1. Introduction

This policy defines how and when seller payments are released, including schedules, thresholds, and payout conditions.

2. Payout Schedule

• Orders are settled two (2) business days after delivery confirmation
• Only weekdays (Monday–Friday) are counted as settlement days
• Orders completed on weekends or public holidays are processed on the next business day
• Payments are released immediately after settlement is completed
• Funds are sent to the seller’s registered M-PESA number or bank account

3. Payout Eligibility

• Order marked as delivered
• Buyer confirmation or auto-complete passed
• No active disputes or refund requests

4. Payout Thresholds

• M-PESA minimum: KES 300
• Bank transfer minimum: KES 1,000
• Unmet amounts roll over

5. Payout Holds

• Active disputes or refunds
• Fraud or policy violations
• High cancellations or returns
• Chargeback risks
• Incorrect documentation

6. Deductions & Fees

• Commission fees
• Listing fees
• Penalty fees
• Refund adjustments
• Logistics charges

7. Returned or Refused Orders

• Payouts may be reversed or withheld
• Seller may bear logistics costs
• Seller must confirm returned item receipt

8. Account & Compliance Issues

• Non-compliance with KRA or KEBS rules
• Invalid business documents
• Policy violations or fraud

9. Updating Payout Methods

Sellers can update payout details via dashboard or support. All updates are verified for security.

10. Support

Email: support@soukeastleigh.com

Phone: +254 718 000 100

Hours: 8:00 AM – 11:00 PM (EAT)