Help Centre.

Step 1 · Create your account

Click Register in the header. You'll need an active email address and a Nigerian phone number. Pick a strong password — at least 8 characters with a mix of letters and numbers — and choose whether you're signing up as a buyer, vendor, or freelance seller. You can switch later from your dashboard.

Step 2 · Verify your email

We send an activation link within seconds of registration. Click it to confirm your email and unlock your account. If you don't see it within 5 minutes, check your Spam and Promotions folders. Resend from the activation page if needed. Without email verification, you can browse but you cannot check out or list anything.

Step 3 · Complete your profile

In your dashboard's Settings section, add your delivery address (for buyers), phone number, and an optional profile photo. For vendors, add your business name, store description, and store banner. The more complete your profile, the smoother your checkouts and the more trust you build with the other side of the transaction.

Step 4 · For sellers, submit KYC

Vendors and freelance sellers must complete KYC before listing anything. Have your government ID ready (NIN slip, driver's licence, or international passport), your BVN, and your Nigerian bank account details. The whole submission takes about 5 minutes; we verify within 48 hours, often sooner.

Browse and find products

Use the search bar at the top of every page, or browse by category from the Shop link. Filter by category, brand, price range, or sort by newest, lowest price, or top rated. Tap any product card to open the full description, image gallery, vendor info, customer reviews, and live stock. Look for the verified badge next to the vendor name and the Top Seller ribbon for the most-trusted shops.

Add to cart and wishlist

Click Add to cart directly on a product card to add it without leaving the listing page — a green confirmation toast appears at the bottom of the screen and the cart icon in the header updates with the new item count. Want to keep browsing first? Click the heart icon on any product card to save it to your wishlist for later. Items from different vendors live happily in the same cart; we'll split the order automatically at checkout into per-vendor sub-orders.

Pay safely

At checkout you'll see a clear summary of every sub-order with vendor, item count, and subtotal. Choose your payment gateway (Flutterwave, Paystack, or Squad — all three offer the same protection), enter your card or transfer details, and complete the payment. Your money is held in escrow until you confirm delivery; the vendor can't touch the full amount until you're satisfied or 48 hours pass.

Track your delivery

The Orders page in your dashboard shows live status for each sub-order. Once the vendor ships, the tracking number, courier name, and current status update automatically and you'll receive an email at every milestone. For Terminal Africa shipments you can also see a live tracking map.

Confirm or dispute

Once your package arrives, tap Confirm delivery on the order page to release the rest of the funds to the vendor. If anything's wrong — wrong item, broken, fake, missing — tap Raise dispute within 48 hours of delivery instead. Upload photos. Our team reviews and resolves within 24 hours. If we resolve in your favour, you get a full refund through the same payment method you used.

Become a vendor

From your dashboard, click Switch to Vendor. You'll be asked for a business name and redirected to KYC submission. Verification typically takes under 48 hours. Once approved, your storefront is created automatically with a verified badge.

List your first product

In the vendor dashboard, click Add Product. Upload at least three high-quality photos (the first becomes the cover). Write a clear, honest title and description — list materials, dimensions, and any quirks. Set the price in naira and stock count. Pick a category. Save. Your listing goes live immediately. Pro tips:

• Photos against a plain background convert better than busy ones.
• Mention shipping origin in the description — buyers in Lagos prefer Lagos sellers.
• Honesty about flaws builds trust faster than perfect descriptions of average products.

Fulfil orders

You'll receive an email and dashboard notification for every new order. Mark it as shipped on the order page and add a tracking number from your courier. We integrate directly with Terminal Africa for one-click bookings, but any courier works — just paste the tracking number. Your wallet is credited 70% of the order value as soon as the buyer's payment clears.

Withdraw funds

From the wallet section, click Withdraw. Confirm your bank details and the amount. Withdrawals settle to Nigerian bank accounts within 24 hours. Withdrawals requested before 1 pm WAT on a working day usually arrive the same day.

Booking a freelance service

Browse services from the Freelance section, or search by skill (e.g. "logo designer Lagos" or "AC repair Abeokuta"). Open a service to see the seller's portfolio, packages, reviews, and turnaround time. Click Book this service, choose a package, pick a date, and tell the seller exactly what you need. Pay through escrow — your money is safe until you approve the finished work.

For freelance sellers

Switch to "Freelance Seller" in your dashboard, complete KYC, then click List a new service. Choose between digital (remote work delivered online), handwork (physical work, you go on-site), or hybrid. Set up Basic / Standard / Premium packages with different prices and delivery times. Add a portfolio so customers can judge your style. Set your weekly availability so customers can only book when you're free.

