Q1. What is a marketplace?

 A marketplace is an online platform that connects sellers and buyers. Each seller manages their products, prices, and inventory, and customers can purchase from multiple sellers in a single order.

 Q2. What is the difference between your marketplace and a traditional online store? 

 In a traditional online store, you only buy from one seller. On our marketplace, you can buy from multiple sellers at the same time, compare prices, reviews, delivery times, etc.

 Q3. Who can use the marketplace? 

 Anyone of legal age or authorized (individual or business) can create a buyer account. Professional sellers (and sometimes individuals, depending on the rules) can create a shop to sell their products or services.

Q4. In which countries is your marketplace available?

 Currently, our marketplace is available for sellers and buyers located in [country or region e.g., Burundi / EAC]. We are working to gradually expand our presence to other countries. 2. Account & Registration 

 Q5. How do I create an account? 

 Click on “Sign Up” or “Create an Account,” fill out the form with your name, email, and password, then confirm your email address by clicking on the validation link sent to you. 

 Q6. Is creating an account free? 

 Yes, creating a buyer account is completely free. For sellers, some options (subscription, commissions, premium services) may incur charges depending on the chosen plan.

 Q7. I forgot my password, what should I do?

 Click on “Forgot Password?” on the login page, enter your email address, and follow the instructions sent in the reset message.

Q8. Can I have multiple accounts?

 In general, a user should not create multiple accounts to bypass rules (suspension, limits, etc.). However, you can have a buyer account and a seller account if the platform allows it. 3. Orders & Payments 

 Q9. How do I place an order? 

 Add the products of your choice to the cart. Check the details (price, seller, quantity, shipping fees). Choose your payment method and delivery address. Confirm the order. You will then receive a confirmation email.

 Q10. What payment methods do you accept?

 We generally accept: - Bank cards (Visa, Mastercard, etc.) - Mobile money / e-wallet - Bank transfer or payment at an agency (if available) - Possibly cash on delivery (COD) in certain areas.

Q11. Is it safe to pay on your site? 

 Yes. We use security protocols (e.g., TLS/HTTPS), certified payment providers, and anti-fraud measures. Your card data is not stored directly by us but by our secure payment partners. 

 Q12. Can I cancel an order after payment?

 It depends on the order status: If the order has not yet been prepared or shipped, you can often request cancellation from your customer account. If it has already been shipped, you will need to follow the return procedure once the package is received.

 Q13. What are the delivery times? 

 Delivery times depend on the seller, the chosen shipping method, and your location. Before confirming the order, an estimated delivery date is displayed for each product.

Q14. How much are the delivery charges?

 Delivery charges vary depending on: the chosen carrier, the weight and volume of the products, and the destination. The exact amount is calculated and displayed in the cart before payment. 

 Q15. What should I do if I don't receive my order? 

 Log in to your account, go to "My Orders," check the status and tracking number. If the estimated delivery time has passed, contact customer service or open a dispute from your account.

 Q16. Can I return a product?

 Yes, under certain conditions: Respect the return period (e.g., 7, 14, or 30 days) Product unused or in its original state (except defective products) Follow the return request procedure through your account.

Q17. How does the refund process work?

 Once the return is approved by the seller or the platform, the refund is made using the same payment method used for the order (or via a credit/wallet on the marketplace, depending on the case). 5. Questions for Sellers (Stores / Merchants)

 Q18. How do I become a seller on the marketplace? 

 Click on “Become a Seller” or “Open a Store”, fill out the form with your information (company, contacts, required documents) and then wait for your seller account to be approved by our team. 

 Q19. Are there fees to sell on the marketplace? 

 Yes, generally in the form of: Commission on each sale, and/or a monthly subscription for certain features. The pricing details are provided in the “Seller Fees / Plans” section.

Q20. How and when am I paid for my sales? 

 Payments are made periodically (e.g., weekly or monthly), after deducting commissions and once orders are delivered and confirmed or past the dispute period. Payment can be made via bank transfer, mobile money, or other available methods. 

 Q21. Who handles delivery: the seller or the marketplace? 

 There are several models: The seller handles packaging and shipping themselves with their own carriers. The marketplace may offer an integrated logistics solution (delivery partners) that the seller can choose to use. The available options are listed in the seller panel. 

 Q22. How do I add my products? 

 From the seller panel, you can: Add a product manually (title, description, price, photos, stock, etc.) Or import a product list via an Excel/CSV file if this feature is enabled.

Q23. Can I sell services or rentals (not just physical products)? 

 Yes, if the marketplace allows it. Certain types of services (e.g., services, training, rental of goods) can be listed as “products” with appropriate settings (duration, locations, schedule, etc.), according to the platform’s rules. 6. Security, Data & Support

 Q24. Are my personal data protected?

 Yes. We comply with applicable data protection regulations. Your information is only used to manage your account, your orders, and to improve the service. You can consult our Privacy Policy for more details. 

 Q25. How do I report a suspicious seller or product?

 On the product or shop page, use the “Report” button or contact customer service providing as many details as possible (links, screenshots, order number, etc.).

Q26. How can I contact customer service? 

 You can contact us via: the contact form on the website, the online chat (if available), the email, or the phone number listed in the “Contact” or “Help” section.

 Q27. Where can I find your terms of use? 

 Our Terms of Use (CGU) and General Terms of Sale (CGV) are available at the bottom of the page (footer) in the “Terms / Legal Notice / CGV-CGU” section.