We ask you to provide your first and last name, email address and phone number.
After successful signup, you will provide your date of birth and ID number. Be sure
to capture all details accurately, as you will not be able to change them after
submitting them.
Any and all information you provide is treated with the highest level of privacy. We
request, process, store and use all personal information in strict accordance with
our privacy policy.
You can start a transaction by filling out “Start a Transaction” form.
Click here for a step-by-step tutorial video.
Either the buyer or seller can initiate a transaction. To do this, the initiating party will need the other person’s email address. The other person receives an invitation, which they accept if the order details are captured correctly. The buyer will then be able to make payment into escrow.
The important details are the other party’s email address, a description of the item being sold, the purchase price, the due date for delivery and the shipping address (if applicable) in the terms and conditions. You will not be able to edit the terms and conditions once the order has been confirmed. Do not accept a transaction until all terms and conditions agreed upon are captured in the order form or if you have supplementary written electronic communication outlining full order details prior to initiating the escrow transaction.
Escrow transactions are by invitation. You will be asked to provide the other party’s email address and phone number. A unique link with an invitation to join the transaction will be sent to them via email and SMS. If they don’t have an account, they will be asked to sign up and then they will be able to accept your invitation.
To make payment for an order in status "Awaiting Funding":
1. Login to your account;
2. In the menu, click Orders;
3. Click the Order Number (in blue text);
4. Click "Pay Now".
You can pay using the automated Mpesa payment option or pay manually with Mpesa or bank transfer as detailed on the invoice.
If your order is in status "Awaiting Confirmation":
1. Login to your account;
2. In the menu, click Orders;
3. Click the Order Number (in blue text);
4. Click "Pay Now".
5. Review that the order details are captured correctly and then click "I accept" at the bottom of the page.
6. Click "Pay Now".
Otherwise if you have not created the order, you will need to create the order first. Here's a step-by-step tutorial video.
You may only make payment if you have an order in status "Awaiting Funding".
The entire balance deposited is credited into your escrow account balance. You can view this and more information about your orders by clicking “Dashboard” at the top right section while logged in. While the delivery is in progress, the funds will be held in your escrow account balance until the order is marked as completed. If you approve the order, the funds will be debited from your escrow account and released for withdrawal in the seller’s escrow account. If you request to cancel the order by raising a dispute, the order will be marked as disputed. Funds will only be available for withdrawal after the dispute has been closed in your favor.
An escrow account is a temporary account in which funds are held by the escrow company pending completion of a contract of sale. Your escrow account balance with Escrow Kenya can be accessed at any time while logged in. Funds are available for withdrawal only after an escrow transaction is completed.
You can withdraw funds in your escrow account as soon as they are available for withdrawal by clicking on the “Withdraw” button next to your account balance. The button only appears when funds are available for withdrawal. By default, withdrawals are processed to the Mpesa number listed on your profile.
If you do not have a valid Mpesa number listed in your account or if the Mpesa number listed on your account is not registered using the name on your profile, we will contact you to update your profile or provide an Mpesa number registered in your name. Additional verification may be needed before we can effect such changes. For your convenience, please make sure your profile information is up to date.
If the withdrawal amount may not be processed via Mpesa or if you prefer settlement to a bank account, we will request you to provide your bank account information. Settlement to a bank account will fail if the name on the bank account provided does not match the name on your profile information. For your convenience, please make sure your profile information is up to date.
Here's a breakdown of all fees:
Standard Escrow Fee
i) Fee for transactions in Kenya Shillings
General Merchandise & Services:- 3% of the purchase price, with a minimum fee of KES 200 and a maximum fee of KES 15,000.
Motor Vehicles:- 1.5% of the purchase price, with a minimum fee of KES 1,500 and a maximum fee of KES 15,000.
ii) Fee for transactions in US Dollars
General Merchandise & Services:- 3% of the purchase price, with a minimum fee of $2.50 USD and a maximum fee of $155 USD.
Motor Vehicles:- 1.5% of the purchase price, with a minimum fee of $15.50 USD and a maximum fee of $155 USD.
Discounted Escrow Fee:
Charged to the buyer where an order is voluntarily canceled by the seller. Calculated as 0.5% of the price, with a minimum fee of KES 200 for transactions in Kenya Shillings or $2.50 USD for transactions in US Dollars.
Dispute Administration Fee:
Charged to the buyer where an order goes through dispute resolution and the dispute is closed in the buyer's favor. It is calculated as the standard escrow fee, charged to the buyer in full, regardless of the initial fee-sharing agreements between the buyer and the seller.Escrow Withdrawal Fee:
KES 25 for transactions in Kenya Shillings or $0.50 USD for transactions in US Dollars.
When you click “Pay Now”, you will be presented with three payment options:
1. Automatic Mpesa payment:- click the "Proceed" button, submit your phone number and input your Mpesa pin on your phone when you get the prompt. The order will be updated automatically when the payment goes through.
2. Manual Mpesa payment:- use the Paybill details provided on the invoice to make payment. We will update the order manually when we receive your payment confirmation.
3. Bank payment:- use Pesalink on your mobile banking app (for Kenyan users) or wire transfer (international users) to make payment. We will update the order manually when we receive your payment confirmation.
