on sale.

Weigh the packed item on a scale and measure its outer length, width and height in centimetres, then enter them for the listing in Catalog. An item cannot be on sale without all four. The values apply to your merchant's listing only.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Colours, sizes and other variants", choose the options of the new variant (such as size, color, model or capacity) from Funamu's lists, its price, and optionally its SKU and stock, then choose "Add variant". Each variant has its own SKU, price, inventory quantity and availability. The same combination cannot be added twice. Customers select the variant they want before adding the product to their cart, and the order keeps the exact variant bought.

When creating product variants, select Color as a variant option and choose from Funamu's colour list (Black, White, Red, Blue, Green, Yellow, Orange, Purple, Pink, Brown, Grey, Beige, Gold, Silver, Multicolor). You cannot type your own colour name. Open Catalog > Products and choose "Condition, description, size and restock" under the product. Each color can be combined with other options such as size or model to create individual variants with their own SKU, price, inventory and availability.

When creating product variants, select Size and choose the sizes available for your product. Funamu uses size options appropriate to the product category, such as clothing sizes (XS to XXXL), shoe sizes (EU, UK or US: EU 42 is not US 42), storage (128 GB) or volume (500 ml). Open Catalog > Products and choose "Condition, description, size and restock" under the product. Each size can be combined with other options such as color or model to create an individual variant with its own SKU, price, inventory and availability.

When creating variants for a product that has different models, select Model as a variant option and choose the models Funamu has recorded for that catalogue product. You cannot invent a model name; if the model you sell is missing, ask Funamu to add it. Each model can have its own SKU, price, inventory, availability and other variant options. Customers select the model they want before adding the product to their cart.

Add a unique SKU to each sellable product variant when creating or editing your product (Catalog > Products and choose "Condition, description, size and restock" under the product. "Your stock code for this product (SKU)"). You can use your existing SKU format, up to 50 characters (letters, digits, spaces and . _ / - #). SKUs must be unique within your merchant inventory, ignoring capital letters (ABC-123 and abc-123 are the same SKU). If you do not enter one, Funamu generates one for you. Changing a SKU never changes past orders: each order keeps the SKU used at purchase.

Open Catalog > Stock & locations and use "Scan code for the POS": choose the product, then scan or type its barcode. The POS then finds the product by that code.

Each product in the Funamu catalogue already has its category, and your listing takes it. If it is wrong, open Catalog > Products and choose "Images, status, appeal & category" under the product. Choose "Change category". You cannot create your own categories, but you can ask Funamu for a missing one there.

You can change the product to another Funamu catalogue category. Open Catalog > Products and choose "Images, status, appeal & category" under the product. Choose "Change category" and pick the right subcategory. Funamu checks the product against the requirements of the new category and may ask you for more information before the product can be sold again: a listing that is missing something the new category needs is taken off sale until you complete it. If other merchants sell the same catalogue product, Funamu reviews the change first. If the category you need does not exist, use "Ask Funamu for this category". Merchants cannot create their own categories. Past orders are never changed.

Products and categories come from the Funamu catalogue, which Funamu maintains. A merchant picks a catalogue product and sets their own price; the app has no way to create a new product or category.

Products and categories come from the Funamu catalogue, which Funamu maintains. A merchant picks a catalogue product and sets their own price; the app has no way to create a new product or category.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under Warranty choose "Has a warranty", "No warranty" or "I do not know". If it has a warranty, provide the warranty duration, provider (your merchant, the manufacturer or another company), coverage, exclusions and claim instructions; "warranty available" alone is not accepted. Warranty information is shown to customers before they buy. Warranty claims are handled according to the stated warranty terms and are separate from Funamu's return and refund policies; Funamu does not give the warranty.

When adding a warranty to a product, provide the warranty duration, provider, coverage, exclusions and instructions for making a warranty claim (Catalog > Products and choose "Condition, description, size and restock" under the product. then Warranty). Customers see these terms before purchasing. The warranty terms that applied when an order was placed are kept with the order, so a later change does not change past orders.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Country of manufacture" choose the country where the product was manufactured from Funamu's country list. Country of origin is separate from your store location and shipping location. Do not select a country unless it is accurate. If you genuinely do not know, you may say so only in categories where Funamu allows it; customers then see "Not provided". Each order keeps the country shown at purchase.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Select its condition: New, Used, Refurbished or Open-box. The condition is shown to customers on the product, in the cart and on the order before they purchase, and each order keeps the condition shown when it was bought. Select the condition that accurately describes the product; the description may not contradict it (a Used product cannot be described as brand new).

Yes. You can sell refurbished products in categories where Funamu allows refurbished items. Select Refurbished as the product condition and complete the refurbished disclosure. If refurbished items are not allowed in the product's category, the app tells you and the listing cannot be saved as refurbished. Refurbished products must not be presented as new.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Select Refurbished as the condition and provide the refurbishment details: the refurbishment provider where applicable, what was inspected, repaired, replaced or restored, the functional and cosmetic condition, the included items, and warranty information if provided. Funamu shows "Refurbished" clearly to customers on the product, in the cart and on the order, with the disclosure, before purchase. The order keeps the disclosure shown at purchase.

Open Catalog > Products, choose the listing and change its price or availability. Measurements and the product video are edited in Catalog and Store tools > Package size & product video.

If a product is only a draft and has no history, you can delete it permanently (Catalog > Products and choose "Images, status, appeal & category" under the product. "Delete (drafts only)"). For products that have been published or have order history, use "Unpublish" or "Archive" there instead. Unpublished and archived products cannot be found or bought; archived products are kept for your records, and their history is retained for orders, returns, refunds, disputes and other records. You can restore an archived product and put an unpublished one back on sale after it passes Funamu's checks.

Yes. Open Catalog > Products and choose "Images, status, appeal & category" under the product. Choose "Unpublish": customers can no longer find or order it. Choose "Put back on sale" when you want to sell it again (Funamu checks the listing is complete first). You can also mark it unavailable in Catalog > Products.

Add the product in Catalog with your price, enter its four measurements and mark it available in Catalog > Products.

Your product listing is pending approval because it requires review before it can be sold. This can happen because of product-category requirements, restricted-product rules, missing information, required measurements, condition disclosures or other marketplace requirements. Listings that pass Funamu's automatic checks need no manual review. Open Catalog > Products and choose "Images, status, appeal & category" under the product. It shows the status, the reason and any action required. A listing cannot receive new orders until it is approved.

A product in a regulated category cannot be listed until its licence and required details are in place, and an item cannot be put on sale without its weight, length, width and height.

An item is taken off sale when a measurement is removed from it. A product video can be hidden by Operations; you are told the reason and can appeal.

Open Catalog > Products and choose "Images, status, appeal & category" under the product. When an appeal is available, it shows the rejection reason, its date and any appeal deadline. Correct the listing if needed, write your explanation (and add a photo or video if one is required), then choose "Submit appeal". Only one appeal can be open for a rejection, and some rejections cannot be appealed. Your listing stays unavailable while the appeal is reviewed. If the appeal is approved, the listing is checked again against Funamu's current rules before it goes on sale; if the appeal is upheld, the listing stays rejected. The original rejection is kept on record.

Products and categories come from the Funamu catalogue, which Funamu maintains. A merchant picks a catalogue product and sets their own price; the app has no way to create a new product or category.

Funamu maintains a platform-controlled list of products that cannot be listed or sold on the marketplace. Prohibited products are blocked from being offered for sale. Some products are not prohibited but may require approval or additional documentation before they can be sold. The Merchant App will show the applicable requirement when you list a product. To check before listing, ask the assistant "Can I sell this?". Each product’s "Compliance, type & customization" panel (Catalog > Products) shows any requirement, its reason and what to do.

Some products and product categories require Funamu approval before a Merchant can sell them. The Merchant App will identify when approval is required and show the information or action needed. Products requiring approval cannot be sold until approval has been granted. Products classified as prohibited cannot be sold even if a Merchant requests approval. An approval covers the product as it was approved: changing its category, brand, type, condition, customization or country of manufacture sends it back for review. To check before listing, ask the assistant "Can I sell this?". Each product’s "Compliance, type & customization" panel (Catalog > Products) shows any requirement, its reason and what to do.

Some catalogue categories are regulated, for example pharmacy and restaurant products. A product in such a category can be listed only when its licence and required details are in place. Catalogue search marks products that need a licence.

Some products need a document before they can be sold, for example for certain categories, brands, imported, used or refurbished items. Funamu sets these requirements. The product's Compliance panel shows "Document required"; add the document reference there and send it for review. The product stays off sale until Funamu accepts the document; a document requirement is not a prohibition. To check before listing, ask the assistant "Can I sell this?". Each product’s "Compliance, type & customization" panel (Catalog > Products) shows any requirement, its reason and what to do.

Some catalogue categories are regulated, for example pharmacy and restaurant products. A product in such a category can be listed only when its licence and required details are in place. Catalogue search marks products that need a licence.

Yes. You can sell imported products on Funamu if the product is permitted and meets the applicable marketplace, compliance, authenticity, tax, and shipping requirements. You must provide accurate country-of-origin information and any additional information or documentation required for the product category. Some imported products may require Operations approval or additional documentation before they can be sold. To check before listing, ask the assistant "Can I sell this?". Each product’s "Compliance, type & customization" panel (Catalog > Products) shows any requirement, its reason and what to do.

Yes. You can sell branded products on Funamu if they are authentic and meet Funamu's marketplace requirements. Some brands or product categories may require approval or authenticity documentation. The Merchant App will show you when additional requirements apply. Do not list counterfeit or misrepresented branded products. Customers see the brand, but Funamu shows a product as verified only after its authenticity review is complete.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Is this product genuine?" choose "Yes, I confirm this product is genuine", confirm that you are responsible for the statement, and save. Then, under "Funamu authenticity verification", choose the kind of evidence you hold (proof of purchase, supplier document, manufacturer or distributor document, serial numbers), give its reference (for example an invoice number) and choose "Ask Funamu to verify". Funamu reviews the request; if it is approved, customers see "Funamu Verified Authentic" on the listing. Your own statement is always shown as yours, not as Funamu's verification.

Yes. You can sell used products in categories where Funamu allows them. Select Used as the product condition and accurately disclose its condition, including material wear, defects, included items, and other relevant information. Some categories may require Operations approval or additional documentation. Used products must not be presented as new. In the app you choose a grade (Excellent, Good, Fair or Poor) and describe the condition; customers see both, and each order keeps what was shown at purchase.

Yes. You can sell refurbished products in categories where Funamu allows them. Select Refurbished as the product condition and provide the required refurbishment and condition information. Some categories may require Operations approval or additional documentation. Refurbished products must be clearly identified and must not be presented as new or used.

Yes. You can sell customized products where Funamu allows customization for the relevant product category. You must clearly describe the available customization options and collect any information required to fulfill the order. The customer's selected customization is recorded with the order. Some categories or customization types may require Operations approval or additional documentation. Add the options (text or a list of choices) in the product's "Compliance, type & customization" panel.

Yes, where Funamu allows digital products for the relevant category. Digital products use Funamu's supported digital delivery or access methods rather than normal physical delivery. The Merchant App will show any approval, documentation, or content requirements that apply. Purely digital orders do not require a Delivery Partner or PUDO Partner. Set the product type to Digital, then upload the file (from Funamu Merchant on the web) or write the access details; the buyer opens it in the Funamu app after payment.

Yes. Merchants can sell services in categories that Funamu supports. Service listings must clearly describe the service, price, availability, location or service area, and what is included. Some services may require Operations approval or additional documentation. Service orders use a service-specific fulfillment process rather than normal physical-product delivery. Set the product type to Service, choose whether the customer comes to you, you go to the customer or it is remote, and schedule and complete each booking under Products > Compliance centre & digital / service orders.

Your product was flagged because Funamu identified an issue under one of its marketplace, catalogue, compliance, authenticity, shipping, or product-information rules. The Merchant App will show the reason and any action required. Some flags can be corrected by updating the listing, while others require Operations review or may prevent the product from being sold. A flag is a warning, an action required, a pending review or a rejection; it is not a violation on your merchant.

An item is taken off sale when a measurement is removed from it. A product video can be hidden by Operations; you are told the reason and can appeal.

A hidden product video can be appealed in Store tools > Package size & product video: say why the video should be shown, and you are told the decision.

Repeatedly listing prohibited products is treated as a Merchant compliance violation. Funamu may progressively restrict your ability to list products, require corrective action or Operations review, or suspend relevant selling privileges. Serious violations may result in immediate enforcement. The applicable action depends on the marketplace rules and your compliance history. You will be shown the reason for an enforcement action and any available review or appeal process. Only violations Funamu has confirmed count; you can see them under Products > Compliance centre and appeal from Account > Policy notices.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Colours, sizes and other variants", write the options of the new variant (for example Color: Black, Size: 42) using the options Funamu allows for that category, then its price, and optionally its SKU and stock, and choose "Add variant". Each variant is stored separately under the same catalogue product, with its own SKU, price, stock and availability. The same combination cannot be added twice, and some categories require certain options (Funamu sets this). Customers choose the variant before adding the product to their cart.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Colours, sizes and other variants", add the size as an option (for example Size: 42, or Size: M) from the sizes Funamu allows for that category: clothing XS to XXXL, shoes EU, UK or US (EU 42 is not US 42), storage or volume. Enter the price, and optionally the SKU and stock, for each size and choose "Add variant". Customers choose an available size before adding the product to their cart.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Colours, sizes and other variants", add the colour as an option (for example Color: Black) from Funamu's colour list; you cannot type your own colour name. Enter the price, and optionally the SKU and stock, for each colour and choose "Add variant". Choose "Details" on a variant to give it its own photo. Customers choose an available colour before adding the product to their cart.

