Guide · Safe trading and delivery
What to do if the item is not as described
Step-by-step help for buyers on Bids Kenya whose item arrived damaged, not as described or not at all: what to check, what to send and how to report a problem.
If your item is wrong, do not confirm receipt. Confirming releases the seller’s payment.
Steps
- Check the item against the listing, photos and description.
- Take clear photos or a short video showing the problem, including the packaging.
- Message the seller from your order and say what is wrong. Many problems are solved here.
- If it is not solved, open your orders in the dashboard and choose Report a problem.
- Pick the reason and describe what happened, with as much detail as you can.
What happens next
- Payment to the seller is held while the report is open.
- An administrator reviews the evidence and records a decision.
- You can see the status and decision on your order.
When you can report a problem
You can report a problem after you pay the balance and before you confirm receipt. Once you confirm receipt, the seller’s payout begins, so check the item first.
Frequently asked questions
Can I get a refund?
An administrator reviews each case on its evidence and records the decision. Report within the window and include photos.
How many problems can I report at once?
One open report per order at a time.
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