Frequently Asked Questions

Deniro is Kenya's 0%-commission social commerce marketplace. It turns your WhatsApp, Instagram or TikTok hustle into a real online shop in minutes. You get a shareable shop link, buyers place orders that land straight in your dashboard, and they pay YOU directly — via your own M-Pesa number (Pochi la Biashara or Send Money), Till or Paybill. Deniro never holds your money and never takes a cut of your sales. The platform earns only from optional services you choose: credits for Boosts and SMS, and the PRO plan.

1. Tap "Create your shop" and sign up with your phone number. 2. Set your shop name, tagline and payment details (your M-Pesa number). 3. Add your first product — a name, price, photo or emoji, and stock. 4. Share your shop link anywhere: WhatsApp status, TikTok bio, Instagram story. Every order arrives in your Dashboard with the buyer's name, phone and a tracking code (LL-XXXXXX). Confirm it, deliver, and mark it done. That's the whole loop.

Buyers pay you DIRECTLY — Deniro never touches the money. At checkout the buyer sees your own payment details (Pochi number, Send Money number, Till or Paybill — whatever you configured). They send the money to you, then enter the M-Pesa confirmation code on the order screen. Optional PRO feature: M-Pesa Express (STK Push) — the buyer's phone pops the M-Pesa PIN prompt automatically, no copy-paste needed. If you enable Escrow (buyer protection), a licensed intermediary holds the payment until the buyer confirms delivery — a strong trust signal for new buyers.

Yes — 0% commission is the core promise. We never take a percentage of your sales and we never hold your money. The platform is funded by optional services: • Credits — buy credits to send SMS blasts and run Boosts (paid placement at the top of the market feed). • PRO — a monthly subscription that unlocks M-Pesa Express (STK Push), more products, analytics and priority support. A free shop is a real, complete shop. Everything paid is optional.

• Boost — paid placement: your product sits at the top of the market feed for a fixed period. Bought with credits. • Credits — the platform's wallet. Top up via M-Pesa; spend on Boosts and SMS blasts. Top-ups go through a strict verification system (your pasted M-Pesa code is checked against M-Pesa itself) to protect everyone. • PRO — subscription plan with STK Push, more product slots, sales analytics and a PRO badge buyers trust.

Every order gets a tracking code like LL-4F7K2Q. Buyers: open the tracking link you received, or go to "Track order" and enter the code. You will see the order status, delivery confirmation button, and a "Report a problem" button at any time. Sellers: all orders live in Dashboard → Orders with status PENDING → CONFIRMED → DELIVERED. Confirm an order when you have received the M-Pesa payment — that is also when the buyer can see it as confirmed.

Buyers are protected. On the tracking screen, tap "Report a problem" within the dispute window. The order enters dispute state and a human mediator (the platform owner) reviews the evidence from both sides. If you paid through Escrow, the money is held by a licensed intermediary — not by the seller and not by Deniro — and it is released to you (refund) or the seller (completed sale) based on the outcome. Outcomes: refund to buyer, partial refund, or release to seller. Sellers who repeatedly lose disputes or defraud buyers get strikes and can be banned from the marketplace entirely. See our Refund and Dispute Policy for the full process and timelines.

Security layers: your session is signed and expires; you can enable a recovery code for lost phones; the owner console is hidden behind a private address and a strong key with rate limiting; every owner action is written to an immutable audit log. Your data: we collect the minimum needed to run the marketplace (phone, shop name, orders). We never sell your data. Buyers' phone numbers are masked from sellers until an order exists. You can request deletion of your account data any time — statutory tax records are retained for the legally required period only (see the Privacy Policy).

Prohibited: drugs and controlled substances, weapons, counterfeit goods, stolen items, wildlife products, adult content, medical products without valid licensing, financial scams and pyramid schemes, and anything illegal under Kenyan law. Listings that break the rules are removed and repeat offenders are banned. The full list lives in the Prohibited Items policy. When in doubt, ask support before listing.

Yes — Deniro is built mobile-first and works on any modern browser: Android, iPhone, tablets, laptops and desktops. No app download needed, though it behaves like an app (fast, installable to your home screen, works on slow connections). Shops, the market, checkout, chat and the seller dashboard all adapt to your screen size. Sellers run their entire business from a phone.

The VERIFIED badge tells buyers the platform has checked your shop (identity + active M-Pesa receiving details). It dramatically increases buyer confidence and conversion. Request verification from Dashboard → Settings once your shop is complete (photo/logo, tagline, at least a few products, real payment details). The platform team reviews and approves genuine shops. Misrepresenting your identity forfeits the badge and can ban the shop.

Fastest routes, in order: 1. In-app: open this FAQ or the dispute flow — most answers live here. 2. Order problems: use "Report a problem" on the tracking screen (it attaches your order evidence automatically). 3. Everything else: message support on WhatsApp from the Safety page or the footer link. The owner monitors disputes and support queues in real time from the operations console, and every escalation has a response-time target. You will never be left wondering whether anyone saw your message.