Support
Last updated the current version of the app
Quick answers to what people ask most, for buyers and sellers. Search, or pick a topic. If you can't find yours, we're happy to help.
38 questions
Ajankara is a marketplace for the shops and services around you. Find a shop on the map or in search, message it, hail it to ask if it's ready right now, book an appointment, or order and pay in the app with escrow protection.
You can search and use the map without one. You need an account to watch reels, message a seller, order, hail a shop or book an appointment.
Sellers choose how far from their shop buyers can discover it. A shop that limits its reach won't appear in browse, search or trending when you're farther away than that. A direct link, an existing chat or a favorite still opens it.
If you haven't shared your location, you'll see every shop. A shop can also be missing because its owner switched it off, or it has been hidden by Ajankara.
Your location is used to show you what's near you, and you can turn location sharing off in your settings. When you send your location in a chat, it's a one-time pin of where you are, not live tracking.
You pay in the app and Ajankara holds the payment instead of sending it straight to the seller. It's released to the seller when you confirm the order arrived as described, or automatically if you don't act in time (see "When is my payment released to the seller?"). If the seller never sends the order, it's refunded to you instead. Orders you pay for on delivery have no escrow, because you only pay after you've seen the item.
Add escrow-protected listings to your cart and check out. You choose a delivery address and pay on a secure Paystack checkout. The total is the price plus Ajankara's platform fee (see "Is there a fee when I pay in the app?"), and you see it before you pay.
Some sellers also let you pay on delivery: you reserve the item and pay the seller in person once you've seen it. You'll see that choice at checkout when the shop offers it (see "What is pay on delivery?").
Yes. When you pay in the app, Ajankara adds a platform fee to the price of your order. You see it in your cart and again before you pay, and it's part of the total you're charged, so there are no surprises on the payment page.
It's separate from the commission the seller pays Ajankara on the same order, so Ajankara is paid by both sides of an order paid in the app. If the order is refunded, you get back everything you were charged, platform fee included.
There's no platform fee when you pay on delivery: you pay the seller the listed price and nothing on top.
Some sellers let you reserve an item in the app and pay them in person, in cash or by transfer, once you've seen it. At checkout, choose "Pay on delivery" if the shop offers it. Nothing is charged in the app, and you pay the listed price with nothing on top.
Ajankara doesn't hold or move that money, so there's no escrow on these orders. You're protected because you only pay after you've checked what you're buying. When you've paid, the seller marks "Payment received" on the order and you confirm it.
It works with one shop at a time, and discount codes only work when you pay in the app.
When a seller marks "Payment received", you're asked to confirm it. If it's wrong, raise a problem on the order within 72 hours. An Ajankara admin reviews it and decides whether the seller's record stands.
If you do nothing within 72 hours, the seller's record stands and the order is completed. We notify you about 24 hours before that happens.
Don't pay. Tell the seller, and either of you can close or cancel the order before a payment is recorded. Nothing has been charged, and the item goes back on the shelf.
An order that nobody closes within 7 days is cancelled automatically. The seller and you are both reminded about 48 hours before.
Some listings are agreed directly with the seller: price, delivery or pickup, and payment. Use the Chat button on the listing to start. These deals happen outside Ajankara's payment flow, so escrow protection and disputes don't apply to them.
When you confirm the order arrived as described. If you don't confirm and don't raise a problem, it's released automatically 72 hours after the seller marks the order as sent.
If an estimated delivery date was given, the 72 hours start from that date instead, but never more than 14 days after the order was sent. We notify you about 24 hours before your payment is released.
If your order hasn't arrived or isn't right, raise a dispute from the order before the time is up. A dispute freezes the held payment.
The seller has 7 days from your payment to mark the order as sent. If they don't, the order is cancelled automatically and your payment is refunded to you. Your payment is never released to a seller for an order they haven't sent.
Until the seller sends it, you or the seller can also cancel the order yourself, and the payment is refunded.
Open the order from your Orders and raise a dispute. Pick a reason (it never arrived, it's the wrong item, or it arrived damaged) and describe what happened. The held payment is frozen while an Ajankara admin reviews it.
A payment is refunded to you if the order is cancelled before the seller sends it (this happens automatically if the seller hasn't sent it within 7 days), or if a dispute is decided in your favour. If the dispute finds the order was fulfilled as agreed, the payment is released to the seller instead.
Ajankara processes the refund back to you, for everything you were charged, platform fee included. How long it takes to reach your account depends on Paystack and your bank.
Disputes are for real order problems, not a change of mind about an item that was described accurately.
