Frequently asked questions.

PAC-SM is a Pan-African multi-vendor marketplace for retail shopping, wholesale purchasing, institutional procurement, logistics and cross-border trade support.

No. You can browse products, categories, standards, carriers and public marketplace information without signing in. An account is required to place orders, save items, message participants or submit applications.

Yes. Choose Register with Google or Continue with Google. Google handles the identity check and PAC-SM exchanges the one-time result for its own secure, HttpOnly Appwrite session. Gmail and managed Google Workspace accounts are supported when the Google provider is enabled in Appwrite.

Before authentication, the homepage account control reads Hello, sign in. After password or Google sign-in, it immediately changes to Hello followed by the first name stored on the secure Appwrite account, such as Hello, Stephen or Hello, Priest, and opens the member's Account page.

After registration, PAC-SM sends a verification link to the registered inbox. Open the link and press Verify email. The button prevents automated email scanners from consuming the link. If the link opens without an active PAC-SM session, sign in when prompted and PAC-SM safely returns you to the same verification link. Expired links can be replaced from the Account page.

PAC-SM checks a saved regional preference, your registered profile country and trusted reverse-proxy country headers, in that order. If none is available, Nigeria is used as the safe default.

Yes. Use the flag, language and currency controls at the top of every page. The currency list covers currencies used by all sovereign African countries plus selected major international currencies. Your selections are saved for one year.

Yes. Public product, offer and store prices are converted into the selected display currency using current server-fetched ExchangeRate-API rates. The selector submits and reloads the current page with converted prices. Orders, checkout, refunds and settlements retain the original transaction currency as the legally and financially authoritative amount.

Exchange rates update daily and PAC-SM caches the rate table for up to 24 hours. A secondary ExchangeRate-API endpoint and the last successfully loaded rate table protect currency changes from temporary network failures. If no valid rate has ever been retrieved for a currency, PAC-SM safely displays the original offer currency rather than inventing a rate. Currency refreshes use batched catalogue reads and retry transient Appwrite read failures.

English, French, Arabic, Portuguese, Kiswahili and Spanish are available. Selecting a language reloads the current page with server-rendered translations for the global controls and primary customer marketplace. Arabic also activates right-to-left document direction. Seller-authored product names and descriptions remain in their submitted language to preserve catalogue accuracy.

Use FAQ or Documentation in the utility menu at the top of the marketplace homepage. Both resources are also available under Support in the homepage footer.

The canonical production marketplace is https://africancontinentalmarketplace.store. PAC-SM redirects requests from other production hostnames before sign-in, and Google callbacks carry a short-lived signed state token so proxy or browser cookie behavior cannot lose the protected return context. Authentication, payment and email links return to this HTTPS hostname.

Every page except the homepage displays a floating Back to home control. It stays visible while you browse customer, wholesale, account, checkout, seller, operations and administration pages. On mobile it sits above the bottom navigation so it does not cover marketplace controls.

Use the global search bar, homepage category tiles or marketplace filters. You can filter by retail or wholesale market and by product category.

The professionally designed retail catalogue provides a dedicated search bar, marketplace channels, category shortcuts, stock filtering, price and name sorting, verified-seller cues, buyer-protection information and responsive product cards. Select a product to compare active seller offers, stock, quantities and prices before adding the preferred offer to cart.

PAC-SM Products are house-brand agro, food and beverage goods sold through PAC-SM. Open PAC-SM Products from the homepage marketplace menu to browse approved products, available stock and retail or wholesale offers.

The official Pan-African Continental Super Marketplace logo appears in the shared brand space across marketplace, account, seller, administrator, help and authentication pages. Its shared display space is enlarged by 40 percent and uses contain sizing so the original proportions remain preserved on desktop and mobile.

Yes. PAC-SM keeps one customer cart and splits checkout into vendor-specific orders while retaining a single parent order for the buyer.

Availability is revalidated on the server during checkout and stock is reserved atomically. The platform prevents checkout when the required stock is no longer available.

