What happens if the buyer does not confirm?

If the buyer does not confirm within the review window defined in the transaction terms or merchant agreement, the transaction follows the agreed release condition. Depending on that condition, settlement may proceed toward release or the transaction may move into review.

When is settlement released to the merchant?

Settlement is released after buyer confirmation, review window expiry, or the agreed release condition. Confirmation moves the transaction toward release according to the approved settlement process.

How much are ArosaPay fees?

Standard pricing is 2.9% + KES 30, with a minimum of KES 100, charged on completed transactions only. Approved category exceptions apply for real-estate deposits and motors flows; enterprise pricing is available on request.

Can ArosaPay be used for any product or service?

ArosaPay supports protected checkout for goods and services where a clear release condition and review path can be defined. Some categories require additional onboarding or are not currently supported — see the merchant guidelines for the current list.

How does a merchant get access?

Merchants request access, complete onboarding, and are enabled for protected checkout after the required verification steps are approved. Available features depend on the merchant configuration.

What is a release condition?

A release condition is the rule attached to a transaction that determines when settlement can move toward release — for example, buyer confirmation, review window expiry, or delivery evidence being accepted under the agreed terms.

What evidence may be requested?

During a review, ArosaPay may request evidence such as delivery proof, condition photos, communication history, or other records relevant to the transaction terms. Requests are recorded on the transaction and shared with the parties involved.

Does ArosaPay replace inspection or legal advice?

No. ArosaPay provides protected checkout and conditional settlement. It does not replace independent inspection, legal advice, title verification, or professional due diligence, which remain the responsibility of the parties.

Is ArosaPay available for buyers and merchants in Kenya?

Yes. ArosaPay is built for the Kenyan market, prices in KES, and supports protected checkout between Kenyan buyers and onboarded merchants. Cross-border support depends on the merchant configuration.

What does it mean that a payment is safeguarded?

A safeguarded payment has been received and attached to the transaction record but has not been released to the merchant. It is held under the agreed release condition until the buyer confirms, the review window expires, or the transaction is resolved through review.

Where can buyers and merchants see the status of a transaction?

Both parties see the same transaction record in their ArosaPay dashboard, with the current state, the release condition, and the timeline of recorded events. Merchants can also read the same state through the API and webhooks.

How do transaction states update?

Material transaction events are recorded and reflected across buyer, merchant, support, and admin views so all parties see the same status. Public state language includes Created, Payment received, Funds safeguarded, In fulfillment, Awaiting confirmation, Release pending, Settlement released, Under review, Evidence requested, Refunded, Partial resolution, and Closed.

ArosaPay

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How It Works

How ArosaPay protects
every transaction.

ArosaPay safeguards payment before release and releases settlement only after buyer confirmation, review window expiry, or the agreed release condition. If something goes wrong, the transaction moves into review before release, refund, or partial resolution.

For buyers For merchants

View dispute process

Payment safeguarded before release · Buyer confirms before settlement · Review path if contested

The Process

How protected checkout works

The same five steps apply to buyers and merchants. Every transaction moves through them in order.

Create the transaction

The buyer and merchant agree on the item, amount, release condition, and review window before payment is safeguarded.

Payment is safeguarded

The buyer pays through ArosaPay's protected checkout flow. Payment is attached to the transaction record and is not released to the merchant yet.

Merchant fulfills

The merchant ships, delivers, hands over, or completes the agreed service. Delivery proof or supporting evidence may be attached where supported.

Buyer reviews

The buyer checks the item, service, or agreed outcome against the transaction terms.

Confirm or report an issue

If the buyer confirms, settlement moves toward release. If there is a problem, the transaction moves into review before release, refund, or partial resolution.

The applicable review window is defined in the transaction terms or merchant agreement. Confirmation moves the transaction toward release according to the approved settlement process.

Exception path

If something goes wrong

If the buyer reports a problem, release pauses and the transaction moves into review. Evidence may be requested from the buyer, merchant, or both before settlement release, refund, or partial resolution.

Possible outcomes

Settlement released
Refund
Partial resolution
Further evidence requested

Funds flow

How payment moves from checkout to conditional settlement.

ArosaPay separates payment safeguarding from final merchant settlement. Payment is attached to a transaction record first. Settlement follows buyer confirmation, review window expiry, or the agreed release condition.

Conditional settlement

ArosaPay funds flow

How buyer payments move from checkout to conditional merchant settlement. ArosaPay separates payment collection from final merchant settlement — funds are secured first and released only after satisfaction is confirmed or predefined conditions are met.

Funds movement
Status / confirmation signal
Successful release path
Review or exception path

Phase 1

Checkout

Phase 2

Payment

Phase 3

Safeguarded

Phase 4

Fulfilment

Phase 5

Confirmation

Phase 6

Outcome

Phase 7

Audit

Buyer

Pays · confirms · receives refund

Merchant

Offers checkout · fulfils · receives settlement

ArosaPay

Orchestration · status · audit

Payment / settlement partner

Processes payment and settlement actions

Outcome

Release · refund · resolution

Release path · yes

Dispute path · no or contested

Phase 1 · Checkout
Buyer
Merchant
ArosaPay
Phase 2 · Payment
Buyer
Payment / settlement partner
ArosaPay
Phase 3 · Safeguarded
Payment / settlement partner
ArosaPay
Phase 4 · Fulfilment
Merchant
Buyer
Phase 5 · Confirmation
ArosaPay
Phase 6 · Outcome
Release path
ArosaPay
Payment / settlement partner
Merchant
Dispute path
ArosaPay
Payment / settlement partner
Outcome
Phase 7 · Audit
ArosaPay
Outcome

Final payment, safeguarding, settlement, and payout configuration depends on ArosaPay's approved payment and banking partner setup.

Why ArosaPay

Built around visible transaction states.

Protected checkout works because every party sees the same status, evidence, and release rules.

Clear release conditions

Every transaction carries a release condition so both sides understand what must happen before settlement.

Buyer confirmation

Settlement follows buyer confirmation, review window expiry, or another agreed release condition.

Structured review path

If something is contested, release pauses while evidence is reviewed before release, refund, or partial resolution.

Audit trail

Material transaction events are recorded so buyer, merchant, support, and admin views stay aligned.

FAQ

Frequently Asked Questions

Everything you need to know about using ArosaPay

Still deciding? See the ArosaPay overview for buyers and merchants or start a merchant application.

Ready to use protected checkout?

Create a transaction with clear release rules, visible status, and a review path if something goes wrong.

Start protected transaction Start merchant application

Read the dispute process

Standard pricing: 2.9% + KES 30, minimum KES 100, charged on completed transactions only.

How ArosaPay protectsevery transaction.