Frequently asked.
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Getting started
What is DukaBot?
DukaBot is a WhatsApp commerce platform for Kenyan merchants. It runs on the WhatsApp Business Platform and accepts M-Pesa or card payments via IntaSend, so a customer can browse a catalog and pay without leaving the WhatsApp chat.
Do I need a WhatsApp Business account?
No. Customers use their normal WhatsApp, no Business account required on their end. On the merchant side, DukaBot runs on the shared WhatsApp Business Platform number for the Free and Starter plans; Scale customers can bring their own WABA if they want.
How long does setup take?
About five minutes: register, pick a shop code, add three products, connect your IntaSend account, and share your link. Sandbox mode lets you dry-run the whole flow before you go live.
What do I need from Meta / WhatsApp to start?
A verified WhatsApp Business Platform (Cloud API) account, a phone number, and a Meta Business Manager. DukaBot uses your existing Business Platform number, so you do not need a separate SIM; the bot replies as your business on WhatsApp.
Payments
How does the customer actually pay?
DukaBot's payment layer is IntaSend. M-Pesa users get an STK Push prompt (IntaSend routes to Safaricom Daraja under the hood). They enter their M-Pesa PIN, the prompt clears in seconds, and the order is marked paid inside the WhatsApp thread once IntaSend confirms via callback. Card users get an IntaSend Hosted Checkout link.
What payment methods can my customers use?
Today: M-Pesa STK Push and card (Visa & Mastercard) via IntaSend Hosted Checkout. IntaSend also handles partial and full refunds and B2C payouts to your merchant wallet. Additional modalities (bank transfers, other mobile-money wallets, cross-border) roll out on DukaBot as IntaSend adds them to their platform.
Does DukaBot charge per M-Pesa transaction?
DukaBot does not add a transaction fee on top. IntaSend's own M-Pesa fees apply on collections settling into your account, and their fee schedule is public. Safaricom's Till or Paybill fees still apply to the underlying M-Pesa rail.
Does DukaBot work with both M-Pesa Till and Paybill?
Yes. DukaBot supports both M-Pesa Till numbers (Buy Goods) and Paybill numbers through IntaSend's M-Pesa STK Push. Pick whichever account Safaricom has issued for your business. DukaBot does not require you to switch.
Can I use IntaSend instead of Daraja directly?
Yes. DukaBot's payment layer abstracts the provider: you can run on Safaricom Daraja directly for the lowest M-Pesa fees, or on IntaSend if you want a single dashboard for M-Pesa, card, and bank payments. Switch by changing PAYMENT_PROVIDER per business.
How do I cancel or get a refund?
You can downgrade or cancel any DukaBot plan from the merchant dashboard; cancellation stops the next KES billing cycle. Customer refunds go through IntaSend, both partial and full refunds are supported for M-Pesa and card orders, and the M-Pesa receipt IDs are surfaced in your dashboard for reconciliation.
Delivery + tracking
Do I need my own riders?
Yes. DukaBot doesn't provide riders (yet). You add riders to your merchant account with name, phone, and vehicle type (Motorbike / Bicycle / Boda / Car). Every paid delivery order is offered to your active riders.
How does the customer see the map?
When the delivery starts, DukaBot sends the customer a signed tracking URL on WhatsApp: track.dukabot.app/t/…. It opens a live map with the rider's position, ETA, and status timeline. The link expires when the order is delivered or cancelled.
How is the delivery fee calculated?
You set the fee per zone (e.g. CBD KSh 100 · Westlands KSh 150 · Kilimani KSh 200). When the customer confirms a delivery address, DukaBot matches the zone and adds the fee to the order total before the IntaSend M-Pesa STK Push.
Product
What does the Free tier let me do?
The Free tier covers 50 orders per month with M-Pesa STK Push checkout via IntaSend and one staff seat. It's enough to validate WhatsApp ordering for a small shop in KES before you commit to a paid plan.
Does DukaBot reply in Swahili?
The DukaBot dashboard is English-only today. On the WhatsApp Business Platform side the bot tries to answer customers in the language they message in, so short Swahili and Sheng phrases may be understood, but full Swahili dashboard parity is on the roadmap and not yet shipped.
Data & security
Where is customer message data stored?
Customer WhatsApp messages and M-Pesa / IntaSend receipts are stored in DukaBot's PostgreSQL database hosted for Kenyan operations. Phone numbers and M-Pesa receipt IDs are kept only for order reconciliation and Safaricom-required audit trails.
Is the payment flow PCI-DSS compliant?
Yes. IntaSend is our payments partner and holds PCI-DSS. DukaBot never sees or stores M-Pesa PINs or card details; they're captured inside IntaSend's Hosted Checkout or the Safaricom STK Push, not on DukaBot's servers.
Still stuck?
Message the founders on WhatsApp. We reply, personally, usually within an hour.