PAC-SM validates the address, coupon, price and stock, creates the parent and vendor orders, and immediately starts the payment method selected on checkout. Demo capture completes inside PAC-SM; configured live providers redirect to their secure hosted payment page. If a provider is interrupted, the pending order remains available for payment retry.

Open Orders from the marketplace header or visit your account. Each order shows vendor-specific fulfilment, shipment and return information.

Eligible delivered orders can enter the returns workflow. If a transaction problem cannot be resolved normally, the buyer can create a dispute with an auditable case history for administrative review.

Reviews are tied to eligible order items so PAC-SM can distinguish verified-purchase feedback from unauthenticated comments.

Wholesale offers have a minimum order quantity greater than one and may include quantity-based price tiers.

Submit the wholesale business-buyer application with your organization and registration details. Administrative approval unlocks controlled commercial purchasing workflows.

Yes. Negotiation is enabled by default for wholesale offers unless the seller disables it. An approved business buyer selects Request a negotiated price, proposes a quantity and unit price, and receives an instant in-app response. The seller may accept, reject or counter. An accepted offer is time-limited, locked to the agreed quantity and price, and can be used once at checkout.

The product opens on its own full-screen transaction page rather than expanding inside the catalogue grid. The page presents the product, approved images, supply details, quantity tiers, buyer status, published-price checkout and price-negotiation form without unrelated products competing for space.

Buy at listed wholesale price calculates the applicable published quantity tier, creates a linked purchase order and sends the approved business buyer directly to delivery and payment. Request a negotiated price sends a proposed unit price to the seller for acceptance, rejection or counteroffer. Once accepted, PAC-SM creates the negotiation-sourced purchase order and opens checkout with the exact agreed quantity and price.

Both listed-price and accepted-negotiation paths create a server-authoritative purchase order and checkout item. Checkout revalidates buyer approval, source offer, quantity, unit price, currency, purchase order, negotiation where applicable and live stock before reserving inventory. The buyer selects a delivery address and payment method, completes payment, and the resulting marketplace and vendor orders retain the purchase-order reference for fulfilment, delivery, finance and audit history.

Select Add address and return to checkout. PAC-SM carries a protected internal checkout destination into the address form. After the address is saved successfully, you return directly to delivery and payment, where the new address is selected and the wholesale purchase order remains in your cart.

Only the party whose response is required can act. After a seller counteroffer, the buyer can accept, reject or counter; after a buyer counteroffer, the seller can accept, reject or counter. Every successful response updates the offer, status, timeline and notification together. The page clearly shows whose response is required and gives a specific explanation when an action is unavailable. Buyers may withdraw an open request, while expired or previously converted offers cannot be used.

In Seller Centre → Wholesale, sellers enable negotiation per offer and set minimum negotiable quantity, a confidential price floor, maximum discount, expiry period and whether counteroffers are allowed. The confidential limits are enforced by the server and are never shown to buyers.

Open Super Admin Centre and select the highlighted Wholesale Negotiations link in the sidebar, the orange Review buyer negotiations banner, or the Wholesale Negotiations operations card. Select Review & respond beside a PAC-SM-owned or demo-product request, then accept, reject or counter. Independent-seller requests must be answered from that seller's Seller Centre.

Super Admin can open Admin Centre → Wholesale Negotiations and select Review & respond for PAC-SM-owned or demo inventory. The administrator may accept, reject or counter while their real user ID is recorded in the audit timeline. Super Admin cannot respond for an independent seller.

A Request for Quotation lets an approved business buyer publish a requirement, invite matching vendors, compare quotations and award the preferred supplier.

Yes. An accepted quotation can be converted into a commercial purchase order and proforma invoice while preserving the procurement history.

These continental commerce centres use PAC-SM's shared module design system. They have the same navigation, responsive hero structure, workflow guidance, professional forms, status metrics, data panels, empty states and mobile behavior, while each module retains a distinct color tone and its own operational functions.

