SantonViva Seller FAQs

Answers for individuals and businesses applying to sell through the SantonViva marketplace.

Registration and approval

Who can apply?
Individuals, small businesses and registered companies may apply if they provide valid identity, contact, payout and dispatch information and sell products permitted by SantonViva.

Is registration the same as approval?
No. Registration submits your application. Selling access is activated only after SantonViva completes identity verification, store setup and product review.

What are the approval stages?
Application received, identity verification, store setup, product review and approved seller.

How long does approval take?
Complete applications are normally reviewed within 24–72 hours. Missing documents, unclear product information or requested corrections can extend the review.

What information is required?
Your legal name, business or store name, phone, email, dispatch location, valid National ID or passport, and verified payout details. Additional documents may be requested.

Is there a registration fee?
No registration fee is currently charged. SantonViva will communicate in advance if this policy changes.

Store and products

Will customers be directed to my separate store?
Customers discover products, check out and receive support through SantonViva. Seller store information is used to administer listings and fulfilment.

What products can I sell?
Approved, lawful products that match SantonViva categories and listing standards. Illegal, counterfeit, stolen, dangerous or prohibited products are not allowed.

What must each listing include?
Clear photographs, an accurate title, honest price, correct category, useful description, available variations and current stock.

Are products reviewed before publication?
Yes. SantonViva may approve, reject, pause or request corrections to a product before or after publication.

Orders and delivery

Who fulfils orders?
Approved sellers prepare and dispatch confirmed orders directly to customers during the current marketplace stage. SantonViva coordinates the order and customer support.

How quickly should I process an order?
Confirm availability and prepare the order within 24 hours whenever possible. Repeated delays, stock failures or cancellations may affect seller status.

What packaging is required?
Use clean, protective and product-appropriate packaging. Fragile items must be padded and clothing must be clean and neatly packed.

Commission and payments

What commission does SantonViva charge?
SantonViva charges 18% of the item selling price on each successfully completed sale. Any exceptional category-specific arrangement will be communicated before approval.

When does an order qualify for payout?
After delivery is confirmed and the seven-day eligible return period has passed, subject to any refund, cancellation, dispute or investigation.

What is the payment schedule?
Balances cleared by Monday at 6:00 p.m. are scheduled for payment on Wednesday. A public holiday or payment-system interruption moves processing to the next business day.

How are sellers paid?
To the verified Mobile Money number or bank account registered for the approved seller or business.

Can a payout be held?
Yes. SantonViva may hold payment for returns, disputes, suspected fraud, incomplete verification, incorrect payout information or unresolved fulfilment problems.

Returns and seller standards

What is the customer return period?
Customers may request an eligible return within seven days of delivery. Category exclusions and product-condition requirements apply.

What can restrict a seller account?
Counterfeit or prohibited goods, misleading listings, misuse of customer information, repeated cancellations, poor fulfilment, unresolved complaints or attempts to move SantonViva customers outside the marketplace.

Seller support

Contact SantonViva at +256 700 948 008 or sales@santonviva.com. Include your registered seller name and order number where applicable.