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Seller FAQs

Here are some common questions sellers ask while using Sevi:

1. I don’t see any payment plan options for my buyer. Why?​

Possible reasons:

  • Your company has reached its maximum outstanding credit limit.
  • The buyer already has another active or unpaid credit.
  • The buyer’s credit score is low or negative.
  • Some company or buyer details are missing or unverified.

👉 Contact Sevi Support for assistance.

2. My customer can’t pay on time — what happens next?​

When a buyer fails to pay on time:

  • They have a 3-day grace period per installment.
  • During these days, Sevi sends regular reminder messages and additional interest is charged.
  • After 3 days, a late fee is applied and you’ll be notified through the dashboard.
  • Our tele-collection and field collection team will follow up with the Buyer to pay the overdue amount.
  • After 90 days, the account is marked as default and may be reported to the CRB.
  • If too many of your customers default, your company may temporarily lose access to Sevi credit services.

See Terms & Conditions for full details.

3. How does a buyer qualify for Order now, Pay later?​

Sevi determines who qualifies based on:

  • Buyer’s purchase history.
  • Buyer’s overall shop performance.
  • Your relationship and trade history with the buyer.
  • Verification data such as ID, location, and business statement details of the buyer.

4. I or my buyer didn’t receive the verification SMS (OTP). What should I do?​

  • Confirm that the phone number was entered correctly.
  • Tap Resend OTP to send a new code.
  • Ensure the customer hasn’t blocked SMS from Sevi or AfricasTalking.
  • If still not received, contact Sevi Support.

5. I forgot my PIN. How can I reset it?​

  • Contact Sevi Support via phone or WhatsApp.
  • You’ll be asked to provide a copy of your ID to verify ownership before the PIN is reset.

6. My device is not supported. What can I do?​

  • The Sevi app supports Android version 5.0 and above.
  • iPhone and Windows versions are coming soon.
  • If you don’t have a smartphone, your agent can perform actions on your behalf through their Sevi app.

7. What do the different order statuses mean?​

Kindly Checkout Statuses and their meaning

👉 You can also view status updates from the Payments tab in your Sevi app or admin portal.

8. What happens if my account details are outdated or incorrect?​

If your company details (e.g., KRA PIN, bank info, contact email) are missing or outdated, it may delay payouts or verification.
Contact Sevi Support to update your details safely.

9. How can I increase my company’s limit?​

Maintain a positive record:

  • Encourage buyers to repay on time.
  • Keep your seller wallet active.
  • Avoid high default rates among your buyers.
    Over time, Sevi automatically adjusts your limit based on performance.

Need More Help?​

If your question isn’t listed here, please contact:
📧 support@sevi.io