Yes. Sellers can define offer-level price tiers with minimum and optional maximum quantities. The most specific eligible tier is used.

Processors, exporters, retailers, hospitality groups, institutions and other companies seeking recurring or bulk supply can apply through Off-takers in the homepage menu or Off-taker registration in the Trade footer. PAC-SM reviews company and buying information before publishing access is enabled.

The off-taker publishes a structured requirement with quantity, specification, packaging, certification, origin, delivery, deadline and payment terms. Matching sellers can submit supply proposals.

Yes. An off-taker may shortlist proposals and split an award among multiple suppliers. Each award receives its own scheduled purchase-order reference under the shared supply agreement.

Authorized staff inspect scheduled deliveries and record accepted quantities. Payment milestones remain visible as due, processing, paid, settled or failed; production money movement requires the configured approved payment or banking connector.

The off-taker can open a dispute against an agreement or scheduled purchase order. Authorized staff review the evidence and record the resolution in the operational history.

Choose Register as a seller in the prominent homepage banner or Sell on PAC-SM in the marketplace menu. Sign in or create an account, complete the vendor application, provide business and settlement details, choose a store name and upload the required KYC/KYB documents. PAC-SM activates Seller Centre and storefront capabilities after the application is approved.

Registered companies, partnerships, sole proprietors, cooperatives, manufacturers, farmers, wholesalers, distributors, exporters and other supported business types may apply.

The onboarding workflow requires a business registration certificate, tax document and director or owner identity document. Additional information may be requested during KYC or KYB review.

Documents are stored in a private encrypted Appwrite bucket. They are retrieved through authorized server routes and are not exposed as public files.

Yes, after the seller account is approved. A valid product, variant and offer publish automatically to the marketplace without waiting in a pre-approval queue. Super Admin continuously moderates the live catalogue and may request changes, take down, reject, restore or permanently delete a listing that does not meet PAC-SM store standards.

Yes. In Seller Centre → Products, enter the product name, select its category, add any known facts and choose Generate with AI. PAC-SM returns an editable description, slug, specifications, variant suggestions, search keywords and questions about missing facts. Choose Fill empty fields or Replace draft fields, verify every statement, complete factual fields such as origin and price yourself, then publish normally. AI never publishes automatically and must not be used as evidence of certification, ingredients, origin, performance or regulatory approval.

The Upload new product button remains visible throughout PAC-SM. Approved sellers go directly to the product publishing form. Visitors must first sign in or create an account, registered users without a vendor profile continue to the complete seller application, and applicants who are still under review see their verification status. Product publishing unlocks only after PAC-SM approves or activates the vendor.

From Seller Centre → Products, open an owned product and upload JPEG, PNG or WebP images. Each file may be up to 8 MB and each product may have up to eight images. PAC-SM validates the declared type and image signature, then publishes valid images immediately for approved sellers. Super Admin may reject an unsuitable image or take down its product.

Yes. All seller stores use PAC-SM's shared professional storefront layout so navigation, product cards, mobile behaviour, checkout links and buyer-trust information remain consistent. From Seller Centre → My Store, the owner can choose primary and accent colours and upload a proportionally fitted JPEG, PNG or WebP logo up to 4 MB. PAC-SM Products uses the same storefront design.

Open Seller Centre → Wallet. The wallet derives income from PAC-SM's vendor-payable ledger after successful delivery, commission, refunds and prior settlements. It separately shows ledger balance, pending claims and the amount available to withdraw. Submit a claim to the verified settlement account; central finance can approve and mark it paid or reject it with an audited review.

Yes. The first valid upload becomes primary automatically, and the seller can later select another published image as primary. Super Admin can also change or reject images during post-publication moderation.

Yes. A Super Admin can grant the Seller Onboarding Manager role to a registered staff email. That administrator can create a seller's Appwrite login, active vendor identity and store in one audited operation. The temporary password is handed to the seller through a secure channel and is never stored in marketplace records. The seller must change it from Account Security after first sign-in. Approved sellers receive automatic catalogue publishing subject to ongoing Super Admin enforcement, while banking, KYC/KYB and settlement compliance remain required for protected financial operations.

