The number one reason Kenyans don't buy online isn't price — it's fear. Fear of paying a stranger and getting nothing. Your job is to stack enough trust signals that paying you feels safe.
Signals that work
- A real shop link with your name on it — not a floating WhatsApp number.
- Verified badge, opening hours, location — fill in your county and town.
- Clear prices shown upfront; nothing kills trust like 'DM for price'.
- Real photos you took, not supplier stock images.
- Your phone number and WhatsApp visible — reachable people get paid.
Write a simple returns policy
Two sentences is enough: 'Wrong size? Exchange within 7 days if unworn. Defective item? Full refund or replacement — your choice.' Put it in your shop description. Buyers read it before deciding.
Handling a refund well
Refund fast through the same channel they paid. A KSh 1,000 refund handled gracefully costs less than a screenshot posted in a WhatsApp group. In Kenyan e-commerce, reputation travels by word of mouth — in both directions.
Pay on delivery?
If you offer it, restrict it to zones you serve yourself or via a courier who collects — and confirm orders on WhatsApp before dispatching. For most sellers, 'pay first, fast delivery, easy returns' beats the cash-collection headache.
