User Manual & Guidelines

Guidelines

• SalamaShop holds buyer payments in an escrow account until verification, delivery, and confirmation are complete.
• Use the mobile app for buyer and seller marketplace actions. Staff roles use the web portal.
• Keep your contact details accurate so payment, verification, and dispute notifications reach you.
• Never share your portal password, OTP codes, or API tokens with anyone.

Steps

Guidelines

• Pay only through SalamaShop channels so your funds are protected in escrow.
• Review product details, seller verification badge, and total fees before confirming payment.
• Confirm delivery only after you have received the correct item in acceptable condition.
• Open a dispute promptly if the product fails verification, arrives damaged, or does not match the listing.
• Keep screenshots, photos, and chat records as evidence if a dispute is needed.

Guidelines

• Keep product listings accurate, priced correctly, and supported by clear photos.
• Submit KYC documents early to unlock higher verification tiers and buyer confidence.
• Mark orders as delivered only after the buyer has actually received the product.
• Respond quickly to verification requests and dispute notices.
• Do not request off-platform payment. Escrow protection applies only to SalamaShop orders.

Steps

Guidelines

• Inspect the physical product against the order description before approving shipment.
• Record tamper seals, rejection reasons, and supporting notes clearly.
• Reject items that are counterfeit, damaged, incomplete, or materially different from the listing.
• Do not approve verification under pressure from buyers or sellers outside the workflow.
• Escalate suspicious items to operations if fraud indicators are present.

Guidelines

• Review order history, escrow status, evidence uploads, and verification outcomes before deciding.
• Choose refund, release, partial refund, or manual review based on documented facts.
• Document the reason for every decision in the dispute record.
• Freeze escrow outcomes until the dispute is fully resolved.
• Escalate complex or high-value cases to compliance or management when required.

Guidelines

• Monitor orders, escrow accounts, disputes, and billing from the operations dashboard.
• Use the order pipeline to spot bottlenecks in payment, verification, or delivery.
• Release or refund escrow only with a valid business reason and audit trail.
• Deactivate accounts that show fraud patterns, policy abuse, or repeated disputes.
• Coordinate with compliance before overriding KYC or risk decisions.

Guidelines

• Review seller KYC submissions against document quality, identity consistency, and policy requirements.
• Investigate AML alerts for unusual transaction size, velocity, or high-risk counterparties.
• Use the audit trail and activity logs for investigations and regulatory reporting.
• Approve or reject verification badges with written reasons.
• Report suspicious activity through the established compliance workflow.

Guidelines

• Limit system admin access to authorized infrastructure and settings personnel.
• Review system logs after incidents, failed jobs, or payment integration errors.
• Confirm secure backups are running and can be restored in a test environment.
• Rotate webhook secrets, API credentials, and staff access when personnel changes occur.
• Never perform production escrow actions without an operational ticket or audit reason.

Guidelines

• Deposits move buyer payments into an escrow account linked to the order.
• Funds stay held while verification, shipping, delivery, or dispute review is in progress.
• Release sends money to the seller after buyer confirmation or auto-release eligibility.
• Refund returns money to the buyer when verification fails, disputes are upheld, or orders are cancelled appropriately.
• Every escrow action should have a matching transaction and audit record.

Steps

Guidelines

• Staff accounts with elevated access must complete multi-factor authentication.
• Use strong unique passwords and log out on shared computers.
• Report suspicious login attempts, duplicate payments, or unexpected escrow changes immediately.
• Upload only permitted document types for KYC and dispute evidence.
• Do not paste customer identity documents into unsecured channels.

Guidelines

• For buyer or seller order issues, contact support@salamashop.co.tz or WhatsApp +255 626725383.
• Portal staff should escalate payment failures, escrow mismatches, and fraud alerts to operations management.
• Compliance issues should be documented in the audit trail before external reporting.
• Include order ID, escrow ID, dispute ID, and screenshots when requesting support.