Sellers can create warehouses, receive stock and review balances. PAC-SM records inventory movements and reservations rather than silently replacing history.

Open Seller Centre → ExportReady. Create a structured product profile, record or confirm its international six-digit HS classification, then choose a destination country. PAC-SM evaluates only published, effective, official-source rules for that origin, destination, product category and HS prefix. A high numerical score never overrides missing mandatory evidence, and domestic marketplace availability remains separate from export readiness.

Yes. Approved vendors can create scoped API credentials, read products, inventory and orders, update controlled inventory fields and register signed webhook endpoints.

Zenith Carex Express is presented as PAC-SM's official logistics partner. Its official logo appears on the marketplace homepage and Logistics page with its original aspect ratio preserved. Available shipment routes, prices, assignments and tracking remain governed by the applicable PAC-SM logistics records and service terms.

Create an account and submit the carrier application with company, fleet, coverage, insurance and private verification documents.

Authorized logistics staff review registration, insurance and operational details before activating a carrier number and marketplace profile.

Verified carriers can publish service routes with origin, destination, transport mode, base rate, per-kilogram rate, currency and estimated delivery time.

Open Track Shipment and enter the carrier tracking number. Public tracking shows the current state, location updates, event messages and delivery confirmation.

When a carrier records delivery, PAC-SM stores the recipient, delivery time and optional delivery code as a controlled proof-of-delivery record.

No. The logistics state machine allows controlled forward transitions. Exceptions can be recorded and recovered into valid in-transit states.

It is a reviewed vendor export-readiness profile containing target markets, product categories, exporter information, Incoterms, transport modes, certifications and supporting documents.

The score summarizes completion of exporter details, markets, categories, Incoterms, transport modes, certifications and documents. It supports review but does not replace a regulator decision.

The hub organizes product standards, packaging and labelling rules, certification requirements and verified quality centres by category and destination country.

Authorized trade-compliance staff enter standards from authoritative government, standards-body or accreditation sources. PAC-SM does not invent regulatory rules.

From Seller Compliance, select an owned product, an applicable requirement and optionally a preferred quality centre, then submit the product and testing notes.

No. PAC-SM records marketplace compliance reviews and supporting evidence. Government, customs, standards and accreditation authorities retain their legal powers.

No. HS classifications progress through AI suggested, vendor confirmed, PAC-SM reviewed, customs-broker verified and customs-ruling verified states. PAC-SM stores confidence, reasoning, nomenclature version and review history, but the competent customs authority remains authoritative.

First complete the structured export profile in Seller Centre → ExportReady. Then open AI HS6 from Seller Centre, select the profiled product and generate a suggestion. The assistant returns an HS2022 six-digit code, confidence, reasoning, alternatives, attributes used and questions when facts are missing. Review the result and confirm the correct classification manually; Trade Compliance can then record a PAC-SM review.

Yes. Upload the private document once in Trade Passport, then open Seller Centre → Evidence Vault. Link it to a requirement code, issuer, validity dates, relevant HS codes and every owned product it covers. The evidence starts as verification required and cannot satisfy a mandatory rule until authorized review confirms it.

PAC-SM DemoPay, Paystack and PAPSS are selectable during checkout. Without live provider credentials, each option runs an explicitly labelled sandbox capture and charges no money. Adding the server-only Paystack key automatically changes Paystack to its secure hosted checkout. PAPSS remains simulated until certified merchant or participating-bank connector onboarding is complete.

PAC-SM initializes the transaction on the server, sends the buyer to Paystack, and verifies the returned reference, successful status, order metadata, currency and exact minor-unit amount on the server before marking the order paid or releasing reserved stock. Browser claims alone are never accepted.

