Comprehensive Help Center

1. Getting Started

A. Creating an Account

i. Sign up at /sign-up and verify your email.
ii. Sign in at /sign-in.
iii. Some features require login, including:

• Wallet payouts
• Affiliate dashboard
• Order history

iv. Reset your password from /forgot-password if needed.

B. Discovering Products

You can start shopping from:

i. Home: /
ii. Shop: /shop
iii. Search: /search
iv. Categories: /categories
v. Brands: /brands
vi. Tags: /tags

On product pages, you can:

i. Select size and color.
ii. Add products to cart.
iii. Add products to wishlist.
iv. Add products to compare.
v. Review product details, shipping estimates, and ratings.

2. Shopping and Checkout

A. Guest Checkout vs Signed-in Checkout

i. Guests can checkout using shipping details and email.
ii. Signed-in users can use saved addresses for faster repeat checkout.

B. Checkout Flow

1. Enter shipping address.
2. Choose payment method.
3. Review items and shipping details.
4. Place order and complete payment, if using an online payment method.

C. Discounts and Savings

i. Coupons

a. Enter the coupon code at checkout.
b. Coupons may have expiry dates, usage limits, and minimum purchase rules.
c. Premium-tier coupons require Premium access.

ii. Affiliate Codes

a. Affiliate codes can be entered in the same coupon field.
b. Only one discount source can be applied per order.

iii. First Purchase Discount

a. Eligible first-time customers may receive an automatic first-order item discount.
b. If both a coupon and first-order discount are available, the checkout keeps the better savings.

D. Coins System

i. Coins are reward credits.
ii. 1 coin = 1 KES.
iii. Coins are earned on eligible paid orders using the configured reward rate.
iv. Coins can be used when the balance is sufficient to cover the order.
v. Coins cannot be combined with coupon discounts.
vi. Coin balance and history can be viewed at /account/coins.

E. Wallet System

i. Wallet supports top-up and spending at checkout.
ii. Wallet appears as a payment method when the balance covers the total order amount.
iii. Wallet top-ups are processed via Paystack.
iv. Wallet can receive certain refunds, such as paid cancellations or approved returns.
v. Wallet payout requests can be made from /account/wallet.

F. Payment Methods

Depending on store settings and eligibility, payment methods may include:

i. M-Pesa / Paystack online flow
ii. Wallet
iii. Coins
iv. BNPL, meaning Buy Now, Pay Later
v. Cash on Delivery, restricted to selected locations such as Nairobi CBD

For online methods:

i. The order can be created first.
ii. Payment can then be completed in a secure payment window.

G. BNPL: Buy Now, Pay Later

i. BNPL allows eligible customers to place orders and repay over a defined period, for example 90 days.
ii. Users can make repayments later from the order or account flows.
iii. The remaining balance and financing status can be tracked in the order details.

3. After Purchase

A. Orders, Statuses, and Tracking

i. Use /track with the tracking number from your email or confirmation message.
ii. The order timeline is visible on the tracking page and in account order details.

Common order statuses include:

1. pending
   Order created and awaiting the next step.
   Action: Confirm payment if needed.

2. confirmed
   Order accepted.
   Action: Watch timeline updates.

3. processing
   Order is being prepared.
   Action: Wait for dispatch update.

4. packed
   Order is ready for shipment.
   Action: Prepare for courier updates.

5. shipped
   Order is in transit.
   Action: Monitor tracking.

6. out_for_delivery
   Courier is on the final delivery stage.
   Action: Keep your phone reachable.

7. delivered
   Order delivered successfully.
   Action: Inspect the item and request a return within 7 days if needed.

8. return_requested
   Return has been initiated.
   Action: Follow support instructions.

9. returned
   Return completed.
   Action: Check refund events.

10. cancelled
    Order cancelled.
    Action: Check refund, wallet, or coins updates.

11. delivery_exception Delivery issue occurred. Action: Contact support with your tracking number.

B. Returns and Cancellations

i. Return requests are allowed for delivered orders within 7 days.
ii. Cancellations and refunds follow payment-source rules:

a. Wallet-paid amounts may be restored to wallet.
b. Coin redemptions can be restored to coins where applicable.

4. Account Management

A. Account Center: /account

You can manage:

i. Orders and order actions
ii. Addresses
iii. Profile and security, including name, email, and password
iv. Wallet and payout requests
v. Coins and reward history
vi. Wishlist
vii. Reviews and comments
viii. Support tickets

5. Engagement Features

A. Wishlist and Compare

i. Use wishlist to save products and revisit them later from /account/wishlist.
ii. Use compare to evaluate price, features, and variants before checkout.

