Help center
Get quick answers, chat with our assistant, or reach a person.
Efashe Assistant
OnlineMuraho Aline. I can help with orders, refunds, payments and escrow. What do you need?
Where is my order NX-2026-081142?
It is out for delivery and the agent will call before arriving. When it
arrives, confirm receipt with code 4719 to release payment. Want me to open the order?
Yes please
Opening order NX-2026-081142. If you would rather speak to a person, I can
create a ticket or schedule a callback.
Frequently asked questions
Knowledge baseHow does escrow protect me?
Your payment is held safely and released to the seller only after you
confirm you received your order, from this site or by dialing *182#.
How do returns and refunds work?
Return the item to the merchant address shown on your order within 7 days,
quoting the order number. Approved refunds are reversed to your original payment method.
Which payment methods can I use?
Efashe Wallet, MTN Mobile Money, Airtel Money and cards.
Why do I need an account to check out?
So we can protect your payment and process refunds to the right person.
Raise a ticket
Describe the problem so the agent can act on it without asking you again.
We usually reply within 4 hours.
Request a callback
Ticket raised
An agent has it now. You will get an SMS and an in-app notification on every update, and you can reply straight from this page.
| Reference | TCK-2026-44817 |
| Topic | Order and delivery |
| Order | NX-2026-081142 |
| Priority | Normal |
| First response due | Within 4 hours, by 18:20 today |
| Resolution target | Within 2 business days |
Your ticket carries the order, the escrow reference
and this chat transcript, so the agent does not start from nothing.
You are with an agent
Jeanne, care teamThe bot handed over with everything it had.
Jeanne can see your order NX-2026-081142, the escrow hold, the whole bot transcript and your
ticket history, so you do not repeat yourself. A ticket was created automatically.
| Ticket opened by the handoff | TCK-2026-44818 |
| Waiting time | 18 seconds |
| Channel | Live chat, web |
Callback booked
We will call +250 788 123 456 as soon as an agent is free, and the promise is tracked to fulfilment rather than left to memory.
| Reference | CB-2026-9042 |
| Window | Today, 15:00 to 16:00 |
| If we miss it | It escalates to a supervisor automatically |