About goAfrica

What is goAfrica?

goAfrica is a Business-to-Business (B2B) marketplace platform that enables buyers and suppliers worldwide to connect and trade with buyers and suppliers within Africa.

How does goAfrica work?

goAfrica is designed to provide a one stop solution for new and existing traders to smoothly participate in cross-border trading to yield significant improvement potentials in cost, quality, speed, choice and security.

Where do we have operations?

goAfrica operates across Africa, Asia and Europe, with offices in Nairobi, Johannesburg, Casablanca, Cairo, Shenzhen, Hong Kong and London.

How does goAfrica work?

goAfrica is designed to provide a one stop solution for new and existing traders to smoothly participate in cross-border trading to yield significant improvement potentials in cost, quality, speed, choice and security.

goAfrica brings together a world class, easy to use platform, a secure escrow payments service and partners with global and local logistics companies.

goAfrica business model is based upon building a wide network of worldwide suppliers of in-demand products and to grow a strong on-the-ground presence in major African markets to optimise our local operational capabilities while providing superior customer service.

Why should I work with goAfrica ?

goAfrica brings a disruptive offer to consumers throughout Africa: we provides the first real end-to end sourcing solution, allowing our users to purchase in bulk from suppliers worldwide without the hassle of:

  • Payment & transaction fee
  • Insurance on goods and delivery
  • Logistics

You source your products from hundreds of thousands of suppliers, and we take care of the rest !

Accounts

How can I create an account?

  1. Click Register on the homepage or at the top right corner of any goAfrica page.
  2. Choose if you’d like to open a buyer or a seller account, or both. You can’t change it later.
  3. Enter your email & follow the registration steps. Please note that it is important you enter your information as they are stated in your ID document.
  4. We will send you a verification email to activate your account.
  5. Once you click on the link in the email, we recommend you open a Payoneer Escrow Account right away, or associate an existing Payoneer Escrow Account (beware, as this is a different than Regular Payoneer account), as the auditing process can take some time.
  6. Enjoy goAfrica unlimited sourcing !

Note: Make sure you enter the correct email address, and don’t forget to check your junk or spam folder if you don’t receive the verification email. Our system currently only recognizes characters from the English alphabet.

I cannot sign in to my account. What can I do?

To sign into your account, please make sure you entered the correct registered email address and password. Your password is case sensitive, so please check if your keyboard’s Caps Lock light is on and make sure there are no extra blank spaces in the password. Other solutions may include:

  1. Delete cookies or change your browser
  2. Try the Password Retrieval process

Note: check your email inbox. You may have missed important information regarding your account.

How do I reset my password?

Go to my goAfrica > Login. On the login page, click Forgot Password and you will receive a password reset token in your email. You have 24 hours to reset your password.

How do I delete my account?

Contact goAfrica’s Customer Service on [email protected] to delete your account.

How can I add a new delivery address to my account?

Go to My goAfrica > My Profile > Address Book. Click the box on the left of screen to add a new address, give this address a name and save. i.e. Billing

Orders

Are Sellers reliable?

Top tier suppliers, who currently engaged in cross border trade have been acquired through the wide network held by of goAfrica’s deep managerial experience in Asia. Suppliers will commonly exhibit their Gold or Verified status on alternative global B2B marketplaces.

How does goAfrica work?

goAfrica is designed to provide a one stop solution for new and existing traders to smoothly participate in cross-border trading to yield significant improvement potentials in cost, quality, speed, choice and security.

How can buyers and sellers communicate?

When you make a product enquiry, the seller and yourself can discuss the trade in the Enquiry Notes section of My Quotes.

Is it safe to source through goAfrica?

Every order made through goAfrica is financially secured through our globally trusted, escrow payments service partner, Payoneer Escrow.

How do I cancel an order?

Orders can be cancelled at any point until the are confirmed and funded through Escrow.

 

A buyer can cancel an order by going to My goAfrica > My Orders > Cancel Order

A seller can cancel an order by going to My goAfrica > Manage Orders > Cancel Order

 

Once the supplier has marked the order as shipped, the order cannot halt delivery as the import process has already begun. Cancellation are therefore not authorised after order confirmation and shipping.

What shipping methods are available?