Each variant has its own price. Enter it when you add the variant, or choose "Details" on the variant and change its price in Catalog > Products. Customers see the price of the variant they selected. A price change applies to future purchases only and never changes existing orders. Funamu's price limits for the category and promotion rules still apply.

Each variant has its own stock. Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Stock, SKU and status of each variant", choose "Manage" on the variant, pick the stock location if you have more than one, and save the quantity. Online orders reserve and take stock from your online-order (default) location, and only from the exact variant bought. When one variant reaches zero it becomes unavailable; the others stay on sale.

Each variant must have its own SKU, unique in your merchant ignoring capital letters (ABC-123 and abc-123 are the same), up to 50 characters. Enter it when you add the variant, or choose "Manage" on the variant under "Stock, SKU and status of each variant" and "Change SKU"; leave the box empty to let Funamu generate one. Every change is recorded, and existing orders keep the SKU they were bought with.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Stock, SKU and status of each variant", choose "Manage" on the variant. A variant that was never ordered and has no stock history can be deleted ("Delete variant"). A variant with orders, reservations or stock history is archived instead ("Archive variant"), so existing orders and records stay accurate. Removing one variant does not change the other variants of the product.

Customers choose the variant on the product page, before adding it to the cart. The cart and the order name that exact variant. Checkout checks its price, availability, stock and eligibility again before payment; if it is no longer available, the customer must choose an available option (Funamu never swaps it silently). The order keeps the variant's options, price and SKU.

A variant is unavailable when it is out of stock, unpublished, archived, waiting for Funamu review, rejected, restricted by a marketplace rule, or when your merchant is not taking orders. The reason is shown under "Stock, SKU and status of each variant"; customers see a simple label such as "Out of stock" or "Temporarily unavailable". Other variants of the same product can stay on sale. Funamu checks availability again when a customer adds the variant to the cart and at checkout.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Stock, SKU and status of each variant", choose "Manage" on the variant and its location. Either save a new count ("Save count"), or add or remove units with a reason (Received, Found, Returned, Damaged, Lost, Count correction, Other). Units reserved for customer orders are protected: a count or removal never goes below them. Every change is recorded, and updating one variant never changes the others.

You set your own price in UGX when you add the product, and you can change it in Catalog > Products.

Yes. Open Catalog > Products, choose the listing and change its price or availability. Orders already placed keep the price they were charged.

As often as you like. A new price applies to new orders only; orders already placed keep their price. The "was" price in a campaign is always your lowest price of the last 30 days.

A campaign gives a product a different price between a start time and an end time that you choose (Uganda time). Set it in Store tools > Campaigns.

Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. While one of your campaigns runs, customers pay the campaign price, and may see your earlier price crossed out.

Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. The customer pays the delivery fee separately at checkout.

You are responsible for the taxes on your own sales, including VAT if your merchant is VAT-registered with URA. Prices on Funamu are what the customer pays, with any tax already inside. Funamu does not deduct tax from your payouts.

Your prices are the prices customers pay; Funamu adds no tax on top of them. Where Funamu has an active tax rule for a product's category and Funamu Operations has recorded your merchant as tax-registered, the customer's checkout and order state how much of your price is that tax, worked out on the amount paid after any discount. The order keeps that amount even if the rule changes later.

Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. Commission is taken from what you earn on the order, not added to the price the customer sees.

No. Every customer sees the same price. To reward customers, use a promo code or a price campaign.

No. Every customer sees the one merchant price you set.

A campaign can require a minimum quantity per order for its campaign price.

Open Store tools > Campaigns. Choose the product, a campaign price, the start and end times (Uganda time) and, if you wish, a limit of units at that price and a minimum per order. While it runs, customers pay the campaign price.

Open Store tools > Campaigns. Choose the product, a campaign price, the start and end times (Uganda time) and, if you wish, a limit of units at that price and a minimum per order. While it runs, customers pay the campaign price.

Yes. In Store tools > Free delivery (merchant owner only), set a minimum order value. When the goods from your merchant in an order reach it, the customer pays no delivery fee for your part; the fee is taken from your takings for that order part. The Delivery Partner is still paid in full.

Your merchant sets and pays for a campaign discount. Orders already placed keep the price they were charged.

Not at present. Every discount and campaign is paid for by the merchant.

Funamu does not change your price. While one of your campaigns runs, customers pay the campaign price; when it ends, your normal price applies again.

Open Catalog > Stock & locations. Choose the location and the product, say what happened (received stock, a physical count, damaged, discarded or a transfer) and enter the quantity. Use received stock to add.

Open Catalog > Stock & locations. Choose the location and the product, say what happened (received stock, a physical count, damaged, discarded or a transfer) and enter the quantity.

Open Catalog > Stock & locations. Choose the location and the product, say what happened (received stock, a physical count, damaged, discarded or a transfer) and enter the quantity. A physical count sets the quantity on hand; damaged and discarded reduce what can be sold.

Yes, for products whose stock you track. An order reserves the stock when it is placed and the stock is taken off when the order is paid. A reservation for an order that is never paid is released.

Yes, for products whose stock you track. An order reserves the stock when it is placed and the stock is taken off when the order is paid. A reservation for an order that is never paid is released.

For a product whose stock you track, a sale is refused when not enough is available, so it cannot be oversold. A product with no stock entered sells on its availability setting alone.

Open Catalog > Products and mark the listing unavailable. If you track its stock, a physical count of 0 also stops it selling.

No. Funamu never sells more than the stock you have; a product shows as sold out when its stock reaches zero.

Yes, per product: set its low-stock level on the product. Without one, the level Operations set for its category applies (3 unless changed).

When a product reaches its low-stock level you get one notice (push and in the app). You get another only after it is restocked above the level and runs low again.

Yes. Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location.

In Catalog > Stock & locations record a transfer out at the sending location and a transfer received at the receiving one. Stock on its way shows as in transit.

Open Catalog > Stock & locations and add a "New location / branch". Stock is then kept per location.

Yes. Catalog > Import > Stock file (CSV) with two columns, sku and stock. It sets the stock you have now.

Yes, by exporting a CSV from that system and putting it in the Funamu stock template (sku, stock). Automatic connection to other systems is not offered.

The CSV exports cover orders, settlement batches, refunds and fees. Stock is shown in Catalog > Stock & locations.

Stock moves only through orders, POS sales and the changes recorded in Stock & locations. Stock from a paid order that is later cancelled or refunded is not added back automatically. Record it yourself as received stock. A physical count corrects the quantity on hand.

Yes, for products whose stock you track. An order reserves the stock when it is placed and the stock is taken off when the order is paid. A reservation for an order that is never paid is released. POS sales and sales recorded by the AI Assistant use the same stock.

Count the stock and record a physical count in Catalog > Stock & locations: it sets the quantity on hand for that product and location.

On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome. For a product whose stock you track, a sale is refused when not enough is available, so it cannot be oversold. A product with no stock entered sells on its availability setting alone.

Yes. Catalog > Import > Products file (CSV), up to 500 rows per file. New products are added as not yet available: add photos, then publish them.

Yes. In Products, select several and choose Change price, Change stock, Publish, Unpublish or Archive (up to 200 at once). You can also re-import the CSV with your changes.

Yes: select several products and choose Change price, or import a CSV with sku and price.

Yes: select several products and choose Change stock, or import a CSV with sku and stock.

You can archive several at once. Products that were ever ordered are archived, never deleted, so order history stays complete.

Yes. Select them and choose Publish. Each product must still pass the listing checks (photos, category, measurements).

Yes. CSV only, UTF-8. An Excel sheet saved as CSV works.

The CSV exports cover orders, settlement batches, refunds and fees.

Download the template in Catalog > Import. Columns: sku, product_id (or the exact catalogue product_name), price (UGX), stock, weight_kg, length_cm, width_cm, height_cm (the packed parcel).

The import lists every failed row with its row number and reason, for example a missing sku or price, a product not found in the catalogue, a price outside the category limits or a duplicate sku. Rows without errors are still saved.

Download the error file: it holds only the failed rows with an error column. Fix those rows and import the file again.

A new order raises a notice in the app and a push notification on every phone signed in to the merchant, and it appears under New in the Orders tab. New-order notices cannot be switched off.

Open the Orders tab. Orders are grouped as New, Packing, Ready for Pickup, In Transit, Delivered, Disputes/Returns and Past. Home also shows your pending orders.

New: waiting for you to accept. Packing: accepted or being prepared, including an item marked unavailable or a substitute offered. Ready for Pickup: ready, waiting for or assigned to a Delivery Partner. In Transit: picked up, out for delivery or redelivery scheduled. Delivered: delivered and waiting for the customer's confirmation, or collected. Disputes/Returns: disputed, held for investigation, resolved or returned to you. Past: everything else, such as completed and cancelled.

Open the Orders tab, find the order under New and accept it. Several new orders can be accepted at once. You can also ask the AI Assistant, which shows an Accept button for you to tap.

Open the order under New and reject it, choosing a reason. If the order was already paid, the customer is refunded in full for your items.

15 minutes while your merchant is open. The app reminds you at 5 and at 10 minutes.

After 15 minutes Funamu Operations are alerted; they follow up with your merchant and the customer and decide what happens to the order. The order is not cancelled automatically. It counts against your response rate.

On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

You can lower it by marking units unavailable; the customer is refunded for them. You cannot raise it.

On an accepted order you can offer a substitute for an item.

No. The customer pays the price shown when they ordered.

No. The customer places a new order for the extra item.

On an accepted order you can mark an item unavailable.

Open the order under New and reject it, choosing a reason. If the order was already paid, the customer is refunded in full for your items. On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

A new order can be rejected with a reason before you accept it. After accepting, an item can be marked unavailable.

Open the order under New and reject it, choosing a reason. If the order was already paid, the customer is refunded in full for your items. On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

The order shows every one of your lines. Each can be accepted, prepared and marked ready, and an item you cannot supply can be marked unavailable or substituted.

The order shows every one of your lines. Each can be accepted, prepared and marked ready, and an item you cannot supply can be marked unavailable or substituted.

Each customer's order is its own entry in the Orders tab. Several new orders can be accepted at once, and Home > Batch waybills prints their waybills together.

Each order has a printable PDF of its shipping documents. Home > Batch waybills prints several at once, and Store tools > Today's manifest opens the day's manifest as a PDF.

Each order has a printable PDF of its shipping documents. Home > Batch waybills prints several at once, and Store tools > Today's manifest opens the day's manifest as a PDF.

Yes. Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

In the Orders tab, search by order ID, SKU or item, or by the customer's full phone number when you already have it (part of a number finds nothing). You can also filter by date, shipping method and destination region.

In the Orders tab, search by order ID, SKU or item, or by the customer's full phone number when you already have it (part of a number finds nothing). You can also filter by date, shipping method and destination region.

In the Orders tab, search by order ID, SKU or item, or by the customer's full phone number when you already have it (part of a number finds nothing). You can also filter by date, shipping method and destination region.

In the Orders tab, search by order ID, SKU or item, or by the customer's full phone number when you already have it (part of a number finds nothing). You can also filter by date, shipping method and destination region.

For a merchant it is: accept the order, start preparing, pack the items and mark the order ready for pickup. A Delivery Partner then collects it, or the customer collects it from your merchant.

After accepting, use Start preparing on the order, pack the items, then use Mark ready for pickup. The order moves from Packing to Ready for Pickup.

You state it yourself: Store > Store hours > Delivery services has "Minutes you need to prepare a paid order". The same card lists your orders to prepare with the time each should be ready by. Customers see a delivery estimate built from this time. Funamu has one delivery service, Standard; an order to a customer in another city is estimated at 24 to 48 hours.

The order moves to Packing. After accepting, use Start preparing on the order, pack the items, then use Mark ready for pickup. The order moves from Packing to Ready for Pickup.

After you accept it. The order shows what to pack next and where its first leg goes, for example the PUDO or the customer.

Pack it to survive a motorbike ride: close it fully (tape or seal), pad anything that can break, put liquids in a sealed bag, and use one package per order. The order screen shows this checklist.

The package must be closed, labelled with the order number, match the product's measurements, and must not show the customer's phone number.

Not at present.

Yes, as long as it meets the packaging requirements. Your merchant branding is welcome.

Each order has a printable PDF of its shipping documents. Home > Batch waybills prints several at once, and Store tools > Today's manifest opens the day's manifest as a PDF.

Each order has a printable PDF of its shipping documents. Home > Batch waybills prints several at once, and Store tools > Today's manifest opens the day's manifest as a PDF.

The Funamu order number and your merchant name, printed or clearly handwritten. With more than one package, number them "1 of 2", "2 of 2". Never the customer's phone number.

No. Each order travels and is confirmed on its own, even for the same customer.

Yes. Enter the number of packages on the order (1 to 50); the Delivery Partner sees it.

Open the order and use Mark ready for pickup, or ask the AI Assistant, which shows a Mark ready button for you to tap.

After accepting, use Start preparing on the order, pack the items, then use Mark ready for pickup. The order moves from Packing to Ready for Pickup.

Open the order and use Mark ready for pickup. It moves to Ready for Pickup.

If a Delivery Partner is kept waiting at your merchant, Funamu Operations decides what happens: more time, releasing the Delivery Partner and dispatching again, or cancelling the item.

When a Delivery Partner is waiting, you can say in how many minutes the order will be ready (1 to 240). No cutoff time is scheduled for handover.

Mark the order ready. Funamu assigns a Delivery Partner, who comes to your merchant and taps "Arrived at merchant". You confirm the handover by entering the Delivery Partner's pickup PIN on the order (they press "Show pickup PIN" in their app); the order then shows "Pickup confirmed" (report 0197). When the customer collects from your merchant instead, you confirm the handover with the customer's PIN.

