How orders and Delivery PINs work
The full life of an order — from "Pending payment" all the way to "Completed" — and what "Confirm receipt" and your Delivery PIN are for.
Following an order from start to finish
Every order on KampalaSnap goes through the same set of stages. This guide explains each one in plain words, and what "Confirm receipt" and your Delivery PIN are actually for.
Where to find your orders
Open the app and tap your avatar, then tap My Orders. Every order you've made shows up here, newest first. Filter by Active, Completed, Disputed, or Cancelled, and tap any order to see its full timeline.
The order stages
1. Pending payment
You started checkout but the payment hasn't gone through yet. No money has left your account. Pending-payment orders are automatically cancelled after a while if you don't finish.
2. Paid
Pesapal confirmed your payment. The money is now held safely in escrow — not the seller's yet. The seller can see you paid and starts preparing your item.
3. Escrow locked / Out for delivery
The seller is preparing or sending your item. Your money is still in escrow; they cannot touch it.
4. Delivered — time to Confirm receipt
The seller (or their rider) has dropped the item with you. Now it's your move.
- If everything is correct: tap Confirm receipt. That's it — you don't need to hand anyone a code. Confirming releases your Delivery PIN to the seller so they can be paid, and marks the order complete.
- If anything is wrong: do not tap Confirm receipt. Tap Report a problem to open a dispute instead.
5. Completed
You confirmed receipt (or entered your PIN). The deal is done — you can leave a review. The seller is paid, though their earnings are held for a few days first (see "After you confirm" below), which is your safety net if a problem surfaces late.
6. Disputed
You reported a problem. Funds stay frozen in escrow while we investigate. Add evidence (photos, chat screenshots), message the seller, and wait for the admin team. If you and the seller sort it out, tap Withdraw to drop the dispute and let the order finish normally.
7. Refunded
Resolved in your favour — your money is returned to the same MoMo or card you paid with, usually within 1–3 days.
8. Cancelled
The order was stopped before delivery. Any money you paid is refunded.
What is "Confirm receipt" and the Delivery PIN?
When you buy, a 4-digit Delivery PIN is created for your order — but it stays hidden. You are not sent the PIN when you pay, and the seller cannot see it either. It only appears when you tap Confirm receipt once your item has arrived and you're happy with it.
Why it works this way
If the seller were paid the moment you tapped Pay, you'd have no way to get your money back if the item never came, arrived broken, or was fake. And if you were given the PIN up front, someone could try to talk you into handing it over early. Hiding the PIN until you confirm removes both risks: the seller cannot be paid until you say "I got what I paid for."
When to confirm
Only tap Confirm receipt when ALL of these are true:
- The item is the one you ordered.
- It's in the condition you expected (not broken, not fake).
- It's the right size, colour, and quantity.
- You're happy to consider the deal done.
If any of those is not true, don't confirm — tap Report a problem.
After you confirm
Confirming reveals the PIN on the seller's dashboard and releases the order. You'll also see the PIN on your own order screen — you can read it to the seller if they ask, but you don't have to. If the seller doesn't collect within a day, the order completes on its own, because you already said you're happy.
What if I never received the item?
If the seller marked your order Delivered but nothing arrived, do not tap Confirm receipt. Nothing is released while you stay silent — the seller cannot be paid just because time passed. If they insist they delivered, they can file a report, which sends you a reminder with a deadline to either confirm or report a problem. Either way, tap Report a problem if it never came.
Common questions
The rider is at my door but the item is wrong. What do I do?
Take photos (with the rider in frame if you can), refuse the package if possible, and do not Confirm receipt. Open the order, tap Report a problem, and upload the photos. There's no code for you to hand over, so nobody can pressure you for one.
I confirmed by mistake. Can I still complain?
Yes — the seller's money is held for about 7 days after an order completes. If you confirmed too quickly and then spotted a problem, contact support@kampalasnap.com with your order number within that window and we can still pull the money back and refund you. After the hold passes it's much harder.
The seller asked me for a PIN by message before delivering.
There's nothing to give — your PIN doesn't exist until you tap Confirm receipt after the item arrives. A seller asking for a code early is a warning sign; don't engage, and report them if they push.
How long does a refund take?
MoMo refunds usually land within 24 hours; card refunds can take 3–5 days. If 5 days pass, email support@kampalasnap.com with your order number and we'll trace it with Pesapal.