An admin looks at the order, the delivery details and your conversation with the seller. You can follow the status alongside the order's payment history. If a dispute has been open longer than you expected, email support@ajankara.com.
Every order you've placed is under Orders with its status and a receipt.
A one-tap way to ask a shop, "Are you open and ready right now? I'm coming to get it." It's for quick pickups and services, without a full order. Tap the lightning bolt on a shop or listing, or hail from the map. Hails are pickup only, and you pay the shop in person when you collect it.
Five minutes. If the shop doesn't respond, the hail expires and you can hail again. You can cancel it yourself any time before the shop answers.
Head to the shop and pay them directly when you collect it. Hails aren't paid for in the app, and Ajankara doesn't hold or refund any money for a hail.
Once you've collected it, either of you can mark the hail picked up. If it hasn't been collected within 24 hours, it closes automatically and you can hail the shop again.
No. You pay the shop directly when you collect the item. A hail is a quick "are you ready?" request, not an order, so escrow doesn't apply and there is nothing to pay or refund in the app.
If you paid for a hail through the app in an earlier version, open a support ticket or email support@ajankara.com and we'll sort it out.
A hail that was declined, expired or cancelled is deleted, together with the location you sent with it, 30 days after it ended. A completed hail is kept as a record of the pickup.
Yes. "Share status" makes a link anyone can open, without an Ajankara account, to see how it's going. It doesn't show identity, payment details or phone numbers. The "Get help" button reaches support straight away.
For listings that take appointments, request a time slot and follow its status under Bookings. The seller confirms or declines.
Text, a photo or PDF, a link to a listing, or a one-time pin of your location.
In your Inbox, in the app and on the website. Every update about an order, booking, hail, your verification, your account and your money arrives there as a message, kept like an email: it can be starred, archived or moved to the Trash, and you can search it and filter it by category. Messages that need you to act are marked as important.
Messages you delete go to the Trash first, and the Trash empties itself after 30 days. Updates also reach you as a push alert and, for the important ones, an email, so you do not have to keep the app open.
Choose "Forgot password" on the login screen. You'll get a 6-digit code by email or WhatsApp to set a new one.
In your account settings. You can turn it on or off there at any time.
In your account settings you can control push, WhatsApp and email notifications, location sharing and whether your profile is public. WhatsApp alerts are optional and off until you turn them on; they go to the phone number on your account. Every update is also in your Inbox in the app.
Open Account (on the website) or Profile (in the app), find Your data, and choose Delete my account. You confirm with your password. We then check that nothing is still in progress, such as open orders or money owed, and delete the account within 30 days. You can cancel the request until then. Once deleted, it cannot be brought back.
Ajankara can remove a photo that breaks the community guidelines, and tells you when it does. You can add a new one in your profile.
Your personal referral link and any discount codes you've earned are under Refer a friend in your account. Share the link, and you and your friend both get a discount.
Choose "Become a seller" or "Start selling" in your account. Onboarding includes identity verification (KYC), and your shop goes live once it's approved. You can follow it in your seller area, and resubmit there if it's declined.
Each plan has a monthly price, a commission rate and a listing limit, and there is a Free plan. Commission applies to orders paid through the app, and to completed pay-on-delivery orders too. On an order paid in the app, the buyer also pays Ajankara a separate platform fee on top of your price, so it doesn't come out of your share. You're shown any charge before you pay it, and the current plans are on the Sell on Ajankara page.
A buyer's payment is held in escrow. It's released to you when the buyer confirms the order, or automatically 72 hours after you mark the order as sent if they don't raise a problem. (If an estimated delivery date was given, the 72 hours start from that date, up to 14 days after you sent it.) If the buyer raises a dispute, the payment stays frozen until an admin decides.
You're paid the price of the order less your commission. The buyer's platform fee is separate and isn't taken from you. Your commission and payout history is in your seller area, under Financials.
7 days from the buyer's payment. Mark the order as sent in Orders once it's on its way or ready. We remind you about 48 hours before the 7 days are up. If it isn't marked as sent in time, the order is cancelled, the stock goes back on your shelf, and the buyer is refunded.
Open a support ticket and follow the replies there. On the website that's Contact us, with your replies under "My tickets"; in the app it's Support Tickets in the More menu. You can also email support@ajankara.com.
Help walks through every part of the app for buyers and sellers, and the Terms of Service and Privacy Policy explain the rules.
Want a walk through the app instead? See Help for buyers, or Sell on Ajankara if you'd like to sell. Still stuck? Contact us.