A Delivery Partner assigned by Funamu, or the customer when they chose to collect from the merchant. You confirm the handover by entering the Delivery Partner's pickup PIN on the order (they press "Show pickup PIN" in their app); the order then shows "Pickup confirmed" (report 0197). When the customer collects from your merchant instead, you confirm the handover with the customer's PIN.

You do not request it. Marking the order ready puts it in line for a Delivery Partner.

Yes. Once the order is ready, Funamu assigns the Delivery Partner.

Once a Delivery Partner accepts, the order shows they are assigned. When they arrive, the order shows "Delivery Partner waiting" with the GPS-verified arrival time.

The order shows when a Delivery Partner is assigned and when they have arrived (GPS verified). The Chat tab has your conversation with them.

The assigned Delivery Partner reads you a 4-digit pickup PIN from their app ("Show pickup PIN"). Enter it on the order under "Packing and handover" and press Confirm handover. A PIN works once, expires after 15 minutes and never works for a Delivery Partner who is no longer assigned. Never hand a parcel over before the PIN is accepted.

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. At pickup, check the pickup code in the Delivery Partner's app, not their ID.

You confirm the handover by entering the Delivery Partner's pickup PIN on the order (they press "Show pickup PIN" in their app); the order then shows "Pickup confirmed" (report 0197). When the customer collects from your merchant instead, you confirm the handover with the customer's PIN.

You can use "Release delivery partner" on the order, giving a reason, so that the delivery is dispatched again.

When the Delivery Partner taps "Arrived at merchant", the order shows "Delivery Partner waiting" with the GPS-verified arrival time. Mark the order ready, or say in how many minutes it will be ready (1 to 240) with an optional note for the Delivery Partner and Operations.

When the Delivery Partner taps "Arrived at merchant", the order shows "Delivery Partner waiting" with the GPS-verified arrival time. Mark the order ready, or say in how many minutes it will be ready (1 to 240) with an optional note for the Delivery Partner and Operations.

You can use "Release delivery partner" on the order, giving a reason, so that the delivery is dispatched again.

Yes. When one Delivery Partner collects several of your orders, each is confirmed in the same visit.

You confirm the handover by entering the Delivery Partner's pickup PIN on the order (they press "Show pickup PIN" in their app); the order then shows "Pickup confirmed" (report 0197). When the customer collects from your merchant instead, you confirm the handover with the customer's PIN.

A Delivery Partner can reject a pickup and give a reason. You are notified and the order shows the reason.

Tell Funamu Support from the order; Operations reroute it. Entering the assigned Delivery Partner's pickup PIN and checking the order number on each package prevents this.

From the moment a pickup (or your drop-off at a PUDO) is confirmed, Funamu is responsible. If Operations confirm the parcel was lost, you are paid for your part as if it had been delivered, and the customer gets a refund.

For an order that travels through a PUDO to another city, you can take the parcel to that first PUDO yourself instead of waiting for a Delivery Partner.

The drop-off station is the PUDO on your order's route. The order shows its name and address when drop-off is available.

You do not choose it: it is the PUDO on the order's route. Choose "I will drop it at the PUDO" on the order.

Your ready Funamu orders that travel through that PUDO. The PUDO can refuse a parcel that is not closed properly, damaged, too big or heavy, restricted or wrongly labelled.

As for a pickup: accept it, pack and label it, then choose drop-off on the order to get its drop-off code.

Show the order's 6-digit drop-off code from your app. No ID card is needed.

The PUDO enters your drop-off code in their app. Your order then shows the drop-off as received and you get a notice.

Yes. Each order has its own drop-off code.

Funamu takes over, as after a pickup. You are paid that first trip's delivery fee (less the delivery commission) with the order's settlement, because you carried it.

No. If you cannot reach that PUDO, cancel the drop-off on the order and a Delivery Partner is sent to collect.

Cancel the drop-off on the order; a Delivery Partner is then sent to collect it from your merchant.

The PUDO records the reason and you get a notice. Fix the problem and drop it again, or a Delivery Partner is sent to collect it.

Delivery Partners assigned by Funamu. For another city the parcel also passes through Funamu PUDOs, and the customer may choose a pickup station or collect from your merchant.

Funamu assigns the Delivery Partner. You cannot choose one.

No. Funamu assigns the Delivery Partner. You cannot choose one.

The delivery fee is charged to the customer at checkout. It depends on the distance between the merchant and the customer (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.

The customer. The delivery total is shown at checkout and paid with the order.

The customer. The delivery total at checkout includes each vehicle trip, PUDO handling and any pickup station charge.

A Delivery Partner collects the order from your merchant and takes it to the customer's door or to the pickup station the customer chose. The handover to the customer is confirmed with the customer's PIN.

A Delivery Partner collects the parcel from your merchant and takes it to the Funamu PUDO in your city. It then travels PUDO to PUDO to the customer's city, where it is delivered to the customer, held at a pickup station, or collected at the PUDO. The order shows the route.

Your items can be ordered from any city you deliver to: your own city, and each other Funamu city that has a PUDO route from yours and that you have not switched off. Store hours > Where you deliver lists every Funamu city with "Delivering" or the reason it is not, and lets you stop selling to other cities altogether or switch single cities off. Funamu still checks each order at checkout, so a customer outside the delivery areas, or in a city you do not deliver to, cannot place it.

Customers see an estimate at checkout built from your preparation time, the distance from your merchant and, for another city, the PUDO departure and travel time. Set your preparation time under Store > Store hours > Delivery services. If you leave it empty and Funamu has no usual time for your city, no estimate is shown for your items. Estimates are not guarantees.

The customer's order shows the delivery as later than first estimated. The delivery service they chose and its fee do not change. The order's tracking keeps showing each real step, and Funamu Operations sees late deliveries in its delivery overview.

The delivery is recorded as failed and the order shows what happens next, such as redelivery scheduled or returned to the merchant.

The delivery is recorded as failed and the order shows what happens next, such as redelivery scheduled or returned to the merchant.

The Delivery Partner contacts the customer through the app. If delivery still fails, the failed-delivery process applies (another attempt, a pickup station or return). Merchants pay no fee for it.

From the moment a pickup (or your drop-off at a PUDO) is confirmed, Funamu is responsible. If Operations confirm the parcel was lost, you are paid for your part as if it had been delivered, and the customer gets a refund.

The customer can report a problem on the order. It becomes a dispute that Funamu Operations reviews, and you can add your response and evidence.

Funamu, from the moment the pickup or your drop-off at the PUDO is confirmed.

Open the order. It shows the delivery route, for example Store → PUDO → Customer, the status of each leg and the vehicle once one is assigned. The Orders tab groups orders into Ready for Pickup, In Transit and Delivered.

Open the order. It shows the delivery route, for example Store → PUDO → Customer, the status of each leg and the vehicle once one is assigned. The Orders tab groups orders into Ready for Pickup, In Transit and Delivered.

Ready for Pickup: ready, waiting for or assigned to a Delivery Partner. In Transit: picked up, out for delivery or redelivery scheduled. Delivered: delivered and waiting for the customer's confirmation, or collected by the customer.

Open the order: its route lists each leg, such as Store → PUDO, with that leg's status.

Open the order: its route lists each leg with that leg's status.

Operations can reroute an order to a pickup station when the customer asks Funamu Support. You see the new route on the order.

No. Only the customer, through Funamu, can change where an order goes.

You prepare it like any other order and mark it ready. A Delivery Partner collects the parcel from your merchant and takes it to the Funamu PUDO in your city. It then travels PUDO to PUDO to the customer's city, where it is delivered to the customer, held at a pickup station, or collected at the PUDO. The order shows the route.

Your items can be ordered from any city you deliver to: your own city, and each other Funamu city that has a PUDO route from yours and that you have not switched off. Store hours > Where you deliver lists every Funamu city with "Delivering" or the reason it is not, and lets you stop selling to other cities altogether or switch single cities off. Funamu still checks each order at checkout, so a customer outside the delivery areas, or in a city you do not deliver to, cannot place it.

The order's route shows each leg with the PUDO it goes through.

The Funamu PUDO in your city receives the parcel first. The order's route shows its legs.

You do not drop it off: a Delivery Partner collects it from your merchant and takes it to the PUDO.

On the first inter-city departure from your city's PUDO that still has space and that the parcel reaches before its cutoff. The order shows each parcel's tracking number and its latest step; it shows In transit only once the vehicle has actually left.

Each route has its own departure days and times, set by Funamu Operations. The customer's estimate at checkout already uses the next departure your parcel can make, so preparing the order on time keeps the estimate.

It travels on the next departure that has space. A parcel that reaches the PUDO after a departure's cutoff waits for the next one; nothing needs to be booked again by you.

There is no fixed time: each route has its own travel time set by Funamu Operations, and any delay recorded on the route is added. Once the parcel has left, its estimate is worked out from the time the vehicle actually left.

Funamu Operations records the delay on the route, the PUDO or the last deliveries, and new estimates include it. A parcel that is long in transit is investigated by Operations; it is never marked lost by a timer. You and the customer see the latest recorded step on the order.

From the destination PUDO the parcel is delivered to the customer, taken to the pickup station they chose, or collected by the customer at the PUDO.

A Delivery Partner in the customer's city takes the parcel from the destination PUDO to the customer or to the pickup station.

Yes. At checkout the customer can choose a pickup station, or to collect at the Funamu PUDO.

Yes. At checkout the customer can choose delivery to their door.

A customer has 7 free days to collect at a pickup station, then 7 more days with a storage fee for each day. A parcel still uncollected after that is sent back to the merchant and the customer is refunded the item price, minus the delivery fee, the pickup station fee, the unpaid storage fee and the refund transaction cost. It appears under "Returns coming back to you" in the Orders tab, where you confirm you received it.

A customer can ask to return an item when its product category allows returns and they received it no more than 7 days ago. They give a reason, may add photos or a video, and have 72 hours to hand the item over. It is then brought back to your merchant, where you inspect it and answer Pay Back or No Pay Back.

You are notified when a return is requested. Returns are listed under "Customer returns" in the Orders tab (Disputes/Returns).

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

The customer chooses one of: wrong item received, different from the listing, does not work, parts or accessories missing, arrived damaged, wrong size or option ordered, changed their mind, or another reason, and adds their own words. Together with the condition the customer states (unopened, opened but unused, used in good condition, used and damaged, damaged, parts missing), the reason decides whether the item can come back under the return rules for it. Each return shows the reason and the condition stated.

The customer may attach photos and a video to the return request. You can open them on the return in the Orders tab.

It depends on the reason and the return rules. When the return is caused by your merchant (wrong item, different from the listing, faulty, parts missing), your merchant bears the return delivery fee; for a customer's own choice the customer pays it from their refund. Funamu may cover or waive it where a rule says so. The decision is made and recorded when the return is requested, and each return shows the fee and your merchant's part; your part is settled with Funamu. Operations can change it only with a recorded reason.

An order delivered to the door is returned at a pickup station the customer chooses. An order collected at a pickup station is returned to that station or another in the same city. An order collected from your merchant is returned to your merchant.

An order delivered to the door is returned at a pickup station the customer chooses. An order collected at a pickup station is returned to that station or another in the same city. An order collected from your merchant is returned to your merchant.

Not from the customer's home. The customer hands the item over at a pickup station or at your merchant; a carrier then brings it from the station to you.

Each return carries an estimate built from its route: when the customer hands it over, the travel from the return point to your merchant (through the PUDOs if it comes from another city) and the time you have to inspect it (48 hours unless a rule says otherwise). The return reference on the parcel links it to the original order.

When the item reaches you, open the return under "Customer returns" in the Orders tab and use Confirm item received. Record the condition you found (and any missing parts) with Record inspection; it is kept next to what the customer stated and never replaces it, and a difference is flagged to Funamu. Then answer Pay Back or No Pay Back with your reason. Recording the condition does not decide the return.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

A return can be requested only within 7 days of the customer receiving the item; after that the app does not offer it. A request whose item is not handed over within 72 hours closes and no money moves.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final.

Answer No Pay Back on the return and give your reason. Funamu Operations then makes the final decision, with both sides' reasons and the evidence.

If you answer Pay Back, the customer is paid back. If you answer No Pay Back, Funamu Operations makes the final decision.

On Pay Back the customer is refunded to the number that paid, and your credit for that item and Funamu's commission on it are reversed. If the final decision is No Pay Back, the item goes back to the customer. They collect it from your merchant or a pickup station, and the handover is confirmed with a new 4-digit collection PIN.

Refunds are approved by the Funamu team, not by the merchant. The one exception is a customer return, where your Pay Back answer approves the pay back.

When you reject a paid order or an item cannot be supplied, a refund request is opened for the customer at once. A cancellation the customer asks for, and a reported problem, are refunded after the Funamu team approves. A return is refunded on Pay Back.

When the cancellation was not the customer's doing, such as a rejected order or an unavailable item, the customer is refunded in full. On a cancellation the customer asked for, the refund is less the payment provider's transaction fee. A return pay back carries no refund fee.

On Pay Back the customer is refunded to the number that paid, and your credit for that item and Funamu's commission on it are reversed.

On Pay Back the customer is refunded to the number that paid, and your credit for that item and Funamu's commission on it are reversed.

No. A merchant cannot issue a refund. Partial refunds are decided by Funamu Operations.

Refunds are approved by the Funamu team, not by the merchant. The one exception is a customer return, where your Pay Back answer approves the pay back.

For a return, answer No Pay Back with your reason. For a reported problem, add your response and evidence on the dispute. The Funamu Operations team reviews the evidence and decides the outcome.

Use Appeal on the decision in the order with your evidence. A different Operations reviewer decides.

On Pay Back the customer is refunded to the number that paid, and your credit for that item and Funamu's commission on it are reversed.