Yes. An unpaid order remains in pending-payment state with its inventory reservation, and the order page offers the payment methods again. Successful capture is idempotent, so a repeated callback does not sell stock twice or create a second payment.

Effective commission rules are applied and financial movements are posted to balanced journal entries. Seller wallet balances are projections of the ledger.

Settlement eligibility follows successful fulfilment and applicable return or dispute controls. Administrators can review settlement reports before processing.

Yes. Return decisions, refund records, financial reversals and related journal entries remain connected to their originating order.

The Super Admin opens Orders & Delivery to see the buyer's name, email, account phone, recipient phone, complete delivery address including both street lines, city, state or region, postal code and country, together with payment details, purchased products, quantities and vendor fulfilment stages. Unpaid orders remain locked. Paid orders can move into processing, warehouse picking and packing, dispatch with carrier tracking, and confirmed delivery.

PAC-SM uses Appwrite's OAuth token flow and a short-lived HMAC-signed state token containing a random nonce, issue time and safe internal return path. Signature verification uses constant-time comparison, rejects expiry or tampering and does not depend on a browser state cookie surviving cross-service redirects. Production signs with the server-only runtime credential; localhost uses an ephemeral cryptographic development secret. PAC-SM exchanges the one-time OAuth token through Appwrite's Account REST endpoint, extracts only the project-specific server session cookie and stores its decoded secret in the marketplace's secure HttpOnly cookie.

PAC-SM uses Resend for email delivery. The self-hosted Appwrite service must use Resend SMTP so Appwrite can securely issue verification and recovery links. The PAC-SM application uses the server-only Resend API key for branded transactional messages. The sending domain must be verified, and no email credential may use a NEXT_PUBLIC prefix.

From Super Admin Centre → Admin Team, the Super Administrator enters an existing registered email and selects one or several operational privileges in the same submission. Roles include warehouse, fulfilment, finance, support, catalogue, verification, trade, logistics and Off-taker responsibilities. Privileges are cumulative, recorded separately and can be revoked one at a time without removing the account's other responsibilities.

It is a restricted administrator appointed by the Super Admin through Admin Team. The manager signs in with their own PAC-SM account and uses the separate Fulfilment Admin Centre to see payment confirmation, purchased products, buyer delivery details and order stages, and to coordinate processing, dispatch, tracking and delivery. The role cannot open Super Admin configuration, team privileges or unrelated review centres.

No. The Super Administrator label cannot be granted or revoked through the normal team-management screen.

Open User & Seller Accounts from the Super Admin Centre. The unified directory combines Appwrite Authentication users with marketplace profiles, seller and store status, contact details, email verification, active or disabled state, registration dates and assigned administrative roles. It can be searched by name, email, phone, store or merchant ID and filtered by customer, seller, administrator or Super Admin.

Open Super Admin Centre and select the highlighted Product Management card at the beginning of the operations grid. It opens /admin/catalogue, where Super Admin can approve legacy submitted listings, review automatically published seller products, moderate images, rename, request changes, take down, restore, reject or permanently delete products.

Merchant API keys are shown once and stored only as SHA-256 hashes. Requests use constant-time verification, explicit scopes and per-credential rate limits.

Webhook bodies are signed with HMAC-SHA256. Receivers should verify the exact request body and deduplicate events using the event ID.

Appwrite is the exclusive application backend for authentication, database records and private storage. Server-side code uses one limited-scope runtime key for the operations the marketplace needs. The full-scope provisioning key remains outside the application and is never used for ordinary marketplace requests.

Original product files are stored in the private Appwrite product-media bucket. PAC-SM validates file size, declared type and image signature, enforces seller ownership and only serves approved images publicly through its controlled media route. Pending or rejected images are visible only to the owning seller and Super Admin.

Marketplace redirects and payment callback origins are deliberately built from APP_BASE_URL so a reverse proxy cannot send a user to an internal container address such as 0.0.0.0:3000. In Coolify, set APP_BASE_URL to the public HTTPS marketplace domain without a trailing path.