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Frequently Asked Questions About Spare Parts in Kenya — Traccx FAQ

Frequently asked questions about spare parts in Kenya are answered here in full. Whether you are a buyer looking to understand how the Parts Finder works, how to pay with M-Pesa, or how to return a wrong part — or a vendor wanting to know about commissions, payouts, and how to list products — this page covers everything you need to know about buying and selling on Traccx.

🛒 Buying on Traccx

Buyer Questions — Everything About Finding and Buying Parts

How do I find the right spare part for my vehicle?

Use the Parts Finder on the homepage or shop page. Select your vehicle Make, Model and Year from the three dropdowns and click Search. Every part shown is confirmed compatible with your exact vehicle. If your vehicle is not listed contact our support team on WhatsApp and we will help you find the right part manually.

Every vendor on Traccx is manually reviewed and approved before they can list a single product. We verify their business identity, sourcing documents, and trading history. Vendors found selling counterfeit or mislabelled parts are permanently removed from the platform and all affected buyers receive immediate refunds. You can also check each vendor’s rating, reviews, and verification badge on their store page.

You can browse all products without an account. However to complete a purchase, track your order, save parts to your wishlist, and raise a return request you need a free Traccx buyer account. Creating an account takes under 2 minutes — you need only your name, email address, and a password. Your M-Pesa number is entered at checkout.

Yes. You can add parts from multiple vendors to your cart and checkout in one transaction. Your M-Pesa payment covers the full order. Each vendor then receives their own separate order notification and dispatches their part independently. You will receive separate delivery notifications for each vendor’s part.

The Parts Finder is a search tool that filters all products on Traccx by your exact vehicle. Select your Make such as Toyota, your Model such as Fielder, and your Year such as 2012. The shop then shows only parts that vendors have confirmed are compatible with that specific vehicle. It eliminates the risk of buying the wrong part because you searched by the wrong specification.

Yes. Add any parts you want to compare to your Wishlist by clicking the heart icon on any product card. Then open your Wishlist from My Account and review the price, brand, condition, vendor rating, and description side by side. You can add the best option to your cart directly from the Wishlist.

Traccx is designed specifically to make online spare parts buying safe for Kenyan buyers. Every vendor is verified, every payment is processed securely, every order is tracked, and every buyer is protected by a 7-day returns policy. According to the <a href=”https://www.consumerprotection.go.ke” target=”_blank” rel=”noopener” style=”color:#E85D04;”>Competition Authority of Kenya</a>, online consumer protection is enforceable under Kenyan law and Traccx operates in full compliance with these regulations.

📱 Payments

Payment Questions — M-Pesa, Cards and Checkout

How do I pay with M-Pesa on Traccx?

At checkout enter your M-Pesa registered phone number and click Confirm Order. You will receive an M-Pesa STK Push notification on your phone immediately — this is a pop-up that asks you to confirm the payment and enter your M-Pesa PIN. Once you enter your PIN the payment is confirmed instantly and your order is placed. You do not need to manually send money to any number.

Yes. At checkout select Card Payment instead of M-Pesa. Enter your Visa or Mastercard details on the secure payment page. Card payments are processed through a PCI-compliant payment gateway. No card details are stored on Traccx servers. Your order is placed as soon as the card payment is confirmed.

Yes. M-Pesa payments on Traccx are processed through IntaSend, a licensed Kenyan payment service provider regulated by the Central Bank of Kenya. Your PIN is entered directly on the Safaricom M-Pesa interface — Traccx never sees or stores your M-Pesa PIN. The payment is held securely until your order is delivered and confirmed.

If your M-Pesa STK Push fails or times out your order will not be placed and no money will be deducted. Go back to checkout and try again. Common causes of M-Pesa payment failure include insufficient funds, wrong PIN entry, network issues, or the STK Push timing out after 60 seconds without a response. If money was deducted but your order was not placed contact support immediately with your M-Pesa transaction code.

Traccx currently requires payment at checkout before the vendor dispatches your order. This protects vendors from fraudulent orders and ensures your part is reserved for you immediately. Some vendors in Nairobi may offer pay-on-delivery for repeat buyers — check the vendor’s store page or contact them directly through the platform to ask.

Prices displayed on product listings are set by individual vendors. VAT inclusion depends on whether the vendor is VAT registered. Vendors who are VAT registered are required to indicate this in their store settings. If you need a VAT receipt for a purchase contact the vendor directly through your order in My Account and they will provide one.

🚚 Delivery

Delivery Questions — Timelines, Areas and Tracking

How long does delivery take across Kenya?

Delivery timelines depend on your location and the vendor’s dispatch speed. Within Nairobi same-day delivery is available from many vendors for orders placed before 12PM. For Mombasa, Kisumu, Nakuru and Eldoret expect 1 to 2 business days. For smaller towns and remote counties expect 2 to 4 business days. Each product page shows the vendor’s estimated delivery time for your area.

