Who handles refunds when the shop collects payment directly?

For Shop Collects Payment orders, the buyer pays the shop or business directly. Refunds and returns start with that shop or business because JAAT did not receive the buyer order money.

How are refunds handled for JAAT Protected orders?

For eligible JAAT Protected orders, JAAT can review order evidence, dispute timing, delivery proof, and seller terms before approving a full refund, partial refund, replacement, seller payout, or no action.

What should a buyer provide when requesting a refund?

A buyer should provide photos, receipts, tracking records, messages, order details, and a clear explanation of the issue. Strong evidence helps the seller or JAAT support resolve the case faster.

Refund & Returns Policy

Effective: August 14, 2026

Jaat is a county digital mall network. Most products and services are sold by independent shops and businesses. For normal Shop Collects Payment orders, the buyer pays the space owner directly and refund handling starts with that shop or business. For eligible Jaat Protected orders, final platform intervention follows the rule-based Purchase Protection Program.

1) How to request a return or refund

Contact the seller from your order page as soon as you notice an issue.
If the seller does not respond or you cannot reach agreement, open a dispute.
Upload evidence (photos, tracking records, receipts, and order details).

2) Timeframes (rule-based)

Dispute filing window: depends on issue type and order status.
Typical product-quality window: 14 days.
Seller response target: 48 hours.
Support first-review target after escalation: 72 hours.
Appeal deadline after resolution: 7 days.

3) Eligible conditions

Item arrived damaged.
Wrong item received.
Item not as described (material mismatch, missing parts, and similar issues).
Item not received after carrier and tracking review.

4) Return shipping

Unless otherwise agreed, buyers are responsible for return shipping for changed-mind returns. For damaged, incorrect, or significantly not-as-described items, the seller may be responsible for return shipping or may offer replacement/refund without return where appropriate.

5) Refund method

For Shop Collects Payment orders, refunds are agreed and paid by the shop or business through the same direct channel where possible. For Jaat Protected orders, approved refunds are processed back to the original payment method used at checkout (e.g., M-Pesa), or to wallet where policy or payment rails require it. Processing speed depends on payment providers.

6) Rule-based outcomes

Buyer wins: full refund.
Seller wins: no refund.
Partial refund: approved amount only.
Mutual agreement: accepted buyer/seller terms.
No action: claim rejected where eligibility or evidence is insufficient.

7) Disputes and chargebacks

If you cannot resolve an issue with the seller, open a dispute on Jaat. Contact support before filing a chargeback with your bank; chargebacks can delay resolution and may require extra evidence.

8) Contact

Questions about this policy? Call/text/WhatsApp +254 725 345 345 or WhatsApp, or visit our Contact page.