All order details are captured correctly including:
- Who pays escrow fees;
- Who pays shipping fees (if applicable);
- The correct shipping address (if applicable);
- Any limitation of liability; and
- Any other special instructions;
The inspection period is the maximum time allowed for the buyer to inspect the goods or services delivered and report a problem if there is any. It begins immediately the due date for delivery reaches. If a buyer needs to raise a dispute, they may only do so during the inspection period. If the buyer does not raise a dispute, the money in escrow is automatically released to the seller when the inspection period ends.
The default inspection period set is 24 hours for services and digital goods; 3 calendar days for tangible goods; and 7 calendar days for motor vehicles. Sellers initiating a transaction are advised to state the latest due date expected instead of underestimating it in an attempt to appear efficient, as the buyer will raise a dispute if delivery is not completed by the time the due date reaches.
A transaction invitation may be rejected by the invitee if some order details are missing or incorrect. A buyer may request to cancel an order by raising a dispute when the due date for delivery reaches without having received the item or service or if the item or service delivered is significantly not as described.
If the seller does not deliver by the time the due date reaches, you can raise a dispute to sustain a hold on the funds in escrow. You MUST raise a dispute before the auto-approval time reaches. For your convenience, the auto-approval time is always indicated on the order page, in our email and SMS notifications, and a reminder is sent to you immediately the due date reaches.
To raise a dispute on an order currently in status “In Progress”:
First ensure that the due date has reached.
1. Logon to your account
2. From the menu, click ORDERS
3. Click the ORDER NUMBER (in blue text) to open the order details
4. Click DISPUTE ORDER
This will sustain a hold on the funds in escrow.
You will be allowed a further 48 hours to discuss in an open forum on our system.
If you can’t agree or do not wish to discuss further, simply escalate the dispute to us by clicking ESCALATE DISPUTE.
We will ask the seller to provide proof of delivery and additional information within 3 calendar days.
We will consider this information and determine the case within a maximum of 10 days depending on the complexity of the case.
If you resolve the issue, simply click WITHDRAW DISPUTE to close the dispute and release funds to the seller.
You must escalate or withdraw the dispute within 48 hours, else it will be closed automatically and funds released to the seller.
Once a dispute is raised, you and the other party are allowed up to 48 hours to attempt to resolve the dispute in an open forum.
If you can’t agree or do not wish to discuss further, simply escalate the dispute to us by clicking ESCALATE DISPUTE.
We will ask the seller to provide proof of delivery and additional information within 3 calendar days.
We will consider this information and determine the case within a maximum of 10 days depending on the complexity of the case.
If you resolve the issue, simply click WITHDRAW DISPUTE to close the dispute and release funds to the seller.
You must escalate or withdraw the dispute within 48 hours, else it will be closed automatically and funds released to the seller.
When a dispute is escalated for review by our disputes team:
If unsatisfied with the outcome of the dispute resolution process, you may seek legal redress. The limitations of this option are outlined in our terms of service. Please note that Escrow Kenya, may only be enjoined as an interested party and not as a defendant in your legal proceedings against a party in your escrow transaction. The company may participate by providing information about the order as received from both parties in line with the privacy policy.
An escrow transaction begins when money is received in escrow by way of the buyer submitting a payment to Escrow Kenya and end when funds are released from escrow in two ways: when the order is completed successfully and the money is settled to the seller; or when a refund is issued and the money is settled back to the buyer.
Withdrawals initiated during customer support hours are typically approved and completed within 20 minutes on average. Withdrawals initiated outside customer support hours are processed the following day from 8 a.m and typically completed within 20 minutes on average. Settlement entirely depends on the payment processors involved. For example, while payments processed through Mpesa and Pesalink are typically settled in real-time, unanticipated technical challenges on such payment systems may lead to delays from time to time.
For security reasons, all withdrawals are reviewed manually before being completed. In rare circumstances, your withdrawal may be declined, mostly as a result of a system error or because the withdrawal was triggered by a system error or duplicated by a system error. If you believe your withdrawal was rejected by mistake, please contact us immediately.
Once a dispute is raised, you and the other party are allowed up to 2 calendar days to attempt to resolve the dispute in an open forum. If you can’t agree, either party can escalate the dispute for resolution by the disputes team within a maximum of 10 calendar days. If the time allowed for self-resolution lapses without the dispute being withdrawn or escalated, the dispute will automatically be marked as closed and funds will be released to the seller.
Yes, Escrow Kenya protects you from fraudulent sellers who fail to deliver and remain uncooperative in your request to cancel an order. You can raise a dispute and escalate it for review by our disputes team.
Yes, our skilled dispute resolution team reviews all disputes escalated and suggests solutions to both buyer and seller in a situation where items received are significantly not as described. Where parties cannot agree on alternative arrangements such as partial refunds, a full refund is issued upon acknowledgment of the receipt of returned merchandise by the seller.
If both parties agree to a partial refund arrangement, the refunds are issued instantly. However, in case of a full refund, the buyer must ship back the goods to the seller and provide proof of shipment and tracking information to receive a refund. The seller may also release the funds by acknowledging receipt of the returned merchandise.
Unless the seller offers to pay, the buyer is expected to pay for the shipment of returned goods and provide proof of shipment in order to receive a refund.
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