Buyer support

Common questions

How Prefrpay protects you

You pay through Prefrpay into Flutterwave escrow — not the seller’s personal bank account. Money stays held until delivery is confirmed (doorstep PIN for a manual rider, or the courier complaint window for integrated delivery). Platform-verified sellers complete Prembly identity checks. If something goes wrong before funds are released, you can report it from your order link and escrow stays locked while we review.

What if I receive the wrong item?

If a rider brings the order, check it at the door before you share your 4-digit PIN. Wrong, damaged, or not as described? Do not give the PIN — tap Not satisfied on your order page so the rider returns the item and escrow stays locked. For courier deliveries, use Report a problem in the short window after delivery. Add clear photos when asked. Our team reviews both sides and can refund, release, or allow another delivery.

Do I need an account to buy?

No. Buyers stay accountless. After you pay, you track the order from the link we send by SMS or WhatsApp. Lost the link? Use Recover your order by phone.

When is payment final?

Once you confirm delivery with your PIN (or the courier window closes without a complaint) and the order completes, funds go to the seller and that payment is final. Open issues before then — not after you accept delivery.