Best flow:

1. Discover products via /search or /shop.
2. Save top options to wishlist.
3. Compare shortlisted items.
4. Add the best option to cart.

B. Product Reviews

i. Reviews help shoppers assess fit, quality, and real-world experience.

Writing useful reviews:

a. Include fit and size feedback.
b. Mention comfort and quality.
c. Share pros and cons.
d. Give an honest recommendation.

Reading reviews better:

a. Focus on recent trends.
b. Look for repeated product strengths or weaknesses.
c. Pay attention to practical fit feedback.

C. Newsletter and Notifications

Newsletter content may include:

i. New product drops
ii. Promotional offers
iii. Seasonal campaign updates

Operational notifications may include:

i. Order confirmation
ii. Payment updates
iii. Tracking milestones
iv. Support replies

Subscription control:

i. Subscribe or unsubscribe using official links and forms.
ii. Keep your account email updated for reliable delivery.

6. Support and Self-Help

A. Where to Reach Us

i. Support page: /support
ii. Help center: /page/help
iii. Website guide: /how-it-works
iv. Contact page: /page/contact-us

B. Before Raising a Ticket, Check:

i. Track page for shipping status.
ii. Orders page for payment and delivery events.
iii. Help and policy pages for known rules.

C. What to Include in a Support Ticket

1. Order ID or tracking number.
2. Clear issue summary.
3. Timeline of what happened.
4. Screenshot, where useful.
5. Preferred resolution.

D. Common Support Topics

i. Checkout or payment errors
ii. Delivery or tracking delays
iii. Wallet, coins, or coupon questions
iv. Return requests within 7 days after delivery

7. Policies and Guidelines

A. Shipping Rates and Policies

i. Delivery Coverage

Shipping availability and rates depend on your location and selected delivery point.

ii. Typical Timelines

a. Standard delivery: 2 to 5 business days for most locations.
b. Express delivery: 1 to 2 business days for eligible areas only.

iii. Fee Calculation

Shipping cost is determined by:

a. Delivery location
b. Delivery speed
c. Cart value
d. Active shipping rules

iv. Important Notes

a. Cash on Delivery may be limited by location, for example Nairobi CBD.
b. Delivery estimates may vary during peak seasons.

B. Returns Policy

i. Return Window

Return requests must be made within 7 days after delivery.

ii. How to Request a Return

1. Go to /account/orders.
2. Open your delivered order.
3. Submit a return request.
4. Follow support instructions.

iii. Refund Notes

a. Refund path depends on original payment source and order state.
b. Wallet and coins adjustments are handled according to policy and transaction history.

iv. Non-Eligible Cases

a. Request made outside the 7-day window.
b. Product condition does not meet return requirements.

C. Privacy Policy

i. Information We Collect

a. Account and contact details
b. Shipping and order information
c. Payment status metadata
d. Support ticket content
e. Basic technical and security logs

ii. Why We Use It

a. To process orders and deliveries
b. To verify payments and prevent fraud
c. To provide customer support and returns handling
d. To improve service experience

iii. Data Protection

We use operational and technical controls to protect customer information from unauthorized access.

iv. Your Rights

You may request support for profile updates and data-related account concerns.

D. Conditions of Use

i. By Using This Site

You agree to follow our terms, policies, and lawful usage standards.

ii. Key Commercial Terms

a. Product availability and pricing can change.
b. One discount source per order applies.
c. Coins cannot be combined with coupon discounts.
d. Return request window is 7 days after delivery.

iii. Payment Terms

a. Payment methods appear by eligibility and store settings.
b. Cash on Delivery can be location-restricted.
c. BNPL orders carry repayment obligations.

iv. Prohibited Conduct

a. Fraud or abuse of promotions and rewards.
b. Account misuse or unauthorized access attempts.

8. Special Programs

A. Affiliate Program

i. How to Join

1. Sign in to your account.
2. Apply at /affiliate/register.
3. Wait for approval.
4. Receive your affiliate code and dashboard access.

ii. How Earnings Work

a. Your code or referral link attributes valid referred orders.
b. Commission is calculated based on the configured program rate.
c. Reversed or cancelled orders may reverse related commission.

iii. Payouts

a. Request payouts from the affiliate area.
b. Minimum payout threshold applies.
c. Payout status can be pending, processing, paid, or rejected.

iv. Important Rule

Affiliate code is entered in the coupon field but should not be combined with another coupon in one order.