The method of shipping is at the discretion of the buyer and supplier. goAfrica encourages users to engage with one of our preferred third-party logistics company.

How can I track my order?

Depending on the shipping terms, the supplier will provide or attach a shipping or tracking number to the order.

What do I do if the items do not match description?

As a buyer, you can initiate a dispute with the seller where you can negotiate with the seller to make a settlement if there is a justified issue. If no settlement can be made, the trade can go into Arbitration.

How can I open a dispute?

The buyer can initiate a dispute through Payoneer Escrow by clicking on Initiate Disputeduring the Buyer Review Period. The funds will be on hold until the dispute has been resolved. The seller is informed that the buyer has initiated a dispute and is asked to respond.

The dispute is either resolved directly by the buyer and seller during a 2-day Negotiation Phase, or by an independent arbitrator from NetNeutrals during a 3-day Arbitration Phase. The payment will automatically be processed according to the terms of the decision.

There is no extra cost when a dispute goes to arbitration as long as there is only one dispute within a 365-day period. Otherwise, there will be a flat fee for the third-party arbitration service.

What products are prohibited ?

You cannot use goAfrica to source the following type of items :

  • Any product prohibited in several countries, such as weapons or drugs
  • Addictive products such as caffeine or nicotine and nicotine substitute, as well as medicine
  • Adult material
  • Fake & counterfeit items

Some products may have restrictions and can only be shipped either to specific destination countries or through dedicated modes of transport. Limited products may include but are not limited to :

  • Liquid
  • Powder
  • Food
  • Batteries & batteries-based items
  • Magnetic & Bluetooth items
  • Cosmetics
  • Drones
  • GPS

Payments

How do I pay a seller, and receive payments from buyers?

goAfrica has partnered with Payoneer Escrow as our escrow payments service.

What is Payoneer?

Payoneer is a leading B2B cross-border payments platform with escrow capabilities that serve as a secure, licensed, third-party intermediary, bridging the trust gap between buyers and sellers.

What is an Escrow?

Escrow reduces risk for buyers and sellers by using a trusted third party to hold funds from a buyer until goods have been delivered.

The service allows funds to be held in a secure escrow account until both parties confirm the satisfactory delivery of goods or execution of services. Sellers can ship goods with confidence, knowing the buyer has paid, and buyers can be assured that the seller won’t be paid until they have received the goods.

I already have a Payoneer Escrow account, can I use this for goAfrica?

Yes, any user of goAfrica can link an existing Payoneer Escrow account they hold to their goAfrica user account. To link your account, use the email associated with your Escrow account to register with goAfrica. Enter your email address you use for your Payoneer Escrow account to link with the goAfrica platform by going to My goAfrica > Payments. Please note you may hold a Payoneer account without Escrow. Since those are two different services, you will need to open a new Escrow account with Payoneer.

How does a payment work with Payoneer Escrow?

  1. After initiating a purchase, the buyer funds the escrow account via bank transfer (ACH), wire transfer, credit card, or e-check. To ensure a quick processing, we recommend using Debit or Credit card.
  2. The seller is notified when payment is received into escrow and can then ship the order with confidence.
  3. The buyer receives the shipment, and upon reviewing the goods, releases the funds from escrow, or initiates a dispute to hold payment, if necessary.
  4. The seller receives the funds and the transaction is complete.

Is my payment secure with Payoneer Escrow?

Millions of professionals and businesses use Payoneer to receive payments in over 200 countries and regions, in 150 currencies. Escrow payment services are provided by Armor Escrow Inc., a wholly-owned subsidiary of Payoneer. Armor Escrow Inc. is fully licensed by the California Department of Business Oversight as an Internet Escrow Agent (License #9635661). The license requirements include background checks, annual third-party financial audits, and bond insurance to protect customers. The funds in escrow are held in a dedicated, insured, noninterest-bearing trust account.

What is the fee for using Payoneer Escrow?

The Payoneer Escrow fee is based on the total value of the order and will automatically be deducted from the funds held in escrow when they get released.

