Frequently asked questions.

Click Register in the top-right of any page. You'll need an active email address and a Nigerian phone number. Choose between buyer, vendor (sells physical goods), or freelance seller (offers services). You can switch account types from your dashboard later. After registration we send an activation link to your email — open it and you're in. Total time: about 90 seconds.

First, check your Spam, Promotions, and Updates folders — Gmail and Yahoo sometimes route activation emails there. If after 10 minutes there's nothing, head to the login page and click Resend activation. If that still doesn't work, email support@jexcelhub.com from the address you registered with — we'll manually activate your account.

For buyers — completely free. There's a small payment-gateway processing fee at checkout (about 3.5%) which goes to Flutterwave/Paystack/Squad, not to us. For vendors and freelancers — listing is free and there's no monthly subscription. We only take a flat 10% commission on each successful sale, deducted automatically when you get paid. No surprises.

Each email maps to one JEXCELHUB account. The good news is one account can do everything — buy products, sell products, offer freelance services, all from a single dashboard. Your vendor / freelance side is unlocked by switching account type and completing KYC. Your buyer side keeps working the same way it always did.

Our website works beautifully on mobile — open it in Chrome, Safari, or Opera Mini and tap the menu icon to access every feature. Native iOS and Android apps are on the roadmap and currently in beta. If you'd like to be added to the early-access list, email info@jexcelhub.com with the subject line "Beta app".

When you pay for an order on JEXCELHUB, the money doesn't go directly to the vendor. It's held by us in a regulated escrow account with our payment partners (Flutterwave, Paystack, or Squad — you choose at checkout). The vendor receives 70% to start fulfilment, and the remaining 30% is released only after delivery is confirmed AND the 48-hour dispute window has closed. If something is wrong with your order during that window — wrong item, broken, fake, never arrived — you raise a dispute and our team will mediate. If we resolve in your favour, you get a full refund through the same payment method you used. The vendor never had access to your payment, so the refund doesn't depend on their cooperation.

If the courier's tracking shows no movement for 7+ days, or the vendor stops responding to your messages, open a dispute from the order page in your dashboard. Our team will contact the vendor within 24 hours, review the courier records and any communication, and if the vendor cannot prove delivery, we issue a full refund through the same payment method you used. Refunds typically take 24–48 hours for us to process and 3–7 business days for cards (or 1–3 days for bank transfers) to clear back to your account. You'll receive an email at every stage.

Every order has a tracking page in your User Dashboard under Orders. Once the vendor ships, the tracking number, courier name, and current status appear there automatically and you'll get an email update at each milestone. For Terminal Africa shipments you also see a live map. AliExpress dropship orders sync every 12 hours via API. If you don't see a tracking number 48 hours after payment, message the vendor through the order page — they may need a nudge.

Yes — guest checkout is supported. You give us a delivery address and email, you pay, and we email you the order confirmation. But registered users get order history, wishlist, dispute access, saved addresses, Jexel Points rewards, and faster repeat checkout. We strongly recommend creating a free account if you plan to buy more than once.

Genuinely verified. Every vendor must submit a valid government ID (NIN slip, driver's licence, or international passport) plus a verified Nigerian bank account before they can list a single product. We cross-check the BVN against the bank account name, and the ID name against the BVN. We tier vendors based on transaction history — accounts marked "Top Seller" have proven track records of consistent delivery and high buyer ratings. Vendors with high dispute rates get downgraded or removed. We are deliberately stricter than some larger Nigerian marketplaces because trust is our entire value proposition.

Open a dispute within 48 hours of delivery, and upload clear photos of what you received — packaging, the product itself, and any visible damage. Our team typically responds within 24 hours. In most cases the vendor offers either a replacement or a refund. If the vendor refuses or doesn't respond, we resolve in your favour and refund you in full. Don't throw away the packaging until the dispute is resolved — sometimes the courier is responsible and we may need photos to make a claim against them.

Delivery time depends on the vendor and the courier. Within Lagos and Abuja, most orders arrive in 1–3 business days. Other major Nigerian cities (Port Harcourt, Ibadan, Kano, Enugu, Benin) typically take 2–4 days. Smaller towns can take 4–7 days. AliExpress-sourced products are clearly marked and ship from China — those take 10–25 days but are usually cheaper. The product page shows estimated delivery time before you check out.

Listing is completely free and there's no monthly subscription. We take a flat 10% commission on each successful sale, and that's it. No hidden listing fees, no priority placement scams, no per-photo charges, no boost fees. The only other money you'll see is the gateway processing fee that the BUYER pays at checkout — that's not deducted from your earnings.

70% of your earnings are credited to your wallet within minutes of the buyer's payment clearing — usually instantly, sometimes within 2 minutes during gateway latency spikes. You can withdraw to your bank account immediately. The remaining 30% is held as escrow protection for the buyer; it's released to your wallet 48 hours after delivery is recorded by the courier, OR sooner if the buyer manually confirms delivery. If a dispute is raised, the 30% stays held until our team resolves it. Top-tier vendors with consistently low dispute rates get bumped to 80% instant release as a loyalty perk.

From your vendor dashboard, click Submit KYC and upload a clear photo of your government-issued ID along with your business name, BVN, and Nigerian bank account. Make sure the name on the ID matches the name registered to the BVN — mismatches are the most common cause of rejection. Our team reviews submissions within 48 hours, often sooner. Once verified, you can list products immediately and the verified badge appears on your storefront.

