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 delivery fee appears at checkout. It is separate from the product price and is included in the order total.
Who sends my order?
The merchant first sends your packed order to a Soko fulfilment office. Soko receives and checks it, then selects the outbound carrier and sends it to your delivery address.
How do I track my order?
Open your account after signing in. You will see when the parcel is heading to Soko, when Soko receives it, and the buyer-facing carrier tracking once Soko dispatches it to you.
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 merchant-to-Soko record, office check-in and buyer-delivery record.
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.
Where do I send a paid order?
Send it to the Soko fulfilment office assigned to your market—not directly to the buyer. Label it with the Soko order reference and add your inbound carrier, tracking, dispatch proof and estimated office-arrival date in the merchant dashboard.
Who manages buyer delivery?
After the parcel is checked into the Soko office, Soko chooses the outbound carrier, creates the buyer-facing tracking and manages delivery updates.
When is my settlement released?
Settlement is submitted after Soko physically receives and checks in the parcel, provided there is no payment, dispute or security hold.
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 →