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Phones and Accessories
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Computers and Accessories
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Men Clothing & Fashion
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Women Clothing and Fashion
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Home Improvement & Tools
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Jewelry & Accessories
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Health and Beauty
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Skincare
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Photochromic Glasses (Lens)
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Smart watch
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Food and Groceries
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Animals & Pet Supplies
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Apparel & Accessories
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Arts & Entertainment
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Baby & Toddler
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Cameras & Optics
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Electronics
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Furniture
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Health & Beauty
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Home & Garden
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Luggage & Bags
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Mature
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Media
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Office Supplies
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Religious & Ceremonial
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Software
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Sporting Goods
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Toys & Games
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Vehicles & Parts
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Phones and Accessories
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Computers and Accessories
-
Men Clothing & Fashion
-
Women Clothing and Fashion
-
Home Improvement & Tools
-
Jewelry & Accessories
-
Health and Beauty
-
Skincare
-
Photochromic Glasses (Lens)
-
Smart watch
-
Food and Groceries
-
Animals & Pet Supplies
-
Apparel & Accessories
-
Arts & Entertainment
-
Baby & Toddler
-
Business & Industrial
-
Cameras & Optics
-
Electronics
-
Food, Beverages & Tobacco
-
Furniture
-
Hardware
-
Health & Beauty
-
Home & Garden
-
Luggage & Bags
-
Mature
-
Media
-
Office Supplies
-
Religious & Ceremonial
-
Software
-
Sporting Goods
-
Toys & Games
-
Vehicles & Parts
Conversational AI Search
Join KanemTrade
Become A Seller
🛡️ Identity Verification
To complete setup, you may need to verify your identity. You can upload a government ID or CAC document in your dashboard after registration.
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Enquiry
Support Policy Page
Kanemtrade Support Policy
At Kanemtrade, we're committed to helping buyers, sellers, agents, logistics partners, and influencers get quick, fair resolutions. This policy explains how to reach us, what to expect, and how issues are handled.
Support Channels
- Email: [email protected] — for all account, order, return, and technical issues.
- In-App / Website Help Center: submit a ticket directly from your Kanemtrade account for the fastest routing.
- WhatsApp: for order updates and quick questions (link/number provided in-app).
For anything involving evidence (damaged items, wrong items, disputes), always include clear photos and your order number — this speeds up resolution significantly.
Support Hours
Our support team is available Monday–Saturday, 9:00 AM–6:00 PM (WAT). Messages sent outside these hours are queued and answered the next business day. Urgent order/delivery issues are prioritized ahead of general inquiries.
Response Time Targets
| Request Type | First Response | Typical Resolution |
|---|---|---|
| Order & delivery issues | Within 24 hours | 2–5 business days |
| Return/refund complaints | Within 24 hours | Per Return Policy (10-day window) |
| Account & login issues | Within 24 hours | 1–2 business days |
| Seller/Agent/Logistics onboarding | Within 48 hours | 3–5 business days |
| General inquiries | Within 48 hours | Varies |
These are targets, not guarantees — complex disputes (e.g., requiring seller investigation) may take longer, and we'll keep you updated on progress.
What Our Support Team Can Help With
- Order status, delivery delays, and tracking
- Returns, refunds, and replacements (see our Return Policy)
- Account access, verification, and profile issues
- Payment and escrow-related questions
- Reporting a seller, buyer, or listing that violates our policies
- Seller, Agent, Logistics, and Influencer onboarding and program questions
- Technical issues with the website or app
What's Handled Directly by Sellers or Partners
Some issues are best resolved with the seller or logistics partner directly, since they hold the relevant details:
- Product-specific questions before purchase (sizing, specs, availability)
- Custom order requests or negotiations
- Warranty service through a manufacturer's authorized service center (for post-return-window defects)
If you're unable to reach a resolution directly, Kanemtrade support will step in to mediate.
Escalation Process
- First Contact: Reach out via email or the in-app Help Center with full details.
- Review: Our team investigates, which may include contacting the seller, logistics partner, or reviewing order/payment records.
- Resolution: You'll receive a decision with next steps (refund, replacement, replacement rejection with reason, etc.).
- Escalation: If you're unsatisfied with the outcome, reply to the same ticket requesting escalation — a senior support agent will review the case.
Disputes Involving Escrow Payments
For transactions using Kanemtrade's escrow system (including Agent, Influencer, and Logistics engagements), funds are held until both parties confirm satisfactory delivery or completion of work. If a dispute arises before release, contact support immediately — held funds will not be released until the dispute is resolved.
Fair Use
We ask that all users communicate respectfully with our support team, sellers, and partners. Kanemtrade reserves the right to limit support access for accounts found to be abusive, fraudulent, or in repeated violation of platform policies.
Contact Us
Email: [email protected]
