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Agent FAQs

Here are some common questions agents (seller reps) ask while using Sevi:

1. I don’t see my latest actions (Badge, payments, customers). What should I do?​

  • Try pulling down the screen to refresh.
  • If that doesn’t work, close and reopen the app.

2. How do I know if my buyer is verified?​

  • When first added, buyers show up as PENDING.
  • When initial registration steps are completed, buyers show up as WAITING ON.
  • After our due diligence team visits and verifies them, they appear as ACTIVE.
  • At this point, your incentive is released to your wallet.

3. I onboarded a buyer but I haven’t received my incentive. Why?​

  • Incentives (KES 300 per buyer) are only released after verification by Sevi’s due diligence team.
  • Once the buyer limit is SET, a payment will be processed. If a limit is not awarded or is rejected, no payment will be made.
  • Once verified, the incentive will appear in your wallet account and can be withdrawn after seller activation.
tip

The Agent that completes fully the onboarding of the buyer, is the one the system will reward the incentives.

4. My buyer is not receiving the SMS invitation. What should I do?​

  • Double-check that you entered the correct phone number.
  • Ensure the buyer has network signal.
  • If still not received, try resending the invite.

5. Can I edit or cancel payment request after creating it?​

  • Yes. From the Payments → More Details screen, you can:
    • ✏️ Edit Payment
    • ❌ Cancel Payment
    • 📲 Request Payment

NOTE: Only when the status is PENDING

6. What should I remind buyers when paying?​

  • Buyers should only confirm & pay once they have received their delivery. (Depending on the Seller, it can be Before Delivery)
  • For Pay Directly orders, an M-Pesa prompt will appear on their phone.
  • For Pay Later orders, payment is due as per Sevi credit terms.

7. What if my app keeps crashing or freezing?​

  • First, try refreshing data.

  • If the issue continues, close and reopen the app.

  • Try also, clearing cache and data of the app in your phone settings.

  • If still unresolved, contact Sevi Support.