Traccx vendors deliver to all 47 counties in Kenya. Delivery is arranged individually by each vendor using their preferred courier service. Common couriers used by Traccx vendors include G4S, Sendy, Wells Fargo Courier, and Fargo Courier. Some vendors also use bus parcel services for remote areas. Contact your vendor through the order page if you need details on their courier for your specific location.

Go to <strong>My Account > Orders</strong> and click on your order. The current status is shown at the top — Pending, Processing, Shipped, or Delivered. When the vendor dispatches your order they will update the status and may add a courier tracking number. You can also visit our <a href=”/track-my-order” style=”color:#E85D04;”>Track My Order page</a> and enter your Order ID and email address to see your delivery status.

Delivery fees are set by each vendor and shown clearly on every product page before you add to cart. Some vendors offer free delivery within Nairobi for orders above a certain amount such as KES 5,000. For nationwide delivery a fee is usually charged and is shown at checkout before you confirm payment. You always see the full delivery cost before paying — there are no surprise delivery fees after checkout.

First check with anyone at your delivery address who may have received it on your behalf. Then contact the vendor directly through <strong>My Account > Orders > Message Vendor</strong>. Ask for the courier tracking number and contact the courier directly. If the vendor does not respond within 24 hours escalate the dispute to Traccx through the order page and our team will step in immediately.

Contact the vendor immediately through My Account if you need to change your delivery address. If the order has not yet been dispatched most vendors can update the address. If the order has already been dispatched a change of address may not be possible and you may need to collect from the courier depot instead. Always double check your delivery address carefully before confirming payment.

↩ Returns and Refunds

Returns Questions — How to Get a Refund on Traccx

How long do I have to return a part?

You have 7 days from the delivery date shown in your order to raise a return request. The 7-day window starts from the date your order status changed to Delivered — not from the date you noticed the problem. If you receive a part and suspect it is wrong or defective raise the return request immediately rather than waiting.

Go to <strong>My Account > Orders</strong> and click on the order containing the part you want to return. Click the <strong>Request Return</strong> button on the order detail page. Select your return reason from the dropdown and upload at least 2 clear photos — one showing the full part and one showing the specific issue. Submit the request. The vendor has 24 hours to respond. Full step-by-step instructions are on our <a href=”/returns-policy” style=”color:#E85D04;”>Returns and Refunds Policy page</a>.

Once the vendor confirms receipt of your returned part your refund is processed within 5 business days. The refund goes directly to the M-Pesa number used for the original payment. You will receive an M-Pesa confirmation message when the refund is sent. For counterfeit parts the refund is processed within 24 hours as a priority case.

If the vendor declines your return request unfairly or does not respond within 24 hours escalate the dispute to Traccx directly. Go to your order page and click <strong>Escalate to Traccx</strong>. Our team reviews all escalated disputes within 4 business hours and makes a final binding decision. Attach all your photos and communication evidence when escalating.

In most cases parts that have been installed cannot be returned unless they are found to be defective or counterfeit after installation. If you installed a part and discovered it is counterfeit or was mislabelled raise a dispute immediately with photo evidence showing the installed part and the issue. Do not delay — the 7-day window still applies from the delivery date.

If the return is due to a vendor error — wrong part, defective part, counterfeit, or listing mismatch — the vendor is responsible for return shipping costs. The vendor will provide a return address and arrange or reimburse courier costs. If the return is due to a buyer error such as ordering the wrong part the buyer covers return shipping costs. Traccx mediates any disputes about who is responsible.

🏪 Selling on Traccx

Vendor Questions — How to Sell Spare Parts on Traccx

How do I become a vendor on Traccx?

Go to the <a href=”/vendor-registration” style=”color:#E85D04;”>Vendor Registration page</a> and fill in the registration form. You will need your full name, business name, M-Pesa number, business location, and a description of the parts you sell. After submitting our team manually reviews your application within 24 to 48 hours. Once approved you receive an email with login details and you can start listing products immediately.

Traccx accepts listings for all genuine car and motorcycle spare parts across our 18 product categories. This includes engine parts, brake system parts, suspension, electrical, lighting, transmission, body parts, interior parts, wheels and tyres, air conditioning, oils and fluids, motorcycle parts, truck and matatu parts, car accessories, car audio, and detailing products. All parts must be accurately described and compatible with the vehicles listed in the product attributes.

The Free plan allows up to 50 active product listings at any time. The Standard plan at KES 999 per month allows up to 200 listings. The Premium plan at KES 2,999 per month allows unlimited listings. You can upgrade your plan at any time from your Vendor Dashboard without losing any existing listings. See the full <a href=”/pricing” style=”color:#E85D04;”>pricing page</a> for a complete plan comparison.