When you reject a paid order or an item is unavailable, the customer is refunded in full. On a cancellation the customer asked for, the Funamu team reviews the request and the refund is less the payment provider's transaction fee.

Each item is handled on its own: a rejected or unavailable item is refunded while the rest of the order continues.

Each merchant's lines are refunded on their own. If one merchant rejects its items, those are refunded at once while the other merchants' items continue.

For a return, that cannot happen: the pay back is made only after the item has come back to you and you, or Operations, have answered Pay Back.

After you confirm the item was received, you answer Pay Back or No Pay Back; No Pay Back needs a reason. No Pay Back does not refuse the customer: the case goes to Funamu Operations, whose decision is final. If the final decision is No Pay Back, the item goes back to the customer. They collect it from your merchant or a pickup station, and the handover is confirmed with a new 4-digit collection PIN.

Money from an order is first held in escrow. When the delivery is confirmed, your earning is credited less commission and becomes available to withdraw according to your payout option. You choose one of two payout options in Wallet > Payouts (a Merchant Company chooses for all its merchants). Fast Payout: 90% of each sale's earning can be withdrawn as soon as the delivery is confirmed, and 10% is held until 8 days after delivery. Full Payout After 8 Days: the whole earning can be withdrawn 8 days after delivery, when the 7-day return window has passed. A merchant starts on Full Payout until it chooses. A change applies to orders delivered after you save it; money already held keeps its own release date. You are then paid when you request a payout: open Wallet and use Request Payout.

Money from an order is first held in escrow. When the delivery is confirmed, your earning is credited less commission and becomes available to withdraw according to your payout option. You choose one of two payout options in Wallet > Payouts (a Merchant Company chooses for all its merchants). Fast Payout: 90% of each sale's earning can be withdrawn as soon as the delivery is confirmed, and 10% is held until 8 days after delivery. Full Payout After 8 Days: the whole earning can be withdrawn 8 days after delivery, when the 7-day return window has passed. A merchant starts on Full Payout until it chooses. A change applies to orders delivered after you save it; money already held keeps its own release date. You are then paid when you request a payout: open Wallet and use Request Payout. There is no payout schedule and no approval step: you are paid when you request a payout, any day, at most one request per day (Uganda time). The minimum is UGX 15,000 (UGX 60,001 for a Merchant Company). Mobile money pays at most UGX 5,000,000 a day.

MTN Mobile Money or Airtel Money. Your payout account is one Mobile Money number on either network; bank accounts are not paid.

Funamu pays you into one payout account, an MTN or Airtel Mobile Money number, registered when you applied. To add or change it, open Wallet > Payout accounts (merchant owner only), enter the number, press "Send code to my email" and enter the code sent to your registered email address. The new account replaces the old one.

Funamu pays you into one payout account, an MTN or Airtel Mobile Money number, registered when you applied. To add or change it, open Wallet > Payout accounts (merchant owner only), enter the number, press "Send code to my email" and enter the code sent to your registered email address. The new account replaces the old one.

Funamu pays you into one payout account, an MTN or Airtel Mobile Money number, registered when you applied. To add or change it, open Wallet > Payout accounts (merchant owner only), enter the number, press "Send code to my email" and enter the code sent to your registered email address. The new account replaces the old one.

Mobile Money payouts usually arrive within minutes of Request Payout. A payout still pending is followed up by Operations.

There is no payout schedule and no approval step: you are paid when you request a payout, any day, at most one request per day (Uganda time). The minimum is UGX 15,000 (UGX 60,001 for a Merchant Company). Mobile money pays at most UGX 5,000,000 a day. You choose one of two payout options in Wallet > Payouts (a Merchant Company chooses for all its merchants). Fast Payout: 90% of each sale's earning can be withdrawn as soon as the delivery is confirmed, and 10% is held until 8 days after delivery. Full Payout After 8 Days: the whole earning can be withdrawn 8 days after delivery, when the 7-day return window has passed. A merchant starts on Full Payout until it chooses. A change applies to orders delivered after you save it; money already held keeps its own release date.

A payout stays pending until the payment provider confirms it. Wallet > Payouts shows its state, and the AI Assistant can read it for you.

A payout is sent only when you request it: There is no payout schedule and no approval step: you are paid when you request a payout, any day, at most one request per day (Uganda time). The minimum is UGX 15,000 (UGX 60,001 for a Merchant Company). Mobile money pays at most UGX 5,000,000 a day. Wallet > Payouts shows the state of each request, and how much of your money is still held by your payout option.

A request is refused when it is below the minimum, above your available balance, the second request of the day, above the mobile money daily limit, or to a payout method that is not connected yet. There is no payout schedule and no approval step: you are paid when you request a payout, any day, at most one request per day (Uganda time). The minimum is UGX 15,000 (UGX 60,001 for a Merchant Company). Mobile money pays at most UGX 5,000,000 a day.

Only money available to withdraw can be paid out. Orders still held in escrow are not included, commission is deducted when each order is released, and a return pay back reverses your credit for that item. When a return you caused also refunds the delivery fee, that fee is charged to you, not to the Delivery Partner. Held money is still yours and is shown under Wallet > Payouts with its release date. It is not released while a return, a refund or a dispute on that order is open, and a refund on the order uses the held part first. If a refund is paid to a customer after you have already withdrawn the money for that order, your balance goes below zero and Funamu sends you an invoice for the amount, shown under Wallet > Payouts. It is taken from your next earnings before any payout; you can also pay Funamu directly within 8 days by contacting Funamu Support with the invoice number. Funamu pays the transaction cost of a payout, so nothing is deducted from the amount you request. Commission is deducted earlier, when each order is released.

Funamu pays the transaction cost of a payout, so nothing is deducted from the amount you request. Commission is deducted earlier, when each order is released.

Commission is a percentage of the goods value of each order line. The rate is locked on the order when it is placed and deducted when the order is released. Sales you record at the POS for cash carry no commission.

No. Funamu deducts only its commission and fees, all shown on your statement.

No. Payouts are in Uganda shillings (UGX) only.

No. Funamu pays you into one payout account, an MTN or Airtel Mobile Money number, registered when you applied. To add or change it, open Wallet > Payout accounts (merchant owner only), enter the number, press "Send code to my email" and enter the code sent to your registered email address. The new account replaces the old one.

So that only you can change where Funamu pays you. The code goes to the email address registered on your Funamu account, works once and lasts 5 minutes. After a change Funamu also emails you a notice; if you did not make the change, contact Funamu Support straight away.

Open Wallet > Payouts for your payout history. The AI Assistant can also read your available balance and payout history.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Commission is a percentage of the goods value of each order line. The rate is locked on the order when it is placed and deducted when the order is released. Sales you record at the POS for cash carry no commission.

Commission is a percentage of the goods value of each order line. The rate is locked on the order when it is placed and deducted when the order is released. Sales you record at the POS for cash carry no commission.

Yes. Each category has its own commission rate, set by Funamu Operations.

Only where Funamu Operations recorded a separate arrangement for your merchant.

Not to the merchant. Funamu's share of the delivery fee is taken from the delivery fee the customer pays, not from your goods value.

Commission is deducted when an order is released, so an order cancelled before that carries none.

On a return pay back, Funamu's commission on that item is reversed together with your credit for it.

On Pay Back, Funamu's commission on that item is reversed together with your credit for it.

No. Funamu does not charge a fee to list a product.

No. There is no subscription to keep a merchant account. Commission on the items you sell and optional paid services (campaigns, sponsored placement) are separate.

Funamu pays the transaction cost of your payouts. Cash sales at the POS carry no commission.

Funamu pays the transaction cost of your payouts, so nothing is deducted from a payout.

No. The customer pays the delivery fee (unless you offer free delivery).

No. Funamu does not store your stock.

No. Funamu does not charge a merchant a pickup fee.

A campaign discount is paid by your merchant. Sponsored results are paid from a prepaid advertising balance, separate from your sales and payouts. You add money with MTN Mobile Money, Airtel Money or by a transfer from your payout balance. You are charged only when a sponsored result leads to a sale, and advertising is never taken from your payouts.

No money penalties. Repeated problems lower your reliability in ranking and lead to a warning, then an Operations review.

Funamu pays the transaction cost of a payout, so nothing is deducted from the amount you request. Commission is deducted earlier, when each order is released.

Home > Sales overview shows gross sales, commission and net. Wallet lists recent transactions. Store tools has a CSV export of fees for a date range.

Yes. Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Prices include any tax. Funamu records the tax inside each sale when a tax rule applies and adds nothing on top.

You, for your sales; Funamu, for its own fees.

No. Funamu does not collect or pay tax on your sales for you.

Your prices are the prices customers pay; Funamu adds no tax on top of them. Where Funamu has an active tax rule for a product's category and Funamu Operations has recorded your merchant as tax-registered, the customer's checkout and order state how much of your price is that tax, worked out on the amount paid after any discount. The order keeps that amount even if the rule changes later.

Yes. The order screen shows the tax Funamu recorded for your merchant order when the customer paid: the tax inside your item prices and, where a delivery-fee tax rule is active, inside the delivery fee. It is read-only: you cannot change it, and a later tax rule change does not change it.

Yes. Store > Statements gives a monthly statement (on screen and as CSV): sales settled, free delivery you paid, Funamu commission, VAT on Funamu fees, refunds, your earnings and payouts.

A refund lowers your earnings in the month it is posted, including its share of any tax.

An order cancelled before payment is never a sale. One cancelled after payment shows as a sale and a refund.

None to join. Add your TIN, and your VAT number if you are VAT-registered, to show them on your statements.

Yes (merchant owner): Store > Tax numbers. A TIN is 10 digits; it appears on your monthly statements.

Open the Chat tab. It holds your conversations with customers, Delivery Partners, PUDO staff and Funamu Support. From Store > Customers you can also send a customer a message about an order.

Yes, through Funamu chat. A customer can message your merchant, and the conversation appears in your Chat tab.

Yes, about an order. Open Store > Customers. A customer appears after their first order; walk-in sales are not listed. You can see their order history and send a message about an order through Funamu. An offer needs the customer's consent.

Open the Chat tab. It holds your conversations with customers, Delivery Partners, PUDO staff and Funamu Support.

Yes. From Store > Customers, or with the AI Assistant, send a message about an order: order ready, order on its way, warranty information or another order update.

Yes, in your chat with the customer or with an order update message.

Store > Customers shows who has ordered from you, their order history with you and your messages. The phone number shows only if the customer shared it with your merchant.

Only if the customer has shared it with your merchant; otherwise it shows as "Number private". Messages go through Funamu, never to a raw number.

You see the delivery area of an order your merchant accepted, not the exact address. Funamu Delivery Partners take the parcel to the customer, so the exact point is shown only to the Delivery Partner carrying it. Each time the area is opened it is recorded.

The customer's phone number is hidden unless they shared it with your merchant. Notices and CSV exports carry no customer names, phone numbers or addresses.

No. Keep chats and payments in Funamu. Messages with phone numbers, emails, social media or payment details, or offers to deal outside the app, are not sent.

Keep chats and payments in Funamu. Messages with phone numbers, emails, social media or payment details, or offers to deal outside the app, are not sent. Offers may be sent only to customers who agreed to offers from your merchant. A messaging restriction can be appealed.

Only to a customer who has agreed to offers from your merchant. Store > Customers shows "Accepts offers" for them; the offer is sent through Funamu.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Report the chat from its menu; Funamu Trust reviews it and can restrict the customer. You can also block the customer, so they can no longer message your merchant. Your own phone number is never shared.

Reviews are given per product, not per store. Only a customer who bought the product and confirmed receipt with their PIN can review it, with 1 to 5 stars and optional text. The rating shown is the average of the visible reviews.

Only a customer who bought the product and confirmed receipt with their PIN can review it, with 1 to 5 stars and optional text. The rating shown is the average of the visible reviews.

Your merchant rating is the average of the 1 to 5 star ratings customers gave your merchant after their order from you was delivered or collected. Only active ratings count: a rating the customer deleted or that Funamu hid under the review policy no longer counts. Open Verification > Ratings to see the average, the number of ratings, how they are spread and the change over the last 30 days. It is separate from product ratings, verification and delivery ratings.

It is the average of the visible reviews for the product, with their count. A reported review is hidden and not counted.

Yes. Store tools lists your reviews and lets you write a response to each.

You can report a review that breaks the review policy (spam, threats, harassment, personal information, fake or manipulated reviews, or unrelated content) from Verification > Ratings, and you can respond to it publicly. Funamu decides; a review is not removed only because it is negative.

You can report it from Verification > Ratings with the reason. Only Funamu can hide a review, and only when it breaks the review policy. Merchants cannot delete or hide customer reviews.

The rating is the average of the visible reviews, so it moves with each new review.

A review that is reported is hidden, left out of the rating and passed to Funamu Operations.

No. You can respond to a review; you cannot delete it.

Yes. A customer can edit their rating of your merchant within 30 days of writing it, or delete it in that time. A deleted rating stops counting in your average. Funamu keeps the history of every change.

Your rating is one limited factor in ranking, counted only once you have 5 reviews. Search relevance and distance always come first.

The same way: a limited factor after 5 reviews, behind relevance and distance.

Ratings come from customers after their order is delivered or collected, so accurate listings, quick acceptance, careful packing and clear answers in chat matter most. Respond politely to reviews from Verification > Ratings. Ratings cannot be bought, exchanged or asked for in return for anything; that is a policy violation.

Open Store tools > Campaigns. Choose the product, a campaign price, the start and end times (Uganda time) and, if you wish, a limit of units at that price and a minimum per order. While it runs, customers pay the campaign price.

