What is JAAT Protected checkout?

JAAT Protected checkout is an optional payment mode for eligible orders where the buyer pays JAAT first. JAAT can hold the funds and release payment to the shop or business after delivery, pickup, or an agreed service milestone is completed.

Do all JAAT orders use protected checkout?

No. Shop Collects Payment is the default on JAAT. Most buyers pay the shop or business directly by M-Pesa till, paybill, cash, pickup, bank transfer, or WhatsApp agreement. JAAT Protected applies only where the listing or checkout clearly offers it.

What evidence should buyers and sellers keep?

Both sides should keep order messages, receipts, photos, tracking details, delivery proof, service scope notes, and completion confirmations. This evidence helps support review protected checkout issues.

JAAT Protected

Protected checkout for eligible JAAT orders.

Jaat Protected is an optional payment mode where the buyer pays Jaat first. We hold the order funds, track the order, and release payment to the shop or business after the agreed delivery, pickup, or service milestone is completed.

Browse listings Fees and payment modes

Payment holding

JAAT can hold buyer funds for eligible orders until delivery, milestone completion, or support resolution.

Evidence review

Support can review order records, receipts, photos, tracking, messages, and uploaded proof.

Dispute decision

If buyer and seller disagree, JAAT uses the order evidence and protection rules to decide the next step.

Refund path

Approved refunds follow the protected order policy and payment processor rules.

For buyers

How to use JAAT Protected

Choose an eligible listing

Use protected checkout only where the product, service quote, or order clearly offers JAAT Protected.

Pay JAAT first

The buyer pays through the protected checkout path instead of sending order money directly to the shop.

Keep order evidence

Keep messages, photos, receipts, tracking details, scope notes, and delivery confirmations linked to the order.

Confirm completion

When the product is delivered or the service milestone is complete, JAAT can release funds to the seller.

For sellers

How sellers qualify for smooth payout

Use clear listings

State price, scope, condition, delivery, warranty, return terms, and service milestones before payment.

Fulfill as agreed

Deliver the item or service exactly as described, and keep proof of dispatch, handover, or completion.

Respond to issues fast

If the buyer reports a problem, reply within the support timeline and provide evidence.

Receive payout

After completion or dispute resolution, JAAT releases eligible funds minus any stated fees.

When protection applies

Protected checkout must be selected before payment.

Protection applies only when the order uses Jaat Protected checkout. If the buyer pays the shop directly, the shop remains responsible for payment confirmation, delivery, returns, and first-line support.

Important: Do not send money to a seller and later call it protected. Protected checkout begins only when the order is created and paid through the Jaat protected path.

Covered examples

Product not delivered after protected payment.
Wrong item delivered compared with the listing.
Service milestone not completed as agreed.
Seller cannot provide agreed proof of delivery or completion.

Not covered by default

Payments sent directly to the shop, business, till, paybill, bank account, cash, pickup, or WhatsApp agreement.
Orders where the buyer selected direct shop payment instead of the protected checkout path.
Issues reported outside the allowed filing window or without useful order evidence.
Claims caused by buyer change of mind where the seller clearly stated non-returnable terms.
Services where the agreed milestone was completed and accepted before the complaint was raised.

Dispute timeline

Clear timelines keep orders moving.

48h

Seller response

72h

Support first review

24h

Evidence request

Appeal window

Possible outcomes

What can happen after review?

Outcome	Buyer result	Seller result
Buyer wins	Buyer receives full refund to original payment method or wallet.	Order value is reversed from seller balance/on-hold funds.
Seller wins	No refund is issued.	Seller funds remain payable according to standard release rules.
Partial refund	Buyer receives agreed percentage or amount.	Only approved partial amount is reversed.
Mutual agreement	Outcome follows buyer and seller accepted terms.	Outcome follows buyer and seller accepted terms.
No action	Claim is rejected due to insufficient eligibility or evidence.	No penalty applied.

Issue windows

Eligibility rules by issue type

Issue type	Window	Statuses
Shipping issues / item not received	30 days	processing, shipped, delivered, completed
Item not as described	14 days	shipped, delivered, completed
Damaged or quality issues	14 days	shipped, delivered, completed
Customs fee disputes	14 days	processing, shipped, delivered, completed
Payment issues	30 days	pending, processing, shipped, delivered, completed
Other order-related issues	14 days	pending, processing, shipped, delivered, completed

Order states excluded from new disputes

New dispute filing may be blocked when an order has already reached a final or excluded state.

cancelled refunded

Need support?

For protected checkout questions, call or WhatsApp +254 725 345 345.

Refunds and returns Terms