How a held payment works

Add items from one or more sellers to your cart. At checkout you choose each seller’s delivery or pickup option and enter the M-Pesa number to charge.

Your phone shows an M-Pesa prompt. The payment screen tells you the exact name it shows. Enter your PIN only on that prompt.

ADDPlus+ never asks for your M-Pesa PIN on a web page, in an email or on the phone.

When the payment is confirmed, your money is held. The seller has not been paid. Each seller gets their part of the order and a deadline:

• The seller has 1 day to accept. If they decline or do not answer in time, your money for that part is refunded to your M-Pesa.
• Until the seller accepts, you can cancel that part and be refunded. After they accept, you can cancel only if the item has not been sent 2 days after the seller’s stated delivery time.

You get one 6-digit code for each seller, on your order page and in your confirmation email.

Only share this after you have the item in your hands and have checked it.

The seller enters your code to mark the handover. After 5 wrong tries, code entry locks and an ADDPlus+ admin checks what happened. If you have the item but did not use the code, you can tap “I have received it” on the order page. If you do neither, the order counts as handed over 10 days after the seller sent it; we remind you before that.

2 days after the handover, if you have not reported a problem, your money is released to the seller.

If something is wrong, open a dispute from the order page inside that window, or any time after the seller sends the item and before the handover. Release stops while the dispute is open.

Read the dispute and refund policy

Large orders may need to be split. If an order is more than ADDPlus+ can accept today, checkout says so before you pay, suggests paying for each seller separately, and keeps your cart.