Open Store tools > Campaigns. Choose the product, a campaign price, the start and end times (Uganda time) and, if you wish, a limit of units at that price and a minimum per order. While it runs, customers pay the campaign price.

Open Store > Promo codes. Enter the code, whether it takes a percentage or a fixed amount off, the start and end time (Uganda time), and optionally a minimum spend, the total number of uses, the uses per customer, and whether it is only for a customer's first order with your merchant. Customers enter the code at checkout. It discounts only your own products, and your merchant pays for the discount: it comes off what you are paid for that order.

Open Store > Promo codes. Enter the code, whether it takes a percentage or a fixed amount off, the start and end time (Uganda time), and optionally a minimum spend, the total number of uses, the uses per customer, and whether it is only for a customer's first order with your merchant. Customers enter the code at checkout. It discounts only your own products, and your merchant pays for the discount: it comes off what you are paid for that order.

A campaign is set as a campaign price in UGX for a product, not as a percentage.

A campaign is set as a campaign price in UGX for a product.

Yes. In Store tools > Free delivery (merchant owner only), set a minimum order value. When the goods from your merchant in an order reach it, the customer pays no delivery fee for your part; the fee is taken from your takings for that order part. The Delivery Partner is still paid in full.

A campaign can have a minimum quantity per order.

Yes. A campaign can have a limit of units at the campaign price. Leave it empty to sell at that price until your stock runs out.

Yes. A campaign has a start time, in Uganda time.

Yes. A campaign has an end time, in Uganda time.

Yes. A campaign is created for a product you choose.

A campaign price applies to every customer. Separately, an offer message can be sent to a customer who agreed to offers from your merchant.

Funamu Operations creates Funamu-funded and partner-funded promotions, either for the whole marketplace or for a chosen merchant. There is no sign-up form in the app at present. When such a promotion covers your products, you see it under your promotions, and Funamu pays for the discount.

Funamu. A promotion funded by Funamu (or by a named promotion partner) lowers what the customer pays, but your earnings are worked out on the full price of the item after your own discounts only. Funamu Points work the same way: a customer paying with points does not lower your payout. Your own campaigns and promo codes are paid by your merchant.

Your merchant sets and pays for a campaign discount. Orders already placed keep the price they were charged.

Running a campaign or promo code costs nothing. You fund the discount, and commission is charged on the discounted price the customer paid.

While a campaign runs, customers pay the campaign price, so you earn on that price. Your merchant pays for the discount.

A campaign can be edited or replaced in Store tools > Campaigns; replacing it ends it at once and the new one takes its place. Orders already placed keep the price they were charged.

A campaign runs only between its start and end times (Uganda time) and until its unit limit is used. The crossed-out price shows only when the product has 30 days of price history and the campaign price is below its lowest price of those 30 days. A campaign never changes where you appear in search.

Sponsored placement is advertising, separate from campaigns. Your product is labelled "Sponsored" and can move up a few places among results the customer would already see. It never shows where the product is unavailable or cannot be delivered. You buy it in Store tools > Sponsored placement, where it is on sale, and Operations reviews it before it starts.

Sponsored placement is advertising, separate from campaigns. Your product is labelled "Sponsored" and can move up a few places among results the customer would already see. It never shows where the product is unavailable or cannot be delivered. You buy it in Store tools > Sponsored placement, where it is on sale, and Operations reviews it before it starts. Sponsored results are paid from a prepaid advertising balance, separate from your sales and payouts. You add money with MTN Mobile Money, Airtel Money or by a transfer from your payout balance. You are charged only when a sponsored result leads to a sale, and advertising is never taken from your payouts.

A sponsored product can move up only a few places, a number set by Funamu Operations, among results the customer would already see. It is always labelled "Sponsored".

Operations sets the rates. Store tools > Sponsored placement shows the rate for each city where it is on sale, before you buy.

No. You are charged only when a sponsored result leads to a sale.

No. You are charged only when a sponsored result leads to a sale.

You enter a budget when you create a sponsored placement in Store tools > Sponsored placement.

Use Cancel placement on it in Store tools > Sponsored placement.

Use Cancel placement on it in Store tools > Sponsored placement.

Store tools > Sponsored placement shows, for each placement, the amount spent against its budget, views, clicks and orders.

Store tools > Sponsored placement shows, for each placement, the amount spent against its budget, views, clicks and orders. The Advertising Account shows your available advertising balance.

Store tools > Sponsored placement shows, for each placement, the amount spent against its budget, views, clicks and orders.

A placement waits for Operations review and starts at your start time once approved. It never shows where the product is unavailable or cannot be delivered, and it stops when the product no longer meets the advertising rules. A stopped placement shows the reason.

The price of a placement is set by Funamu Operations and shown before you pay. A change applies to new bookings only, never to one you already paid for.

Home shows today's sales. Home > Sales overview shows gross sales, commission and net. Store > Insights shows sales by product.

Home > Sales overview shows gross sales, commission, net, the amount pending settlement, the amount settled and the amount due.

Open the Orders tab. Orders are grouped as New, Packing, Ready for Pickup, In Transit, Delivered, Disputes/Returns and Past. Home also shows your pending orders.

Insights > Sales shows product views and orders and their ratio. Views are counted only while Funamu analytics is switched on.

Store > Insights shows sales by product, price suggestions and items customers asked for that you had marked unavailable.

Store > Insights shows sales by product. You can also ask the AI Assistant, which reads your sales.

Insights > Sales shows how many carts holding your products were not ordered within 7 days, per product. You never see who the customers are.

Insights > Sales shows your new and returning customers for the period.

Store > Customers lists each customer with their number of orders, total spent and first and last purchase.

Insights > Performance shows returns caused by the item (wrong, damaged, not as described) as a share of delivered orders.

Insights > Performance shows cancellations you caused as a share of orders received, over 30 days.

Insights > Performance: fulfillment rate, ready on time and orders answered within 15 minutes.

Insights > Performance shows "ready on time": the orders a Delivery Partner did not have to wait for. Delivery itself is Funamu's work and is not counted against you.

Store tools lists the reviews of your products.

Your position differs for every search and customer location, so no number is shown. Ask the AI Assistant which ranking factors apply to your merchant and what changed.

Insights > Sales compares the last 7, 30 or 90 days with the period before.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

No performance score is calculated. Every finished customer return is recorded against the merchant with its outcome, for Funamu Operations to see.

Your fulfilled order parts as a share of fulfilled, declined and cancelled-by-you ones, over the last 30 days.

Orders you declined or cancelled after accepting, as a share of orders received in the last 30 days. The target is 5% or less.

Approved returns caused by the item (wrong, damaged, not as described, defective) as a share of fulfilled orders, over 30 days.

Orders you accepted or declined within 15 minutes, as a share of orders received in the last 30 days. The target is 90% or more.

"Ready on time": the share of your orders a Delivery Partner did not have to wait for. The target is 90% or more.

It is a limited factor in ranking (after 5 reviews). A rating alone never suspends a merchant.

If a Delivery Partner is kept waiting at your merchant, it is flagged to Funamu Operations, who decide the outcome for that order.

You get a warning with tips. If you are still below target 30 days later, Operations review your merchant. Nothing happens automatically.

While a merchant is suspended or terminated, customers cannot place orders with it and its sponsored placements stop.

Keep stock accurate, set store hours so orders arrive only when someone can accept them, accept within 15 minutes and have orders ready before the Delivery Partner arrives. Insights > Performance shows where you are below target first.

Search relevance and distance to the customer first; then, as limited factors: in stock, reliability (fulfilled versus declined or cancelled orders) and rating after 5 reviews. Sponsored results are labelled.

Better reliability and rating move you up among merchants that are equally relevant and equally close.

We recommend products based on relevance and other factors. Some products may be marked Sponsored because the seller paid for added visibility. Ranking ignores commission. A sponsored product can move up only a few places and is always labelled.

Search relevance and distance first; then in stock, reliability and rating (after 5 reviews) as limited factors.

Keep the item available with its measurements complete, since an unavailable item is not offered. Sponsored placement can move a product up a few places.

A campaign price never changes where you appear in search.

Yes, as a limited factor once a product has 5 reviews.

Yes, through your reliability: orders fulfilled versus declined or cancelled.

Yes. Sold-out products are not shown in results.

Road distance from your merchant to the customer does.

Yes, within a limit. A sponsored product can move up only a few places among results the customer would already see, and it is labelled "Sponsored".

Usually your stock, your reliability, a new rating or other merchants' products changed. Ask the AI Assistant: it shows the factors for your merchant.

An item that is marked unavailable, or has lost a measurement, is off sale. Customers also cannot order from a suspended merchant.

Keep the item available with its measurements complete, since an unavailable item is not offered. Sponsored placement can move a product up a few places.

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

By merchant: each merchant gets its own lines of the order to accept and prepare.

Yes. Each merchant in a purchase gets its own merchant order number (the Funamu order number followed by -M1, -M2 ...). You see only your own merchant order and its packages; the other merchants in the same purchase are not shown to you.

The delivery fee is charged to the customer at checkout. It depends on the distance between the merchant and the customer (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.

Each merchant prepares and hands over its own items.

No. The order shows your own lines only.

The order shows your own lines only.

Yes. If you reject your items, they are refunded to the customer at once and the other merchants' items continue.

Each merchant's lines are refunded on their own.

A return is requested per item and comes back to the merchant who sold that item.

Commission is a percentage of the goods value of each order line. The rate is locked on the order when it is placed and deducted when the order is released. Sales you record at the POS for cash carry no commission.

Each merchant is credited for its own lines, less commission, when they are released. You then request a payout of your available balance.

Open the order under New and reject it, choosing a reason. If the order was already paid, the customer is refunded in full for your items. On an accepted order you can mark an item unavailable or offer a substitute. The order then waits under Packing for the outcome.

Yes, in limited cases and only for your part of the order. Open the order and tap "Cancel this part" on an accepted, preparing or ready part. It is possible only before a Delivery Partner is assigned; after that, ask Funamu Support from the Chat tab. Choose a reason from the list: the item cannot be supplied, the stock count was wrong, the product is damaged, an approved operational problem, a safety or legal reason, a duplicate or invalid order, or another exceptional reason (which you must explain). The screen shows the consequences before you confirm. The customer is told the reason, and if they paid, a full refund for that part (items and its delivery fee) is opened through Funamu's refund process; the screen shows that refund's status. Your earnings for that part are cancelled. Other merchants' parts of the same order are not affected. Every cancellation after accepting is recorded in your cancellation rate. Repeated cancellations are reviewed by Funamu under its marketplace policies and can lead to corrective action. Cancelling cannot be undone.

Yes, if the part is still ready for pickup and no Delivery Partner has been assigned: use "Cancel this part" on the order with a reason. Once a Delivery Partner is assigned, ask Funamu Support from the Chat tab. The customer is refunded in full for that part and the cancellation counts in your cancellation rate.

No. Ask Operations from the order; they decide.

Operations get a signal to review your merchant and your reliability in ranking drops. Nothing is applied automatically.

No. Funamu does not charge a fee when a merchant cancels an order.

Cancellations are counted in your cancellation rate and reliability, not as a star rating.

It lowers your reliability, one of the ranking factors.

When the customer cancels, your merchant gets a notice so you can stop preparing and keep the goods. It cannot be switched off.

When you reject a paid order or an item is unavailable, the customer is refunded in full to the mobile money account that paid.

When you reject a paid order, the refund request is opened at once. A cancellation the customer asked for is refunded after the Funamu team approves it.

There are no money penalties. You can appeal any restriction from its notice; a different reviewer decides.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it.

A customer opens a dispute about an order part of your merchant (damaged, wrong or missing items, not as described, a return, a warranty or a refund decision). When Funamu needs your side, the case waits for your response with a deadline: open Verification > Disputes, read the customer's description and send your response. Funamu decides the outcome.

Answer No Pay Back on the return and give your reason. Funamu Operations then makes the final decision.

For a return, answer No Pay Back with your reason. For a reported problem, add your response and evidence on the dispute. The Funamu Operations team reviews the evidence and decides the outcome.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it.

Open the dispute under Disputes/Returns in the Orders tab, write your response and, if you have one, add a photo link. Evidence closes once Operations has resolved the dispute.

Your written response and a photo link.

You can add a photo link to your dispute response.

Yes: up to 2 videos per dispute, with your photos.

Yes: up to 5 PDF documents per dispute (receipts, invoices, delivery notes), at most 10 MB each.

No time limit is set. You can add evidence until Operations resolves the dispute.

After the response time (48 hours unless the case shows another) the dispute is reviewed on the evidence available, and the customer is told.

The Funamu Operations team reviews the evidence and decides the outcome.

Ask Funamu Support from the order with the reason. Operations can reopen a resolved dispute; the reopening and its reason are recorded.

It depends on the type of dispute and on who Funamu is waiting for. Each type has a configured window (for example 3 to 5 days for a damaged or wrong item) and a deadline for your response (usually 48 hours). Responding quickly keeps the case on time.

Open Disputes/Returns in the Orders tab. The order shows whether it is disputed, held for investigation or resolved, and the evidence on it.

The order shows the outcome, either released to you or refunded to the customer, and the dispute is closed to new evidence.

Every order is paid by mobile money before it reaches you; there is no pay on delivery. Handover is confirmed with the customer's PIN, and attempts to move contact or payment off Funamu are blocked.

Watch for requests to pay or talk outside Funamu, pressure to send before payment, or a new account ordering unusually much. Funamu orders reach you only after payment.

Funamu's Risk team reviews it. You may be asked to wait before preparing it.

Open the order under New and reject it, choosing a reason. If the order was already paid, the customer is refunded in full for your items.

Mobile money is confirmed before an order reaches you, so you keep your money for orders you delivered.

Delivery is confirmed with the customer's PIN. A reported problem becomes a dispute: The Funamu Operations team reviews the evidence and decides the outcome.

