Because every payment is held in escrow, a refund on Smart Market is never a matter of chasing a seller. Here is how protection works.
You are protected until you confirm
The seller is only paid after you confirm receipt. Until then your money stays with Smart Market. Take the time to inspect the item before confirming.
When to open a dispute
- The item never arrived, or the seller stopped responding.
- The item is materially different from the listing (model, condition, missing parts).
- The item is counterfeit or does not work.
How a dispute is resolved
- 1
Open it from My orders
Describe the problem. The order is frozen immediately.
- 2
Both sides are heard
Our team asks the seller for their version and may request photos or proof of delivery.
- 3
Decision
We either release the funds to the seller or refund you. Most disputes are settled within 3 business days.
Refund timing
- Refunds go back to the Mobile Money number used to pay.
- Once approved, a refund appears within 1–3 business days depending on the operator.
Cancellations
An order that is never paid expires automatically. A paid order can only be cancelled through a dispute so that both sides are protected.