Frequently asked questions
New to Xerin Market?
Take a short guided tour of your dashboard · it takes less than a minute.
How do I reset my password?
Go to the forgot password page, enter your registered email address, and follow the instructions sent to your email to reset your password.
How long does delivery take?
Delivery times vary by location and logistics provider. Estimated delivery times are shown before checkout and tracked in your order history once the order is placed.
How do I become a seller?
Sign up for a seller account, complete the onboarding process, submit the required business documents, and once approved by Xerin you can start listing products.
When do I receive my seller payouts?
Seller payouts are processed according to the payout schedule set during onboarding. You can request a payout from your seller wallet to your verified bank or mobile money account.
What payment methods are supported?
Xerin supports mobile money, bank transfers and card payments. Available options may vary depending on your region and the transaction type.
How do I report a problem with an order?
Go to your order history, select the affected order, and use the report or contact option. You can also reach our support team at support@xerinmarket.com.
Can I cancel an order?
Orders can be cancelled before they are shipped. Once a shipment has been dispatched, contact support to request a cancellation or return.
Is my personal data safe?
Xerin protects personal information in accordance with the Personal Data Protection Act, 2022. See our Privacy Policy for details on how we collect, use and protect your data.
How do I earn as a broker?
Open Opportunities, accept a product campaign, and share your personal referral link. You earn the listed reward for every sale made through your link.
When is my broker commission paid?
Commission is pending while the order is in progress and becomes available once the order is delivered. Cancelled or refunded orders reverse the commission automatically.
How do broker product listings work?
Submit a product with at least one image. After admin approval it stays live for 24 hours. When it expires you can relist it instantly from your products page — no second review needed.
How do I withdraw my broker earnings?
Add a payout account in your broker wallet, then request a payout. Your available balance can be withdrawn; payouts stay on hold until admin completes them.