Funamu reviews evidence from both sides; a customer found submitting false evidence can be restricted, and the decision can be changed in your favour.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Open Store > Password & Security, change your password, sign out of all other devices and check Recent security activity. Then tell Funamu Support in the Chat tab.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Keep chats and payments in Funamu. Messages with phone numbers, emails, social media or payment details, or offers to deal outside the app, are not sent.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Is this product genuine?" choose "Yes, I confirm this product is genuine", confirm that you are responsible for the statement, and save. Then, under "Funamu authenticity verification", choose the kind of evidence you hold (proof of purchase, supplier document, manufacturer or distributor document, serial numbers), give its reference (for example an invoice number) and choose "Ask Funamu to verify". Funamu reviews the request; if it is approved, customers see "Funamu Verified Authentic" on the listing. Your own statement is always shown as yours, not as Funamu's verification.

A purchase invoice from the brand or an authorised distributor, URA import papers for imported goods, or a letter from the brand.

Yes, if they are genuine and you can show where you bought them when asked. Copies are not allowed.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it.

Open the dispute under Disputes/Returns in the Orders tab and add your response and a photo link as evidence.

If Funamu confirms that a listing is counterfeit, the listing is removed from sale at once: customers cannot see or order it and it is taken out of carts. The product's details show "Removed by Funamu". Orders already placed stay on record.

Use Appeal on the notice and attach your documents. A different reviewer decides.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under "Is this product genuine?" choose "Yes, I confirm this product is genuine", confirm that you are responsible for the statement, and save. Then, under "Funamu authenticity verification", choose the kind of evidence you hold (proof of purchase, supplier document, manufacturer or distributor document, serial numbers), give its reference (for example an invoice number) and choose "Ask Funamu to verify". Funamu reviews the request; if it is approved, customers see "Funamu Verified Authentic" on the listing. Your own statement is always shown as yours, not as Funamu's verification.

Repeat violations escalate after review: warning, then products removed, then merchant restrictions.

Whether a product can travel is checked for the actual delivery: the products, your city, the location of the customer, the route and the service. Catalog > Policy & delivery eligibility shows for each product "Local delivery" and "Inter-city delivery" for door delivery and PUDO: eligible, review required or not available. A delivery between cities is never refused only because the cities are different.

Funamu's shipping rules can mark a product as needing special handling (for example direct handover to the customer, or fragile). Catalog > Policy & delivery eligibility lists it for that product. A product that must be handed over directly cannot be left at a reception or security desk.

Whether a product can travel is checked for the actual delivery: the products, your city, the location of the customer, the route and the service. Catalog > Policy & delivery eligibility shows for each product "Local delivery" and "Inter-city delivery" for door delivery and PUDO: eligible, review required or not available. A delivery between cities is never refused only because the cities are different.

Restricted products cannot be listed or sent through Funamu.

A Delivery Partner can reject a pickup and give a reason. You are notified and the order shows the reason.

Before payment, checkout refuses a delivery option that the product cannot use, so such an order is not placed that way. If a restriction is found after the order (for example a new rule), the affected step is stopped and Funamu looks for another service or route; only if none fits is the order resolved with the customer (cancellation and refund through the normal flow). The order is never changed silently.

You remain responsible for describing the product correctly (identity, category, condition, brand, documents) so that the right rules apply. Funamu decides which delivery options are allowed from its published shipping rules.

Yes. Mark the product Fragile, pad it and write "Fragile" on the package; the Delivery Partner is told it is fragile.

A motorcycle carries up to 80 kg and 120 litres. A larger or heavier order goes by a vehicle that can carry it, such as a tricycle, van or truck, where a rate for that vehicle is set; the customer chooses and sees the delivery total before paying.

Mark the product Perishable; the Delivery Partner is told. Pack it to stay fresh for the trip.

Yes. Every delivery is handed to the customer only with their PIN.

Funamu has no warehouses. You keep your own stock and fulfil every order from your merchant; PUDOs hold parcels only while they are on their way.

Funamu has no warehouses. You keep your own stock and fulfil every order from your merchant; PUDOs hold parcels only while they are on their way.

There are none: Funamu has no warehouses.

Per product and per location of your own merchant: on hand, reserved, in transit and damaged. Available is on hand less reserved.

This does not apply: Funamu has no warehouses.

Funamu has no warehouses. You can move stock between your own locations in Catalog > Stock & locations.

Damage in your merchant is yours to handle. Damage after pickup is handled by Funamu through the dispute or lost-parcel process.

From the moment a pickup (or your drop-off at a PUDO) is confirmed, Funamu is responsible. If Operations confirm the parcel was lost, you are paid for your part as if it had been delivered, and the customer gets a refund.

Funamu has no warehouses. You keep your own stock and fulfil every order from your merchant; PUDOs hold parcels only while they are on their way.

This does not apply. Use Catalog > Stock & locations for your stock.

Funamu has no warehouses. You keep your own stock and fulfil every order from your merchant; PUDOs hold parcels only while they are on their way.

Yes. Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner.

Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner.

Open Store > Manage staff (merchant owner only) and remove the person, or suspend their access. A merchant must always keep at least one active Owner.

There are two roles. Staff can view and manage orders, manage products, run promotions (campaigns, promo codes, free delivery, advertising) and reply to customers. Owner can do everything, including store hours, earnings, payouts, payout accounts and staff. Roles cannot be customised.

Yes. The Staff role can view and manage orders.

Yes. The Staff role can manage products.

Yes. Changing stock needs the product permission, which the Staff role has.

No. Earnings and payouts are visible to the merchant owner only. Staff see Insights without the amount due.

Staff see what they need to prepare and hand over an order. Payment and account details are never shown to staff.

Yes. Staff see Insights, without the amount due, which only the Owner sees.

Yes. Staff and the owner can create and manage campaigns, promo codes, free delivery and advertising.

Yes, in Chats, when the owner gives them that task.

There are two roles. Staff can view and manage orders, manage products, run promotions (campaigns, promo codes, free delivery, advertising) and reply to customers. Owner can do everything, including store hours, earnings, payouts, payout accounts and staff. Roles cannot be customised.

Open Store > Manage staff (merchant owner only) and remove the person, or suspend their access. A merchant must always keep at least one active Owner.

Open Store > Manage staff (merchant owner only) and remove the person, or suspend their access. A merchant must always keep at least one active Owner.

A new order raises a notice in the app and a push notification on every phone signed in to the merchant, and it appears under New in the Orders tab. New-order notices cannot be switched off.

You are notified when a return is requested. Returns are listed under "Customer returns" in the Orders tab (Disputes/Returns).

You get a notice (push and in the app) on the order when a refund is issued.

You get a notice "Dispute ... needs your response" with the deadline when a case waits for your merchant, and it appears under Verification > Disputes.

Wallet > Payouts shows the state of each payout request.

When Operations hides a product video, restores it or decides your appeal, your merchant gets a notice.

You get one low-stock notice when a product reaches its low-stock level.

Merchant notices (product videos and reviews) and new chat messages can be switched on or off. New orders and changes to your orders that need you (cancellations, rejected pickups, returns) cannot be switched off.

No. Notices are kept in the app's notification list and sent as push notifications to every phone signed in to the merchant.

Yes. Payout, account and policy notices also go to the merchant owner's verified email; order notices stay in the app. The owner can switch the emails off.

Yes. Notices are kept in the app's notification list and sent as push notifications to every phone signed in to the merchant. A push never shows customer names, phone numbers or addresses.

Merchant notices (product videos and reviews) and new chat messages can be switched on or off. New orders and changes to your orders that need you (cancellations, rejected pickups, returns) cannot be switched off.

Yes. The Funamu merchant app runs on a phone, and the same app is built for the web. Its tabs are Home, AI Assistant, Orders and Chat.

Accept and prepare orders, sell at the POS, manage products, prices, measurements and stock, run campaigns and sponsored placements, see sales and request payouts, chat with customers, Delivery Partners and Funamu Support, and ask the AI Assistant.

Yes. Open the Orders tab. Orders are grouped as New, Packing, Ready for Pickup, In Transit, Delivered, Disputes/Returns and Past. Home also shows your pending orders.

Yes. Open Catalog > Products, choose the listing and change its price or availability.

Yes. Open Catalog > Stock & locations. Choose the location and the product, say what happened (received stock, a physical count, damaged, discarded or a transfer) and enter the quantity.

Yes. Home shows today's sales and Home > Sales overview shows the totals.

Yes. Open Store > Manage staff (merchant owner only) and add the person with a role: Staff or Owner.

Yes. Open the Chat tab. It holds your conversations with customers, Delivery Partners, PUDO staff and Funamu Support.

A new order raises a notice in the app and a push notification on every phone signed in to the merchant, and it appears under New in the Orders tab. New-order notices cannot be switched off.

Sign in on another device, open Store > Password & Security and use "Sign out of all other devices". You can also change your password there.

It answers from your merchant's real data: orders, sales, stock, customers, campaigns, product videos, sponsored placements, payouts and returns coming to you. It searches the Funamu catalogue, suggests prices and shows what customers asked for. For an action it shows a button that you tap to confirm. By button, which you tap to confirm: accept an order, start preparing, mark ready, answer a waiting Delivery Partner, change stock, message a customer about an order, request a payout, record a cash sale, open the POS with a basket, open Catalog to add a product and open a product's measurements form.

It can search the Funamu catalogue, tell you which products you already list, read a listing's package measurements and open the form for you to enter them. It cannot add a product or change a listing itself.

No. It finds the product in the Funamu catalogue and opens Catalog for you; you add it and set your own price.

No. The AI Assistant cannot do this. It has no such action.

No. It can suggest a price and compare your price with similar listings; you change the price yourself in Catalog > Products.

It reads your stock and shows a stock-change button (received, physical count, damaged, discarded or transfer received) with the quantity; the stock changes when you tap it.

It can read your stock per product and location, and show items customers asked for that you had marked unavailable. No low-stock level is set in the app.

It reads your orders and shows buttons to accept, start preparing and mark ready, and to answer a waiting Delivery Partner. It cannot reject or cancel an order.

Yes. It reads your orders and your store dashboard and answers from them.

Yes, from the records: your parcels show "Delayed" next to their status when the next step is overdue, with the reason when one is recorded. Orders still waiting for you to prepare are flagged by the existing preparation-delay alerts.

It reads your orders with their status, so it can list those still waiting for you to accept or prepare, and tell you when a Delivery Partner is waiting at the merchant.

It reads the delay recorded on your parcel and gives its reason. When no cause has been recorded it says so; it never invents one.

Yes. It shows the Accept, Start preparing and Mark ready buttons for an order of yours, and you tap them.

It can show an order's route, packages and package measurements. It does not create shipments or labels.

It reads an order of yours with its delivery, including whether a Delivery Partner has arrived at your merchant.

It reads the returns open against your merchant and those coming back to you, and answers how returns work from this Help Center.

Yes. It can draft a message to a customer about an order and show a Send button; the message goes through Funamu when you tap it.

Yes. It drafts the message about an order and shows a Send button; nothing is sent until you tap it.

It can draft a reply for you to send. It never sends a message by itself.

No. The AI Assistant cannot do this. It has no such action.

No. You answer Pay Back or No Pay Back yourself on the return in the Orders tab.

No. The AI Assistant cannot do this. It has no such action. Refunds are approved by the Funamu team, not by the merchant. The one exception is a customer return, where your Pay Back answer approves the pay back.

Yes. It can suggest a price for a listing and compare your price with similar listings. You decide and change the price yourself.

No. The AI Assistant does not recommend promotions.

No. It can read your campaigns (status, units sold, units left); you create, edit and end a campaign in Store tools > Campaigns.

Yes. It reads your sales and your store dashboard and answers only with figures they return.

Yes. It reads your sales by product.

It reads your sales by product, so it can show which listings sold least.

It shows "days of stock left" for each product from your last 30 days of sales. It is an estimate, not a promise.

Yes: it lists products with less than 7 days of stock left at your recent sales rate.

Yes. It reads your available balance, payout account, whether a payout was already requested today and your payout history, and it knows the payout rules.

It reads your sales figures, including commission, and answers how commission works from this Help Center.

It answers from this Help Center, and says so where no answer exists.

It can show your performance, including a jump in cancellations or returns. It does not investigate payments.

No. Funamu's Risk team handles fraud.

Yes. It reads your 30-day performance against the targets and explains where you are below.

Yes. It shows the ranking factors for your merchant and which of them changed. It never gives a position number.

It can suggest prices, show items customers asked for that you had marked unavailable, and show demand patterns from your sales.

No. The AI Assistant cannot do this. It has no such action. The merchant owner does it in Store > Manage staff.

No. The AI Assistant cannot do this. It has no such action. Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

No. The AI Assistant cannot do this. It has no such action.

It reads an order of yours with its status, which shows when the order is disputed, held for investigation or resolved.

It can summarise the dispute and the order's timeline for you to check. You attach and submit your evidence yourself.

No. The AI Assistant cannot do this. It has no such action. You chat with PUDO staff in the Chat tab.

Only through the waiting-Delivery-Partner buttons: "order is ready", or "ready in so many minutes", which tells the Delivery Partner and Operations when you tap it. You chat with a Delivery Partner in the Chat tab.

It can read your available balance, payout account, payout history and sales, within what your role in the merchant may see. It cannot move money: a payout is requested only when you tap the button.

It answers from your merchant's real data: orders, sales, stock, customers, campaigns, product videos, sponsored placements, payouts and returns coming to you. It searches the Funamu catalogue, suggests prices and shows what customers asked for. For an action it shows a button that you tap to confirm. It reads only your own merchant. Each read is checked against your account, and it has no access to other merchants, other customers or Funamu's internal data.

