About goAfrica 4 questions
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.

Where do we have operations?

goAfrica operates across Africa, Asia and Europe, with offices in Nairobi, Johannesburg,  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 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 use goAfrica?

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

  • Finding reputable and vetted suppliers
  • Insecure payments & transaction fee
  • Arranging cost efficient logistics
  • Travelling to Asian and sourcing yourself.

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

Accounts 5 questions
How can I create an account?

Click Register on the homepage or at the top right corner of any goAfrica page.

Choose if you’d like to open a buyer or a seller account. If you choose a seller, you must undergo a comprehensive authentication and verification (A&V) vetting process.

Enter your email and we will send you a verification email to activate your account. Fill out your basic information and you are ready to enjoy goAfrica’s unlimited sourcing opportunities!

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 into 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:

Delete cookies or change your browser

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 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. Default Shipping. You can also add a new delivery address during the ordering process.

How do I delete my account?

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

Orders 14 questions
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.

Account Managers at goAfricawill verify suppliers’ business registration and working area on field trips to guarantee qualification of suppliers. Suppliers are not allowed to sell products until the A&V vetting process have been completed by Account Managers.

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 SKU/product enquiry, the seller and yourself can discuss the trade in the Enquiry Notes section of My Quotes. There is also a Chat functionality. You can start a discussion with any supplier for a general enquiry or a quote specific enquiry.

Is it safe to source through goAfrica?

Every order made through goAfrica’s payment solution which is financially secured through our globally trusted, Finserve Africa Payments Gateway.

How do I cancel an order?

Orders can be cancelled at any point until confirmed and funded through the goAfrica payments solution.

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 the supplier about the type of shipping suited to the product delivery. All orders have the options of Air Express, Air Freight or Sea Freight. Each shipment channel has different delivery times and prices depending on the buyer requirements.

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 the 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.

How can I open a dispute?

The buyer can initiate a dispute by pressing ‘Initiate Dispute’ instead of releasing funds to supplier.

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
I am already working with a supplier in China, can they become a goAfrica supplier?

Yes – please get in touch with customer service and our China team will carry out our vetting process and assist the supplier to onboard their products.

Does goAfrica accept partial payment or deposits for trades?

Buyers are required to fully fund the trade. In exceptional circumstances for large orders, goAfrica can accommodate custom payment requests.

Can I request sample orders?

Yes, our suppliers are happy to send you sample orders. When making large orders, buyers are encouraged to ask suppliers for sample orders to confirm quality and to build trust with that supplier.

Can I make an order with multiple items?

Yes, you can place an order for multiple items, but each order must be with the same supplier. The shipment of goods will be classed as one order and your goods will arrive in a consolidated shipment regardless of size.

Payments 11 questions
How do I pay a Supplier, and receive payments from Buyers?

goAfrica has partnered with Finserve Africa, who a payments subsidiary of Equity Bank in Kenya. The Finserve payments portal is fully integrated with the goAfrica platform supporting global transactions for making and receiving payments.

What payment methods are available?

A buyer can fund an order by wire transfer or credit card – Mastercard, Visa and American Express.

Does a buyer pay any fees?

goAfrica does not charge the buyer any fees for using the platform

If the buyer choses to fund the order with a credit card, there is 3.5% fee (of total order value) payable to finserve. This fee is automatically added to the order.

There are no additional charges for funding the order by wire transfer.

What currencies are accepted?

All transaction on the goAfrica platform are in us dollars ($US)

How do payments work on the goAfrica platform?

Upon creating an order, the buyer is prompted to select payment method to fund the order.

If the buyer selects credit card they will be prompted to enter credit card details. Upon selecting “Buy Now” the buyer will be prompted with screen displaying applicable (3.5% fee) and must confirm acceptance before payment is processed.

If the buyer selects international wire transfer they will be presented with goAfrica’s Equity Bank account (USD) details including order summary to remit funds

Does goAfrica hold the payments?

The funds of each order are held by goAfrica until a trade has been completed and the buyer and supplier is satisfied

How does the supplier know when the buyer has successfully made payment?

Upon successful receipt of funds from both credit card or wire transfer to the goAfrica Equity bank account the supplier and buyer will receives notification of successful payment. The supplier is informed by automatic email to process shipment of the order, and the click on mark as shipped within the order page. The buyer and goAfrica will receive email notification of shipment.

When the goods are delivered how does the supplier get paid?

Upon receipt of shipment the buyer is required to confirm receipt by clicking on “order received” within the order page. This process will automatically release payment to the suppliers registered bank account. Each payment remittance is tracked with a specific order number generated when a transaction is made on the goAfrica platform.

What are the fees for Supplier?

Upon release of funds to supplier, goAfrica will collect a gross merchandise value (GMV) fee of 3%. The fee will be applied to the value of goods only, not the shipping value.

What are the fees for a supplier to receive payment?

Suppliers will incur a swift fee of 1650 Kenya Shillings (approx. $16.50 USD) for each remittance to the supplier bank account. The amount remitted to the supplier will be total order value, minus GMV fee and swift fee.

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

The buyer can “Initiate Dispute” with the supplier if the goods delivered are unsatisfactory or missing. Each party will be sent an email. There will be mediation from goAfrica’s Customer Service teams in Kenya and China to resolve any issues.

When both parties are satisfied with the outcome, or a settlement is made, the buyer can release funds to the supplier.

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