Completing a job

When you're done, mark the booking complete from your dashboard. The customer has 48 hours to review and either approve completion (releasing your earnings to your wallet) or raise a dispute. Most jobs are approved within hours. Communicate clearly throughout — late updates are the #1 cause of disputes.

What you'll need

• A clear photo of a valid government ID — NIN slip, driver's licence, voter's card, or international passport.
• Your BVN (used to confirm the bank account is yours; we never store the BVN itself, just the verification result).
• A Nigerian bank account in your name.
• Your business name and category (sole proprietor, registered company, or freelance individual all work).

Common rejection reasons

• Name mismatch. The name on your ID, your BVN, and your bank account must all match. If you've recently changed name (e.g. after marriage), update one before submitting.
• Blurry photos. Take ID photos in daylight with no glare. All four corners must be visible.
• Expired ID. Your government ID must be currently valid.
• Fake or doctored documents. We use NIBSS verification — fakes don't get through and may result in permanent ban.

What happens after submission

Submissions are reviewed within 48 hours. You'll get an email with the result. If approved, your storefront gets the verified badge and you can start listing immediately. If rejected, the email explains why and how to fix it — most rejections are resolved with a single resubmission.

Two balances

Your wallet shows two distinct balances. Available is the amount you can withdraw or spend right now. Escrow is the 30% portion of your vendor earnings being held until the buyer confirms delivery; once released it moves to Available automatically.

Spending wallet credit

At checkout, pick "Wallet" as your payment method to spend your Available balance. You can split between wallet and a card if your wallet balance doesn't cover the full order.

Withdrawing to your bank

Click Withdraw, confirm the amount and your saved bank account, and submit. Withdrawals settle to Nigerian bank accounts within 24 hours; before 1 pm WAT on a working day they usually arrive same-day. There's no withdrawal fee from JEXCELHUB; your bank may add their own (typically ₦50–₦100).

Reading the ledger

Click Transaction history in the wallet section to see every credit and debit ever recorded against your wallet, with descriptions, dates, and reference codes. Use this for accounting, tax filing, or just peace of mind.

When can I raise a dispute?

You have 48 hours after delivery to raise a dispute if anything is wrong: item not received, item damaged, item not as described, vendor unresponsive after payment, freelance work not matching the agreed brief.

How to raise one

1. Open the order or booking in your dashboard.
2. Click Raise dispute on the affected sub-order or booking.
3. Describe what's wrong in plain language — the more specific, the faster we can resolve.
4. Upload photos or screenshots if you have any.
5. Submit. The escrow funds are frozen and our team is notified instantly.

What evidence helps your case

• Buyer side: photos of damaged packaging or product, courier proof of non-delivery, screenshots of vendor messages.
• Vendor side: courier tracking proof, signed delivery note, screenshots of buyer messages, photos taken before shipping.
• Freelance: the original brief, the latest deliverable, screenshots of revision requests and replies.

What happens next

Our dispute team contacts both sides, reviews evidence, and usually decides within 24 hours. If we resolve in your favour, the refund is automatically triggered through the same gateway you paid with. Refund timelines: cards 3–7 business days, bank transfer 1–3 business days. You'll get an email at every stage.

Earning JP

• +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

Redeeming JP

Open the Referrals & Jexel Points page from your dashboard. Type the amount of JP you want to convert and click Redeem. Naira credit (at the current rate of ₦20 per JP) is added to your wallet immediately.

Sharing your referral code

Your unique referral code and link appear on the Referrals page along with one-tap WhatsApp, Twitter, Facebook, and email share buttons. Share with friends, family, and anyone you think would benefit from a safer way to shop online in Nigeria.

Strong passwords

We require at least 8 characters with a mix of letters and numbers. We strongly suggest at least 12. Don't reuse a password from another site — if any of those sites get breached, attackers will try the same combination here.

Two-factor authentication

We support TOTP-based 2FA via apps like Google Authenticator and Authy. Enable it from Settings → Security. We strongly recommend turning it on for any vendor account that handles withdrawals.

Suspicious activity

If you see a login from a device you don't recognise, change your password immediately and email security@jexcelhub.com. Never share your password with anyone, including someone claiming to be JEXCELHUB support — we will never ask for it.

Deleting your account

You can request account deletion from Settings → Privacy. We retain transactional records for 7 years to comply with Nigerian tax law (anonymised after closure), but everything else is permanently deleted. If you have an open dispute or pending withdrawal, you'll need to resolve those before deletion.