By button, which you tap to confirm: accept an order, start preparing, mark ready, answer a waiting Delivery Partner, change stock, message a customer about an order, request a payout, record a cash sale, open the POS with a basket, open Catalog to add a product and open a product's measurements form.

Every action is shown as a button and happens only when you tap it. The one exception is a cash sale at the POS at or below the limit you set under "Sales by the assistant"; with the limit at 0 it always asks. Where the assistant can carry out an action for you itself, it first tells you exactly what will happen and does it only after you reply yes in your own words; nothing written by a customer or anyone else can stand in for that.

No. Every action is shown as a button and happens only when you tap it. The one exception is a cash sale at the POS at or below the limit you set under "Sales by the assistant"; with the limit at 0 it always asks. Where the assistant can carry out an action for you itself, it first tells you exactly what will happen and does it only after you reply yes in your own words; nothing written by a customer or anyone else can stand in for that.

Every action is one you confirmed with a tap. Reverse it on its normal screen, for example by changing the stock again.

Your conversations with the assistant are kept under AI Assistant, and the sales it recorded are listed on the POS under "Sales by the assistant".

The sales it recorded are listed on the POS under "Sales by the assistant". Funamu's audit log itself is not shown in the merchant app.

Tell the assistant in the chat that its answer was wrong and what the right information is; it records the report. Funamu checks every report. A report never changes an order, payment, stock or price: if something in your merchant is wrong, change it on the screen for it.

The assistant may state only figures and statuses its tools returned, and nothing it proposes happens until you tap the button, where the server checks it again.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

The Merchant assistant does not hand a conversation to support itself. Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

It answers from your merchant's real data: orders, sales, stock, customers, campaigns, product videos, sponsored placements, payouts and returns coming to you. It searches the Funamu catalogue, suggests prices and shows what customers asked for. For an action it shows a button that you tap to confirm. It reads only your own merchant. Each read is checked against your account, and it has no access to other merchants, other customers or Funamu's internal data.

Nothing by itself, with one exception. Every action is shown as a button and happens only when you tap it. The one exception is a cash sale at the POS at or below the limit you set under "Sales by the assistant"; with the limit at 0 it always asks. Where the assistant can carry out an action for you itself, it first tells you exactly what will happen and does it only after you reply yes in your own words; nothing written by a customer or anyone else can stand in for that. By button, which you tap to confirm: accept an order, start preparing, mark ready, answer a waiting Delivery Partner, change stock, message a customer about an order, request a payout, record a cash sale, open the POS with a basket, open Catalog to add a product and open a product's measurements form.

It reads only your own merchant. Each read is checked against your account, and it has no access to other merchants, other customers or Funamu's internal data.

Every action is shown as a button and happens only when you tap it. The one exception is a cash sale at the POS at or below the limit you set under "Sales by the assistant"; with the limit at 0 it always asks. Where the assistant can carry out an action for you itself, it first tells you exactly what will happen and does it only after you reply yes in your own words; nothing written by a customer or anyone else can stand in for that.

Only a cash sale at the POS, when it needs no confirmation and is at or below the limit you set under "Sales by the assistant" on the POS. With the limit at 0, nothing happens automatically.

No. It can suggest a price; you change it yourself in Catalog > Products.

Only when you tap the stock-change button it shows, and only if your role may manage products.

No. The AI Assistant cannot do this. It has no such action.

No. The AI Assistant cannot do this. It has no such action.

Only when you tap Send on a message it drafted about one of your orders. The message goes through Funamu, never to a phone number.

Only through the waiting-Delivery-Partner buttons you tap: "order is ready" or "ready in so many minutes".

It reads your merchant's customer list as you see it in Store > Customers. A customer's phone number is included only if they shared it with your merchant.

It can read your available balance, payout account, payout history and sales, within what your role in the merchant may see. It cannot move money: a payout is requested only when you tap the button.

No. It works as the person signed in, with that person's role in the merchant, and has no tool for staff accounts.

Every tool the assistant uses and every action taken from its buttons is recorded in Funamu's audit log. Sales it recorded are listed on the POS under "Sales by the assistant".

Your conversations with the assistant are kept under AI Assistant, and the sales it recorded are listed on the POS under "Sales by the assistant".

On the POS, under "Sales by the assistant", set the limit to 0: the assistant then never records a sale without your tap. Its other actions always need your tap.

Nothing runs without your tap. Reverse it on its normal screen and tell Funamu Support what the assistant got wrong.

Not yet. Funamu has no public API at launch. Use CSV import and export (Catalog > Import / Export).

Not directly. Use CSV import and export.

Not directly. Use the stock CSV (sku, stock).

Use the Funamu POS in the app: sales recorded there reduce your stock.

Use the monthly statement CSV (Store > Statements).

No. Use the stock CSV.

No. Orders cannot be synchronized automatically with another system.

No. Use the products CSV.

No. Use the prices CSV.

No. Funamu does not send webhooks.

No. A warehouse management system cannot be connected to Funamu.

No. Funamu handles delivery.

There are none: Funamu has no public API yet.

This does not apply: Funamu has no public API yet.

This does not apply: Funamu has no public API yet.

This does not apply: Funamu has no public API yet.

Open Store > Password & Security. You can change your password, add a passkey, use biometrics, turn on two-step verification, see your devices, sign out of all other devices and see recent security activity.

Yes. Open Store > Password & Security and turn on two-step verification by entering the code.

Open Store > Password & Security, choose Password, and enter your current password and the new one twice.

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

Open Store > Password & Security, change your password, sign out of all other devices and check Recent security activity. Then tell Funamu Support in the Chat tab.

Open Store > Manage staff (merchant owner only) and remove the person, or suspend their access. A merchant must always keep at least one active Owner.

Open Store > Password & Security. "Your devices" lists where you are signed in and "Recent security activity" lists recent security events.

Open Store > Password & Security and check "Your devices" and "Recent security activity". If something is not yours, sign out of all other devices and change your password.

Open Store > Password & Security, change your password, sign out of all other devices and check Recent security activity. Then tell Funamu Support in the Chat tab.

There are two roles. Staff can view and manage orders, manage products, run promotions (campaigns, promo codes, free delivery, advertising) and reply to customers. Owner can do everything, including store hours, earnings, payouts, payout accounts and staff. Roles cannot be customised.

Open Verification > Policy notices. Each notice shows the action (for example "Merchant temporarily suspended"), the reason, what to correct, the dates and whether you can appeal. A suspension can also come from your contract status; then Funamu Support explains it.

An item is taken off sale when a measurement is removed from it. A product video can be hidden by Operations; you are told the reason and can appeal.

Messaging can be restricted after attempts to move contact or payment off Funamu. The app shows your messaging status and lets you appeal.

While a merchant is suspended or terminated, customers cannot place orders with it and its sponsored placements stop.

Yes, for money you earned, except amounts held for open disputes or refunds.

Yes, unless the notice says otherwise.

Customers cannot place orders with a suspended merchant.

A messaging restriction and a hidden product video can each be appealed in the app.

There is no fixed time. The appeal shows its status under Verification > Policy notices: submitted, under review, needs information, then upheld, reduced or reversed. If Funamu asks for information, answer there.

Whatever answers the reason on the notice: invoices, photos, delivery notes or messages.

If the appeal is upheld, the original action stays in force until its end date or until it is lifted. Each decision can be appealed once. The decision and its reason are shown on the notice.

Yes, for serious cases (fraud, counterfeits, illegal goods), after review and appeal.

Open Merchant trust > Merchant agreement. It shows the merchant agreement that applies to you now, its version and whether you have accepted it. When Funamu publishes a new version that needs acceptance, you can accept it there. If no version has been published yet, the screen says so.

The marketplace rules for merchants are listed under Merchant trust > Marketplace rules for merchants, with their codes. They cover, for example, accurate product information, prices and availability, no duplicate or spam listings, no prohibited or counterfeit products, genuine reviews, no off-platform payments, and respectful communication. A policy notice always names the rule it was given under.

Funamu publishes a product policy (versioned). It covers illegal goods, counterfeit or stolen goods, fraudulent or deceptive products, products prohibited by law, unsafe products, intellectual-property violations and products Funamu does not allow. A listing that matches a prohibited rule is blocked when you create or change it, and is checked again at checkout. Catalog > Policy & delivery eligibility shows the rule that applied. A Funamu approval does not certify that a product is lawful, safe or authentic: you remain responsible for its identity, category, condition, brand, authenticity and documents.

Over the last 30 days: cancellations you cause at most 5% of orders received, orders ready on time at least 90%, and orders accepted or declined within 15 minutes at least 90%.

Accept or decline within 15 minutes, have orders ready on time, package and label them correctly, and hand over only to the Delivery Partner whose pickup code matches.

A customer can ask to return an item when its product category allows returns and they received it no more than 7 days ago. They give a reason, may add photos or a video, and have 72 hours to hand the item over. It is then brought back to your merchant, where you inspect it and answer Pay Back or No Pay Back.

Refunds are approved by the Funamu team, not by the merchant. The one exception is a customer return, where your Pay Back answer approves the pay back.

Keep chats and payments in Funamu. Messages with phone numbers, emails, social media or payment details, or offers to deal outside the app, are not sent. Offers may be sent only to customers who agreed to offers from your merchant.

Only a customer who bought the product and confirmed receipt with their PIN can review it, with 1 to 5 stars and optional text. The rating shown is the average of the visible reviews. Review text follows the same rules as chat messages. You can respond to a review.

You set your own price. Funamu does not mark up the merchant's price. Funamu earns a commission from the merchant and a share of the delivery fee. A campaign's crossed-out price is your lowest price in the 30 days before it starts.

Your merchant sets and pays for a campaign discount. Orders already placed keep the price they were charged. The crossed-out price is your lowest price in the 30 days before the campaign starts. A campaign never changes where you appear in search.

Sponsored placement is advertising, separate from campaigns. Your product is labelled "Sponsored" and can move up a few places among results the customer would already see. It never shows where the product is unavailable or cannot be delivered. You buy it in Store tools > Sponsored placement, where it is on sale, and Operations reviews it before it starts.

An item needs its packed weight, length, width and height before it can be on sale. Delivery is billed on the higher of actual and volumetric weight.

Restrictions follow a review for serious violations or performance that stays below target. You always get a notice with the reason and can appeal.

A dispute starts when the customer reports a problem with an order. It appears under Disputes/Returns in the Orders tab. You can add your response and a photo link as evidence until Operations resolves it. The Funamu Operations team reviews the evidence and decides the outcome.

A report or complaint is first checked; it is not treated as proof. If Funamu confirms a violation, it takes an action that fits the policy and its severity: no action, a warning, a required correction, restricted listings, suspended offers, paused promotions, paused new orders, a temporary or permanent suspension, or termination. You see it under Verification > Policy notices with the reason and what to correct, and you can appeal once. Orders already placed are reviewed one by one and are not cancelled automatically.

A messaging restriction and a hidden product video can each be appealed in the app.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Yes. Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Your conversation with Funamu Support stays in the Chat tab, with its replies.

Funamu Support replies first within 24 hours.

Ask for escalation in the Support chat; a senior person takes the case.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat. You can also chat with the Delivery Partner or the PUDO staff handling the parcel.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

Open the Chat tab and choose Contact Funamu Support. The conversation stays in Chat.

The merchant form collects your business name and type, the merchant's location, business contacts and payout account details.

To run your merchant, pay you, verify you and meet Ugandan law (Data Protection and Privacy Act 2019). Customers see only your merchant's public profile.

Customers see only your public merchant details: name, description, logo, banner, return policy and location area. Your staff also see the contact person, address and the merchant status they need for their work. Only the owner sees private details such as the registered business name, legal owner and payout account, and payout accounts are always shown masked. Funamu Operations staff see what their role needs, and each look at your business information is recorded with the reason. Delivery and PUDO Partners get only what an assigned delivery needs. Other merchants see nothing that is not public.

Store > Customers shows who has ordered from you, their order history with you and your messages. The phone number shows only if the customer shared it with your merchant.

A customer's phone number is hidden unless they shared it with your merchant, messages go through Funamu, and notices and CSV exports carry no customer names, phone numbers or addresses.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

Yes, after closing your account. Money and tax records are kept for as long as the law requires.

It is kept. Closing the account deletes no orders, payouts, refunds, reviews or statements, and you can still view your orders, statements and exports.

Money and tax records for 5 years; chats for 2 years after your merchant closes.

On Funamu's servers. Only your merchant, and Funamu staff handling a report or case, can read them.

Yes, your own merchant only. It reads only your own merchant. Each read is checked against your account, and it has no access to other merchants, other customers or Funamu's internal data.

Every tool the assistant uses and every action taken from its buttons is recorded in Funamu's audit log. Sales it recorded are listed on the POS under "Sales by the assistant".

To stop for a while, open Store > Store hours and set Status to closed. To close the merchant account itself: Open Store > Merchant account > Close merchant account (account owner only). Selling stops at once. Funamu closes the account when nothing is open: no paid order still in progress, no refund, return, dispute or payout in progress, no money left to pay out (request your payout first) and no invoice from Funamu left unpaid. Until then the screen shows what it is waiting for, and you can choose to keep the account open. Closing deletes nothing: you can still view your orders, statements and exports.

Open Store > Merchant account > Close merchant account (account owner only). Selling stops at once. Funamu closes the account when nothing is open: no paid order still in progress, no refund, return, dispute or payout in progress, no money left to pay out (request your payout first) and no invoice from Funamu left unpaid. Until then the screen shows what it is waiting for, and you can choose to keep the account open. Closing deletes nothing: you can still view your orders, statements and exports.

You still prepare and hand over paid orders after asking to close; the account closes only after they are finished. No new orders arrive.

