Answers for the journey home.
Find quick answers about shopping, selling, delivery and support on Soko.
Shopping on Soko
Do I pay in a foreign currency?
No. You arrange conversion outside Soko, then send the exact product price in the seller’s local currency. Soko does not convert money for you.
When do I see the delivery fee?
The seller’s delivery fee appears at checkout. It is separate from the product price and is included in the order total.
How do I track my order?
Open your account after signing in. You will see dispatch, carrier collection, transit and delivery updates as they become available.
What if an order is late, damaged or incorrect?
Open the order in your account and choose “Get help with order.” Soko will review the buyer, merchant and delivery records.
Selling with Soko
How do I become an approved merchant?
Create a merchant account, complete your business details, verify your payout account and upload the three required documents. Soko reviews the submission before products can go live.
Who sets product and delivery prices?
Merchants set their product prices and delivery rates. Delivery is shown to buyers at checkout, while commission applies only to the product price according to your agreement with Soko.
When is my settlement released?
Soko verifies carrier collection before submitting settlement. A payment or delivery dispute can place settlement on hold while it is reviewed.
How do I respond to a buyer issue?
Use the merchant dashboard’s Get support link to open the returns and refunds workspace, then respond to the case and attach relevant evidence.
We’re here to help resolve it.
For an order issue, use the support button inside your account. For general questions, email the Soko team.
Contact Soko support →