B. Coupons Guide

i. Coupon Categories

a. Free coupons
b. Premium coupons, which require Premium access
c. Affiliate codes, used in the coupon field

ii. How to Apply

1. Add items to cart.
2. Proceed to checkout.
3. Enter code in the coupon field.
4. Confirm the updated total.

iii. Validation Rules

a. Code must be active and published.
b. Code must not be expired.
c. Order must meet minimum purchase requirement.
d. Code must be within total and per-user usage limits.

iv. Restrictions

a. Coins cannot be combined with coupon discounts.
b. One discount source per order applies.

C. Wallet Guide

i. Top-Up

1. Go to /account/wallet.
2. Enter amount and complete secure payment.
3. Maximum top-up per transaction: KSh 100,000.

ii. Spending

a. Wallet appears at checkout when the balance covers the full order total.
b. Wallet is useful for faster repeat purchases.

iii. Payout Requests

1. Submit payout request from the wallet page.
2. Request enters review flow.
3. If rejected, the amount is restored to wallet balance.

iv. Refund Behavior

Wallet-related refunds are posted based on order/payment policy and transaction history.

D. Coins Rewards Guide

i. Coin Value

1 coin = 1 KES

ii. Earning Coins

a. Coins are awarded on eligible paid orders.
b. Reward rate follows store settings.

iii. Example

If the reward rate is 4%, a KSh 10,000 eligible order can earn 400 coins.

iv. Redemption

a. Coins can be used as payment when balance qualifies.
b. Coins cannot be combined with coupon discounts.

v. Where to View

Coin balance and history are available at /account/coins.

E. Payments Guide

i. Payment Method Comparison

1. M-Pesa / Online Paystack
   a. Best for eligible shoppers.
   b. Available during checkout when published.
   c. Uses a secure online flow and may complete after order creation.

2. Wallet
   a. Best for logged-in users with enough balance.
   b. Available when wallet covers the full order total.
   c. Useful for fast checkout from stored value.

3. Coins
   a. Best for users with enough coin balance.
   b. Available when coins can cover the required total.
   c. 1 coin = 1 KES.
   d. Cannot be combined with coupons.

4. BNPL
   a. Best for eligible users.
   b. Available when BNPL is enabled.
   c. Allows flexible repayments over 90 days.

5. Cash on Delivery
   a. Best for eligible delivery zones.
   b. Visibility is location-based.
   c. Example restriction: Nairobi CBD only.

ii. Checkout Logic

a. Complete shipping details first.
b. Payment options update based on location and totals.
c. One discount source per order applies.

F. BNPL Guide

i. Overview

BNPL allows eligible customers to place orders and repay flexibly over 90 days.

ii. How It Works

1. Select BNPL at checkout if available.
2. Place the order under BNPL terms.
3. Track the remaining balance in your account order details.
4. Repay over time.

iii. Good Practice

a. Track deadlines in /account/orders.
b. Repay early where possible.

G. Order Tracking Guide

i. Where to Track

a. Public tracking page: /track
b. Account order timeline: /account/orders

ii. Status Meanings

See the detailed status table under the “Orders, Statuses, and Tracking” section.

H. First Purchase Discount Guide

i. How It Works

a. Eligible first-time customers may receive an automatic item discount.
b. Checkout compares applicable discounts and keeps the better savings.

ii. Important Rules

a. One discount source per order applies.
b. Coins cannot be combined with coupon discounts.

I. Sell Products on VaaBay

i. Why Partner With Us

a. Reach active digital shoppers.
b. Improve visibility through category and search discovery.
c. Benefit from a conversion-focused checkout experience.

ii. Onboarding Steps

1. Contact us through /page/contact-us.
2. Share your business and catalog details.
3. Complete quality and listing review.
4. Launch and monitor performance.

J. Advertise Your Products

i. Campaign Opportunities

a. Homepage and category placements
b. Seasonal and promotional campaign support
c. Coupon-assisted conversion campaigns

ii. How to Start

1. Send campaign brief through /page/contact-us.
2. Define audience and goals.
3. Finalize creative assets and timing.
4. Launch and track results.

iii. Success Tips

a. Keep offers clear and relevant.
b. Ensure stock readiness during campaign periods.
c. Align ad message with landing page content.

9. Quick Reference

A. Important Links

i. Home: /
ii. Shop: /shop
iii. Search: /search
iv. Account: /account
v. Support: /support
vi. Help Center: /page/help
vii. How It Works: /how-it-works
viii. Contact Us: /page/contact-us
ix. Track Order: /track
x. Wishlist: /account/wishlist
xi. Coins: /account/coins
xii. Wallet: /account/wallet xiii. Coupons: xiv. Affiliate: xv. Returns Policy: xvi. Shipping Policy: xvii. Privacy Policy: xviii. Conditions of Use: xix. Size Guide:

B. Need Help?

i. Support: /support
ii. Help Center: /page/help