They continue as normal, and the account closes only after they are finished.

They continue as normal, and the account closes only after they are finished.

A payout in progress finishes as normal. Request a payout for any money still due to you: the account closes only when nothing is left to pay out.

Your products stop being shown to customers as soon as you ask to close. The product and stock records are kept.

Yes, within 12 months of closing: the owner asks to reopen in the app and Operations check it. Your merchant, products and reviews come back. After 12 months, apply again.

Store tools has CSV exports for a date range of your orders, settlement batches, refunds and fees. Orders need the order permission; the money exports are for the merchant owner. The files contain no customer names, phone numbers or addresses.

They are hidden while your merchant is closed and come back if you reopen.

They are hidden while your merchant is closed and come back if you reopen.

They are kept: closing deletes no payouts, settlements, refunds or fees, and you can still view statements and exports after closing.

Open Store > Verification. It lists the business information needed (trade name, contact person, business type, registered business name and merchant location) and shows which is missing. When all of it is provided, choose "Submit for verification". Funamu reviews it and you are notified of the decision. No documents are uploaded.

Customers see "Verified merchant" on your merchant and products once Funamu has approved your verification. It tells them you completed Funamu's merchant verification. It is not a guarantee by Funamu of your products, and you remain responsible for what you sell.

Open Store > Product requests. It lists what customers are asking for in your categories, with the quantity, budget and delivery area; you do not see who the customer is. Choose "I can supply this", pick one of your own listings, and send the offer. The offer is at that listing's price. If the customer accepts, the product goes into their cart and becomes a normal order when they pay. You can withdraw an offer before the customer decides.

Open Catalog > Products and choose "Condition, description, size and restock" under the product. Under Restock, choose "I expect to restock this" and, if you know it, the expected date. Customers see it as your estimate while the product is out of stock. Customers who asked to be notified are told only when the product is really available again, not when you change the date.

Open Catalog > Products, choose "Condition, description, size and restock" under the product, then "I no longer sell this product". Customers can no longer order it and anyone waiting for it is no longer notified. You can offer it again from the same place.

They open from Home. Catalog holds your products, measurements and stock. Wallet holds your balance, payouts and payout accounts. Store holds hours, staff, Store tools, customers, security and your store profile.

Open the POS from Home. Search or scan items, then take the payment in cash: a POS sale is paid in cash only. You can share or print a receipt.

Cash sales you record at the POS carry no commission.

Yes. A cash sale is saved on the phone and recorded when the phone is back online; the stock shown already includes it.

They cannot. A POS sale is paid in cash only. Mobile money is for orders placed in the Funamu app.

Yes. First set each product's scan code in Catalog > Stock & locations ("Scan code for the POS"). The POS then adds the product when you scan it.

Yes. The POS has a discount field in UGX and asks for a reason.

No. It is optional and only if the customer agrees to share it; the sale goes through the same way without it.

The POS shows a "Register yourself" QR code. The customer scans it and signs up on their own phone.

Yes. Tell it what was sold, or send a photo of the order, invoice or barcode. It prices the basket from your catalogue and shows a button to record a cash sale. Below the limit you set under "Sales by the assistant" it records a cash sale itself.

When the Delivery Partner taps "Arrived at merchant", the order shows "Delivery Partner waiting" with the GPS-verified arrival time. Mark the order ready, or say in how many minutes it will be ready (1 to 240) with an optional note for the Delivery Partner and Operations.

You can use "Release delivery partner" on the order, giving a reason, so that the delivery is dispatched again.

They are your orders next in the dispatch sequence, so you know what to pack and hand over first. No clock time is shown because no cutoff time is scheduled.

It is the order's delivery route: each leg the parcel travels, from your merchant to the customer. The vehicle shows once one is assigned.

The delivery fee and the vehicle are worked out from the real weight and size of the items, so an item cannot be on sale without its weight, length, width and height. Nothing is estimated in their place.

It is a weight worked out from the package's length, width and height. Delivery is billed on the higher of the actual weight and the volumetric weight. Catalog has a package dimension calculator that shows both.

Catalog can show an estimate from similar products at a similar price. It is a suggestion only: you must enter or confirm the measurements yourself before the item can be on sale.

Open Store tools > Package size & product video and upload a video for the listing: one per listing, MP4, up to 60 seconds and 25 MB. Customers see it at once, and it is hidden while the item is out of stock.

A video is hidden while the item is out of stock. Operations can also hide a video that breaks the rules: you are told the reason, the video is kept, and you can upload a new one or appeal.

It is your lowest price in the 30 days before the campaign starts. It is not shown when the product has under 30 days of price history or the campaign price is not below that lowest price.

A campaign is a lower price that your merchant pays for; it never changes where you appear in search. Sponsored placement is advertising: the product is labelled "Sponsored" and can move up a few places.

Open Store tools > Advertising Account and add money by MTN Mobile Money or Airtel Money, approved on your phone, or by a transfer from your payout balance. Nothing is added until the payment is confirmed. Advertising money is never paid out.

It is the goods value of orders that are paid but not yet released to you. When an order is released, its amount, less commission, moves to "Available to withdraw".

UGX 15,000 for a merchant and UGX 60,001 for a Merchant Company.

Once per day (Uganda time), on any day.

Yes. Mobile money pays at most UGX 5,000,000 a day.

The company is paid as the company: an admin requests the payout in the Company workspace, to the company's payout account. Its merchants cannot withdraw company money.

In the Company workspace choose "Invite someone", enter the email of their Funamu account, and choose their role, merchants and tasks. Viewing orders is always included.

Use the merchant switcher in the Company workspace. The app, and the AI Assistant's actions, work on the merchant that is open.

Yes. Choose "All merchants I manage": it then answers company-wide questions from read-only figures for the merchants you may see. Its actions still work only on the merchant that is open.

Keep chats and payments in Funamu. Messages with phone numbers, emails, social media or payment details, or offers to deal outside the app, are not sent.

Only the customer can give that consent. Until they do, Store > Customers shows that the customer has not agreed to offers from your merchant, and an offer cannot be sent.

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

Sign in with your Funamu account. Codes for signing up and for resetting a password are sent to your email address.

Store tools > Today's manifest opens a PDF of the day's orders to hand over.

Your merchant gets a notice that cannot be switched off, and the order shows the reason the Delivery Partner gave.

Open "Returns coming back to you" in the Orders tab, use Confirm received and note what you found. If you track stock, record the item as received stock yourself.

The customer comes to your merchant with a new 4-digit collection PIN. Enter it on the return to confirm the handover.

Open More > Menu sections. Add sections such as Breakfast, Mains or Drinks, move them up or down, rename them, and hide or show them. Then choose a section for each dish. You can have up to 40 sections, each with a name of up to 40 characters.

Customers see it on your menu under "More". Hiding a section never removes a dish, changes its price or stops it being ordered.

Open the dish and, under Customization, add a choice (for example Portion: half, full) or add-ons (for example extra cheese, extra meat). Give each one the amount in UGX it adds to the price, or 0 for no extra. For add-ons you can set the fewest and the most a customer may pick.

When you accept the order or start preparing it, give the minutes the food needs. If you give none, Funamu uses your merchant's preparation time, or the usual time set by Funamu Operations (20 minutes unless they changed it). The longest time allowed is 180 minutes unless Operations changed it.

Yes. On the order, enter "Minutes still needed" and tap "Update estimate". The customer sees the new time and the delivery is re-timed.

Funamu sends a Delivery Partner about 10 minutes before your ready time (Operations can change this number). If the food is ready sooner, mark the order ready and a Delivery Partner is sent at once.

A Delivery Partner can mark a restaurant order picked up only after you mark it ready. Mark it ready as soon as the food is packed.

Set the dish to unavailable in Products. Customers then cannot add it to the cart or pay for it. Set it available again when you have it.

No. A restaurant receives orders only while it is open and not paused. Other merchants can take orders while closed; restaurants cannot, because food is cooked at once.

No. A restaurant order holds one restaurant only.

Open the Chat tab, press New chat (on a phone, the round + button) and choose "Chat with your Partner Officer". It is one chat that stays open. It reaches the Funamu partner officer for your city; if your city has none yet, the City Manager. They are alerted when you write, and you are alerted when they reply.

Open the Chat tab, press New chat (on a phone, the round + button) and choose "Chat with your Ward Manager". It reaches the Funamu Ward Manager who covers your ward; if your ward has none yet, the City Manager sees it. It needs your ward to be on record.

Yes. "Chat with Support" under New chat in the Chat tab starts a conversation with Funamu Support, as before. Use your Partner Officer for matters about your account and daily work in your city, and Support for general help.

Open the Chat tab and press New chat (on a phone, the round + button at the bottom right). It lists the chats you can start: the AI Assistant, Funamu Support, your Partner Officer and your Ward Manager. Chats about an order, a delivery or a parcel still start from that order.

Yes. The Chat tab lists your AI Assistant conversations together with your other chats, marked "AI". Press the "AI Assistant" filter to see only those. Opening one continues that conversation.

Open the Chat tab and press the bell at the top. It shows your message alerts for this app: you can turn alerts for new messages on or off, and allow alerts on this device. These are the same settings as Home > Alert settings.

On a laptop or desktop the Chat tab shows your list of chats on the left and the chat you open on the right. On a phone or tablet a chat opens on its own screen, with a back arrow to the list.

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. It needs the permission to manage the merchant's profile (the same permission as the merchant logo).

Customers, Delivery Partners, PUDO Partners and Funamu staff who chat with your merchant. Everyone in your merchant chats as the merchant, so there is one picture for the merchant. A merchant without a profile picture shows its logo in chats.

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.

Yes, when the customer has added one. You still do not see the customer's name or phone number.

Yes. There is one stock count per product at each location. An online order and a POS sale both take from it, so the same unit cannot be sold twice. Online orders use your main location, the one marked "(online orders)" under Catalog > Stock & locations, and the POS sells from that same location unless you choose another branch. Stock you keep at another branch is counted separately and is sold only at the POS of that branch.

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. In a chat with a customer, photos open only after that customer has paid for an order from your merchant.

Nobody can send a photo in a merchant chat, you or the customer, until the customer has a paid order with your merchant. The button shows a lock and the line "Photos open after you pay for an order from this merchant." After the first paid order, 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.

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.

Because a sale inside Funamu is protected and a sale outside it is not. Funamu pays you for every order it handled and stands behind you in a dispute. Asking a customer to pay or order outside the app breaks the messaging policy, can get your merchant suspended, and leaves you without Funamu's payment and dispute protection for that sale.

It says: keep every sale inside Funamu, and do not ask customers to pay or order outside the app. It is shown in every merchant chat, to you and to any merchant worker who replies in chats, and it cannot be closed.

It shared contact or payment details, which the messaging policy does not allow, so it was not delivered. A line under your message box says so. Edit the message and send it without those details. Repeated attempts are reviewed by Funamu, and the customer is warned that an attempt was made.

Photos are not scanned, but sharing contact or payment details in any form is against the messaging policy. A customer can report a photo, Funamu staff can take it down, and the report is recorded against your merchant.

So the customer, the Delivery Partner and Funamu Support know when the order will be ready. Choose 5, 10, 15, 20, 30, 40, 50 or 60 minutes, or type your own minutes, then press Accept order. Without a time the order cannot be accepted.

Yes, while the order is accepted or being prepared: open the order and use "Update estimate". Your first estimate is kept, and every change is recorded. The Delivery Partner is told the new time.

When the preparation time is reached and the order is not marked ready, you get a reminder; another at 5 minutes and another at 10 minutes late. At 15 minutes late Funamu Support is alerted and will contact you. Marking the order ready stops the reminders.

Mark the order ready. When the Delivery Partner arrives, ask them to tap "Show pickup PIN" in their app and read it to you. Enter it on the order under "Packing and handover" and press Confirm handover. The pickup is recorded only when the PIN is accepted; then hand the parcel over. A handover PIN is 4 digits, works once, expires after 15 minutes, and stops working after 5 wrong entries or if the handover is cancelled or the person is reassigned. Funamu stores only a scrambled copy, never the PIN itself. Never send a PIN in a chat or message.

Do not hand the parcel over. Ask them for a new PIN (they press "New PIN"). A PIN from a Delivery Partner who is no longer assigned never works. After 5 wrong PINs it locks; contact Funamu Support from the order.

You get it when you open. You have 30 minutes from opening to accept, then the normal reminders at 5 and 10 minutes, and Funamu Support is alerted at 15 minutes.

A vehicle registered on a route between your ward and the PUDO's ward collects it from your merchant. The first registered vehicle to accept carries it, often together with other parcels going the same way. Have the order packed and ready.

Delivery to a PUDO needs a route with a registered vehicle from your ward to that PUDO. Where there is none, customers are offered another PUDO or door delivery. Tell your Merchant Partner Officer in Chat.

Funamu can treat several cities as one delivery city. An order between them is then delivered as a local order, with no intercity legs.

A pickup station is offered only while it can take the parcel. It is left out when it is full, when its PUDO Partner has paused or closed it, or when Funamu has suspended it. The customer chooses another pickup station or delivery to their location. You cannot change which stations are offered.

Yes. Funamu Operations review each PUDO application and the identity document and face photo of the person who answers for the PUDO, before it can be opened for parcels. It is Funamu's own review, not an official check of the document.

Whoever receives a parcel in a hand-over checks it. If it looks damaged they mark it Damaged, write what is wrong and can add photos. The parcel stays the responsibility of whoever was handing it over, and Funamu Operations decide from the records and the photos. Pack every parcel closed and strong, because a parcel that is not closed can be refused at drop-off.

An order is routed only through a PUDO that is open. A PUDO that has reached its capacity is hidden from new orders as a pickup station, but a parcel already on its way to it is still received.