Launching an Online Store in Kenya: A Checklist

Selling online lets you reach customers across the country, around the clock. But an online store is more than a website with a cart. Customers need to trust you, pay easily and receive their orders reliably. Use this checklist before you launch.

1. Products and pricing

• Clear product names, descriptions and good photos taken in natural light
• Variations such as size and colour set up properly
• Final prices, including any delivery charges, shown before checkout
• Accurate stock levels, so you never sell what you do not have

2. Payments

M-Pesa is non-negotiable for most Kenyan shoppers. The smoothest experience is STK Push at checkout: the customer enters their phone number, confirms with their PIN and the order is confirmed automatically. Consider card payments too if you sell to corporate buyers or customers abroad. Our article on M-Pesa integration explains the options.

3. Delivery and collection

Decide how orders will reach customers before you launch:

• Doorstep delivery within your town, with clear zones and charges
• Pick-up stations in other towns, which are often cheaper and more reliable for customers outside major cities
• Courier or parcel services for longer distances

Tell customers realistic delivery times and keep them updated as the order progresses.

4. Trust

New customers need reasons to trust an online shop they have not used before:

• A physical address, phone number and WhatsApp contact
• Clear return, refund and exchange policies
• Genuine customer reviews and photos
• A secure site (HTTPS) and professional design

5. Operations behind the scenes

• Who receives new orders, and how quickly they are confirmed
• How orders are packed, labelled and handed to delivery
• How payments are reconciled with orders every day
• How customer questions and complaints are handled

6. Marketing the launch

Tell your existing customers first, through WhatsApp, SMS and social media. Make sure your store is listed on Google, and plan a launch offer. Our 90-day social media plan is a good place to start.

A store that is ready to go

mShop is our ready-made e-commerce platform with a web shop, an Android customer app, M-Pesa checkout, pick-up stations and order tracking. It can run as your own shop or as a multi-vendor marketplace. Request a demo to see whether it fits your business.