The escrow fee schedule is calculated as follows:

  • For an Order value up to $5,000: 1.5% or $10, whichever is higher.
  • For an Order value from $5,000 to $50,000: $75 + 1% of order value over $5,000
  • For an Order value from $50,000 to $500,000: $525 + 0.75% of order value over $50,000
  • For an Order value over $500,000: $3,900 + 0.5% of order value over $500,000
  • For an Order value over $1,000,000: $6,400 + 0.35% of order value over $1,000,000

Example:

The fee for a $7,000 order is $95 ($75 + $20)

[1.5% fee up to $5,000 = $75, plus 1% on $2000 = $20]

Notes:

– The escrow fee is based on the total value of a completed order. The fee is payable at the time the funds are released from escrow, and will be automatically deducted.

– If a transaction is cancelled by the seller, Payoneer will refund the full amount to the Buyer. For more information about Payoneer Escrow fees and how to calculate them, visit http://payoneerescrow.com/fees. Payments to payees will be subject to the Payoneer account fee structure.

Who pays the fees for the escrow payment?

Though Payoneer Escrow transaction fees may be assigned to the buyer, the seller, or split between the two parties, goAfrica decided that only the seller would bear the fees. The fees, as well as who needs to pay for them, are clearly communicated prior to any transaction. You may see the fees being displayed during your order process, but they will only occur to the seller.

How does a buyer pay into the secure escrow account?

A buyer can send a payment via bank transfer (ACH), wire transfer, credit card, or e-check. The seller will be notified when the funds have been received.

What’s the next step for the seller once the funds are in escrow?

The seller ships the goods, then clicks on Mark as Shipped and provides the shipment tracking details.

What happens when the goods are delivered?

Once the goods have been delivered, the buyer has a limited time during the Buyer Review Period to review the goods and release funds from escrow, or initiate a dispute. For shipments with a valid tracking number provided by the seller, the Buyer Review Period is 3 business days after delivery. For shipments without a valid tracking number, the Buyer Review Period is 15 days from the time the order was marked as shipped. The time remaining in the Buyer Review Period is clearly communicated to the buyer to avoid any surprises.

What happens if a buyer is not happy with the goods delivered?

The buyer can initiate a dispute by clicking on Initiate Disputeduring the Buyer Review Period. The funds will be on hold until the dispute has been resolved. The seller is informed that the buyer has initiated a dispute and is asked to respond.

The dispute is either resolved directly by the buyer and seller during a 2-day Negotiation Phase, or by an independent arbitrator from NetNeutrals during a 3-day Arbitration Phase. The payment will automatically be processed according to the terms of the decision.

There is no extra cost when a dispute goes to arbitration as long as there is only one dispute within a 365-day period. Otherwise, there will be a flat fee for the third-party arbitration service.

What if the buyer doesn’t take any action before the Buyer Review Period is over?

If the Buyer Review Period expires before the buyer takes any action, the funds will be automatically released to the seller (subject to Payoneer Escrow transaction fees as applicable).

How does the buyer release payment to the seller?

When the buyer clicks on Release Payment, Payoneer transfers the funds from the escrow account to the seller, which completes the transaction.

How does the seller get paid?

Sellers around the world can choose to receive payments into theirPayoneer accountand receive funds in minutes or get paid directly to their local bank accountin their local currency, which can take 2-3 business days. Volume discounts are available for payments into a seller’s Payoneer account.

Where can people use Payoneer Escrow?

Payoneer Escrow is available worldwide, with the exception of countries restricted by the US Office of Foreign Assets Control.

What does Payoneer do to secure its data?

Payoneer uses state-of-the-art encryption and security protocols that meet or exceed industry and government standards to ensure transaction processing and stored data remain secure. All Payoneer employees managing escrow funds are required to undergo background checks and employee activities are strictly monitored and audited on a regular basis.

Can I load the escrow automatically from the bank details input during registration?

No,  there is no way to automatically load your Escrow account with funds. Your Escrow account can only be loaded for specific orders created via credit card or wire transfer.

What are the status differences between an account which is Pending and Not Yet Approved?

Not Yet Approved means the application for setting up the payout account hasn’t yet been submitted. Pending means that it’s been submitted and is under review (KYC checks, etc…).

How can I change my account type from Individual to Company?

Logon to your Payoneer Escrow account at Payoneer.com/escrow. Click the “Account Settings” button located on the top header, then the user will be able to switch individual/company