Yes. Traccx allows listings for both brand new and used spare parts. When listing a used part you must accurately describe its condition in the product listing — select Used from the condition attribute and describe the condition honestly in the product description. Misrepresenting a used part as new is a serious policy violation and results in account suspension.

When listing a product go to the Product Attributes section in your vendor dashboard. Add attributes for Vehicle Make, Vehicle Model, and Vehicle Year. This is what powers the Parts Finder — buyers searching for Toyota Fielder 2012 parts will only see your listing if you have added those attributes correctly. Add compatibility for every vehicle your part fits to maximise your visibility.

You receive an email and dashboard notification immediately when a buyer places an order for your product. Log into your Vendor Dashboard and click Orders to see the full order details including the buyer’s delivery address. Prepare and dispatch the part within your stated processing time. Update the order status to Shipped in your dashboard and add the courier tracking number if available. The buyer tracks their order in real time.

Yes. You can message buyers directly through the order page in your Vendor Dashboard. This is the recommended way to communicate about order details, delivery updates, or any questions the buyer has. Do not share personal contact details like WhatsApp numbers or emails outside the platform as all dispute resolution relies on platform communication records.

💰 Payouts and Commission

Payout Questions — M-Pesa Payouts and Commission Rates

When do I receive my M-Pesa payout as a vendor?

Payouts are sent every Friday morning between 8AM and 10AM East Africa Time. Your payout covers all completed and delivered orders from the previous Monday to Sunday. The minimum payout amount is KES 500. If your weekly earnings are below KES 500 they automatically roll over to the following Friday. You can see your pending and paid earnings at any time in your Vendor Dashboard under Earnings.

The commission rate depends on your product category and ranges from 7% to 13%. It is calculated on the total order value including any delivery fee you charge. For example if you sell a brake pad for KES 3,500 and charge KES 200 delivery the total order value is KES 3,700. At a 10% commission rate the Traccx fee is KES 370 and your payout is KES 3,330. Your dashboard shows the full breakdown per order so there are never any surprises.

Commission rates range from 7% to 13% depending on the category. Low margin categories like Wheels and Tyres and Truck Parts are charged 7% to 8%. Standard categories like Engine Parts and Brake System are charged 9% to 10%. Higher margin categories like Car Accessories, Car Audio, and Lighting are charged 11% to 13%. The specific rate for each of the 18 categories is available on the <a href=”/pricing” style=”color:#E85D04;”>Pricing page</a>.

Traccx processes payouts automatically every Friday — you do not need to manually request a withdrawal. Your earnings accumulate in your vendor wallet throughout the week and are sent automatically on Friday morning. There is no option for mid-week withdrawals at this time. Ensure your M-Pesa number in your Vendor Dashboard settings is always correct and active.

First check your Vendor Dashboard under Earnings to confirm the payout was processed. If it shows as processed but has not arrived on your M-Pesa check with your M-Pesa agent or dial *334# to see recent transactions. If the payout is not showing at all on the dashboard contact vendor support at vendors@traccx.store with your store name and the date. Our team will investigate and resolve it within 1 business day.

If a buyer raises a return and receives a refund the corresponding amount is deducted from your next payout. If the return is approved after you have already received the payout for that order the deduction appears in your next Friday payout as a negative adjustment. Your earnings dashboard shows all deductions clearly with the corresponding order number so you can track exactly why any deduction occurred.

👤 Account and Security

Account Questions — Registration, Login and Security

How do I create a Traccx buyer account?

Click <strong>My Account</strong> in the top navigation. Click <strong>Register</strong> and fill in your name, email address, and a secure password. Click Create Account. You will receive a confirmation email — click the link in the email to verify your account. You can then log in and start shopping, saving parts to your wishlist, and tracking orders.

Go to <strong>My Account</strong> and click <strong>Lost your password?</strong> below the login form. Enter the email address you used to register. You will receive a password reset link by email within 5 minutes. Click the link and enter your new password. If you do not receive the email check your spam folder or contact support with your registered email address.

Yes. You can use the same Traccx account to both buy parts and sell parts. After registering as a buyer go to <a href=”/vendor-registration” style=”color:#E85D04;”>Vendor Registration</a> and apply to become a vendor. Once approved your account will have both buyer and vendor capabilities and you can switch between them from your dashboard.

For buyers your M-Pesa number is entered at each checkout and does not need to be saved in advance. For vendors your payout M-Pesa number is set in <strong>Vendor Dashboard > Settings > Payment</strong>. Update it there before the next payout Friday to ensure your earnings go to the correct number. Changes to payout numbers take effect from the following Friday.

Still Need Help?

Did Not Find Your Answer? We Are Here to Help.

Our support team responds to all questions within 2 hours Monday to Saturday 8AM to 6PM East Africa Time. Contact us on WhatsApp for the fastest response or send us an email and we will get back to you same day.

2 hrs
Response Time
Mon–Sat
Support Days
8AM–6PM
East Africa Time