Viewing your order history
To see all your past and current orders:- Tap Orders in the bottom navigation bar.
- Your My Orders list loads with your most recent orders at the top.
- Order number (e.g.
ORD-XXXXXX) - Order date
- Number of items
- Order status
- Payment status
- Total amount
Searching and filtering orders
At the top of the Orders screen you can:- Search by order number — type the full or partial order number.
- Filter by Order Status — select Pending, Processing, Completed, or Cancelled.
- Filter by Payment Status — select Pending, Paid, Failed, or Refunded.
Order statuses explained
Your order moves through the following statuses from placement to completion:| Status | What it means |
|---|---|
| Pending | Your order has been placed and is waiting for payment confirmation or for the vendor to begin processing. |
| Processing | Payment has been received and the vendor is preparing your items. |
| Confirmed | The vendor has confirmed your order and it is being packed or made ready for dispatch. |
| Shipped | Your order has been collected by the delivery partner and is on its way to you. |
| Delivered | The delivery partner has delivered your order to your address. |
| Completed | The order is fully closed — payment received and delivery confirmed. |
| Cancelled | The order was cancelled before fulfilment. See Cancellations below. |
| Refunded | A refund has been issued for this order. |
| Failed | The order could not be completed, usually due to a payment issue. |
You can also see the Payment Status separately on each order. An order can be in Processing status while the payment is still Pending — for example, if you chose to pay later. Complete your payment from the Order Details screen to move the order forward.
Real-time delivery tracking
Once your order is Shipped, you can follow its progress on a map:- Open the order from My Orders.
- Scroll to the Delivery Tracking section.
- The map shows your delivery partner’s current location and the stages they’ve completed.
- Assigned — a delivery partner has been assigned.
- Picked up — the partner has collected your order from the vendor.
- In Transit — your order is on the way.
- Delivered — your order has been delivered.
Order notifications
Afrizon sends you notifications when your order status changes. To make sure you receive them:- Allow push notifications when the app prompts you.
- Go to Account → Notification Settings to turn on Order Updates and Delivery Updates.
Raising a support ticket for an order issue
If you have a problem with an order — a missing item, damaged goods, a delayed delivery, or a payment dispute — you can raise a support ticket directly from the order:Tap Raise a Support Ticket
On the Order Details screen, tap the Raise a Support Ticket button (or the message icon).
Fill in the ticket form
Enter a Subject — a brief description of your issue (e.g. “Item missing from order”).Enter a Message — describe the problem in detail so the support team can help efficiently.
Submit the ticket
Tap Submit Ticket. You’ll receive a confirmation notification once your ticket is created.
Cancellations
Orders can be cancelled before they have been shipped. To request a cancellation, raise a support ticket as early as possible. Include your order number and the reason for cancellation. Once an order has been picked up by a delivery partner, cancellation may not be possible. The support team will advise you on the next steps.Refunds
If your order is cancelled after payment has been made, or if a refund is approved following a support ticket, the amount will be returned to the mobile money account you used to pay. Refund timelines depend on your mobile money provider, but you’ll see the order status updated to Refunded in the app once it has been processed.Rating your order
After your order is marked as Completed or Delivered, you can rate your experience:- Open the order from My Orders.
- Tap Rate & Review.
- Rate the product, the vendor, and the delivery.
- Add a written review if you’d like to share more detail.
- Tap Submit Rating.