Five rules from our top-performing vendors:

1. Be honest in your listings — accurate photos, clear descriptions, realistic delivery timelines.
2. Ship using a tracked courier so we have proof of delivery if a dispute arises.
3. Respond to buyer messages within 24 hours, ideally within 6.
4. Pack carefully — bubble wrap fragile items, double-box anything over ₦20,000.
5. If something goes wrong on your end (out of stock, courier failure), contact the buyer first instead of going silent. Most buyers will reschedule or accept a partial refund without disputing if you're upfront.

Currently JEXCELHUB only supports buyers shipping to Nigerian addresses. International expansion is on our roadmap — Ghana and Kenya are our most-likely next markets — but we're not there yet. Sorry to international buyers; we'd rather do one market well than several markets poorly.

Counterfeit or replica goods, stolen property, firearms or ammunition, illegal drugs or controlled substances, adult content, pyramid schemes or "investment opportunities", wildlife products covered by CITES, and anything that violates Nigerian law. See the full prohibited list in our Terms of Service. Violating these rules results in immediate listing removal, account suspension, and in serious cases reporting to the relevant authorities.

Three differences. First, you're booking time and skill instead of buying a packaged item — so the seller asks you for project requirements upfront. Second, completion is confirmed by the customer (you) rather than by a courier — when the seller marks the job done, you have a chance to review the work and either approve or raise a dispute. Third, freelance services often have packages (Basic / Standard / Premium) so you can match the deliverable to your budget.

Most freelance services include a number of revisions in the price (shown on the listing — usually 1 to 3). Use them — clear feedback in the chat usually leads to a result you're happy with. If after revisions the work still doesn't match what was agreed, raise a dispute. Our team will look at the original brief, the messages, and the deliverable, and make a fair call. Outcomes range from a partial refund to a full refund depending on what's reasonable.

Yes — we support on-site services. When booking, you provide the address and a preferred time. The seller's profile shows their service area and any travel fees per kilometre. Sellers must hold valid ID and have completed KYC, so you're not opening your door to a stranger we haven't verified. For events and large jobs, we recommend reading reviews and chatting with the seller before booking.

Many on-site services (plumbing, electrical, appliance repair, etc.) come with a warranty period — anything from 7 days to several months. The warranty is shown on the service listing before you book. If you're inside the warranty window and the same fault recurs, contact the seller through the booking page and they're obliged to fix it free of charge.

We accept all Nigerian debit cards (Verve, Mastercard, Visa), bank transfers via USSD codes (*737#, *894#, *901# etc.), bank transfers via virtual account, and mobile money. Apple Pay and Google Pay are coming soon via Flutterwave. Cryptocurrency is not currently supported; we have no plans to add it in the near term.

After a dispute is resolved in your favour, we trigger the refund through the same gateway you paid with. Typical refund timelines: cards 3–7 business days; bank transfer 1–3 business days; USSD payment 1–3 business days. You'll get an email when the refund is processed by us and another when it lands in your account. If the second email arrives but you don't see the money, contact your bank with the refund reference — sometimes they're slower to credit than to debit.

At checkout buyers see a small processing fee, typically 3.5%. This covers the gateway's cut for handling the payment, escrow, and the eventual disbursement to the vendor. There are no other fees on the buyer's side. Sellers don't pay processing fees — only our 10% commission.

First, wait 10 minutes — sometimes the gateway is delayed and the payment confirms with a slight lag. If after 10 minutes your dashboard still shows "Pending" and the money has left your bank, don't panic and don't pay again. Email support@jexcelhub.com with your transaction reference and we'll reconcile manually. Stuck payments are almost always recoverable — we have automated sweepers that catch them within 15 minutes, and a manual reconciliation team for edge cases.

Your full card number is never sent to or stored on our servers. The card details go directly from your browser to Flutterwave/Paystack/Squad over an encrypted TLS connection. They handle PCI-DSS compliance, tokenise the card, and tell us nothing more than "payment confirmed". The most we ever see is the last four digits and card type, for display in your dashboard.

Three earning paths today:

• • +5 JP when someone signs up using your referral code
• • +10 JP when that referred person completes their first paid order
• • +2 JP bonus for your own first paid order

We may add more earning rules over time (e.g. seasonal promotions, big-spender bonuses) — those will always be announced in advance. JP cannot be earned through self-referrals; we detect and revoke those automatically.

Currently 1 JP = ₦20, so 50 JP redeems for ₦1,000 of wallet credit. We can adjust the rate with at least 14 days' written notice (always announced by email). The rate has never been reduced and we don't intend to reduce it; if anything we'll raise it during promotional periods.

Open the Referrals & Jexel Points page from your dashboard sidebar. Type the amount of JP you want to convert and click Redeem. The naira value (at the current rate) is instantly added to your JEXCELHUB wallet, and the JP is deducted from your balance. You can then use the wallet credit to pay for any product or freelance booking on the platform — pick "Wallet" at checkout.

Never. Your JP balance has no expiry. Accumulate as many as you want and redeem whenever it suits you. Note that wallet balances earned by JP redemption follow the wallet's own rules — you can spend it, withdraw to your bank, or leave it sitting.

Not directly. JP is non-transferable between accounts to keep the rewards system meaningful. But you can redeem JP for wallet credit and then send that credit (as a future product purchase or service booking, not as cash) however you like.