WhatsApp delivery fees and M-Pesa checkout in Kenya

A buyer in Westlands writes "Nike Air size 42, deliver Bypass?" Your rider card has Eastern Bypass at KES 400 and Northern Bypass at KES 400. If a bot invents “Bypass = 300,” you either lose margin or look unprofessional when the rider asks for more. Kenyan WhatsApp shops close sales when the total is clear and the area is specific — not when every vague landmark gets a confident fee.

This guide shows how to set a simple delivery rate card, when not to quote, and how to choose Till / Paybill / M-Pesa direct versus Paystack checkout — including fees and settlement time so you are not surprised on payday.

Why zone cards beat distance calculators

Most Nairobi and upcountry shops already price riders by corridor: CBD → Westlands, Industrial Area → Ruaka, town → estate. Buyers speak the same language. A rate card with zone name, flat KES fee, and ETA matches that habit without Google Maps or a logistics API.

Keep it short:

• Where you dispatch from
• 4–8 zones with fees and “same day / next day”
• What happens outside those zones (confirm with you, or you do not deliver)

Timi can load Nairobi starter zones you edit. Other cities use the same shape with local names.

Never confirm a fee on a vague area

The hard rule: only quote a rider fee when the buyer’s area uniquely matches one zone.

| Buyer says | What should happen | | --- | --- | | “Westlands near Sarit” | Quote that zone’s fee + ETA | | “Bypass” (hits two zones) | Ask which side / landmark — never pick | | “Nairobi”, “town”, “CBD” | Ask for estate or landmark, or confirm with the shop | | Area not on your card | Soft handoff — you set the fee in Feed |

Inventing fees to look fast creates refunds, rider arguments, and ghosted checkouts. One clarifying question is enough; then hand off if still unclear.

Show the total before asking for money

Serious buyers want item + delivery + when it arrives in one place. Example:

Sawa — 8,500 + rider 250 = 8,750. Same day if you pay by 4pm.

If the area is not unique yet, do not send a Paystack link with a guessed delivery line. Confirm the fee first, then collect payment.

How Kenyan shops actually get paid

You have two lanes:

1. Manual M-Pesa (instant to you)

• Till — best for same-day cashflow
• Paybill — with account number when you use one
• Send to phone — simple for very small shops

Timi can share those instructions after a clear quote. You still confirm the sale when the M-Pesa message lands (or mark sold in Feed).

2. Paystack checkout link (buyer pays M-Pesa or card)

Useful when you want an in-chat pay link and automatic paid status. Settlement is not instant.

Paystack Kenya (typical public pricing):

• About 1.5% on M-Pesa, 2.9% on local cards
• Automated payouts after about 2 working days (weekends/holidays skip)
• Minimum payout around KES 100
• Settlement can go to a bank account or mobile money (M-Pesa / Airtel) on your Paystack subaccount

If you need money the same afternoon to buy stock or pay a rider, prefer Till or Paybill as your primary method. Use Paystack when reconciliation and a hosted checkout matter more than same-day cash.

Set this up in Timi (about 10 minutes)

1. Finish shop context: basics, catalog, FAQs
2. Open Delivery — dispatch origin + zones (or Nairobi starters)
3. Open Settings → Payments — pick Till / Paybill / direct / Paystack
4. If Paystack: create settlement (bank or MoMo), read the fee/timing callout, then enable checkout links

Existing sellers get the same screens; a coach banner nudges incomplete delivery or payout setup on Feed.

For the full WhatsApp connection path, see How to set up WhatsApp Business in Kenya and the pillar guide on WhatsApp Business in Kenya.

Common mistakes

• Quoting “Nairobi delivery” as one flat fee when your riders charge by corridor
• Letting “Bypass” silently map to the wrong zone
• Sending a checkout total before the area is clear
• Expecting Paystack to settle like a Till (same day)
• Leaving Till/Paybill out of shop context so Timi invents payment steps

FAQ

Do I need a logistics app?

No. You still call your rider. Timi only needs a rate card so buyers hear a trustworthy total.

Can buyers still pay with M-Pesa on Paystack?

Yes. Hosted checkout supports M-Pesa and cards. Your settlement account can be bank or mobile money depending how you set up Paystack.

What if I only have a Till?

Choose M-Pesa Till in Payments. Timi quotes delivery when the area is clear and shares Till steps; you confirm the sale when paid.

Will Timi quote delivery outside Nairobi?

Yes — use the same zone model with your city’s area names. Start blank if Nairobi presets do not apply.

What if the buyer’s landmark is new?

Confirm the fee once in Feed. Timi messages the buyer with the amount and ETA you set.