Question 1

What is escrow and why does Bilu Store use it?

Accepted Answer

Escrow means a neutral party holds the buyer's money until the transaction is complete. On Bilu Store, we hold the payment after the buyer transfers it to us, then release it to the seller only after the buyer confirms they received the item. This protects both sides.

Question 2

How do I verify my identity with Fayda?

Accepted Answer

Go to Profile → Verification → Fayda Verification. Upload a clear photo of your national Fayda ID card. Our team reviews it within 24 hours. Once verified, a badge appears on your profile and listings, building buyer trust.

Question 3

When do I receive payment?

Accepted Answer

Once the buyer enters the confirmation code and marks the deal complete, funds are released to your bank account within 24 hours. We support Telebirr, CBE, Awash Bank, Abyssinia Bank (BOA), and Dashen Bank.

Question 4

What happens if the item isn't as described?

Accepted Answer

You have a warranty window (varies by category) after receiving the item to inspect it. If there's a problem, open a dispute from the deal screen. Our team reviews all disputes within 24 hours.

Question 5

What is the confirmation code?

Accepted Answer

When you pay and the seller prepares the item, we send you a one-time confirmation code. Hand this code to the seller ONLY when you have the item in your hands and you're happy with it. The seller enters the code to release payment.

Question 6

How do I open a dispute?

Accepted Answer

Go to the deal in your Deals tab. Tap 'Open Dispute'. Select the reason (not as described, damaged, wrong item, etc.), write a clear description, and attach evidence photos. Submit — our Trust & Safety team reviews within 24 hours.

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