Customer Guide
As a Herufi Customer, you can shop from businesses across Tanzania and Africa, track your orders, earn loyalty points, and chat with an AI shopping assistant.
Table of Contents
- Creating a Customer Account
- Browsing the Marketplace
- Adding to Cart & Checkout
- Tracking Your Orders
- Loyalty Points
- AI Shopping Assistant
- Your Profile
- Frequently Asked Questions
1. Creating a Customer Account
- Open the Herufi app and tap Create account.
- Fill in your details:
| Field | Notes |
|---|---|
| Full Name | 2 or 3 words (e.g. "Amina Said Hassan") |
| Your active email | |
| Phone | Optional — select your country code, then type your local number |
| Role | Select Customer — I want to shop and track orders |
| Password | At least 8 characters, one uppercase, one digit, one symbol |
- Tap Create Account. You are taken to the shop homepage.
You can also sign up instantly with Google.
2. Browsing the Marketplace
After logging in, you land on the Shop page. Here you can:
- Browse all available products across stores
- Search by product name or keyword
- Filter by category (e.g. Food & Beverages, Electronics, Clothing)
- Visual Search — tap the camera icon and take a photo of any product to find it in the marketplace
- Sort by price or relevance
Product Details
Tap any product to see:
- Full description
- Price (in TZS)
- Quantity available
- Shop name and location
- Similar products
3. Adding to Cart & Checkout
Add to Cart
Tap Add to Cart on any product. The cart icon in the top bar shows how many items you have.
Updating the Cart
Tap the Cart icon to open it. You can:
- Increase or decrease quantities
- Remove items
- See a breakdown of subtotal, tax, and total
Checkout
- Tap Checkout.
- If items are from multiple shops, they are split into separate orders automatically.
- Choose your payment method:
- Cash on delivery
- Mobile Money (M-Pesa, Airtel Money, etc.)
- Card
- Bank transfer
- Choose your purchase purpose:
- Personal — items are for yourself
- For my shop inventory — if you are also a shop owner buying stock
- Tap Place Order.
You will receive a confirmation and the order appears in your order history.
4. Tracking Your Orders
Go to your Order History in the shop section or tap on a specific order confirmation.
Order Statuses
| Status | What It Means |
|---|---|
| Pending | Order placed, shop is reviewing it |
| Confirmed | Shop confirmed your order |
| Processing | Your order is being prepared |
| Shipped | Your order is on its way |
| Delivered | You have received your order |
| Cancelled | Order was cancelled |
Getting Help With an Order
If you have an issue with an order (wrong item, damage, delay), contact the shop directly using the contact information on the shop's profile.
5. Loyalty Points
You earn loyalty points every time you make a purchase from a Herufi shop.
How Points Work
- 1 point earned for every TZS 1,000 spent
- Points accumulate across all your purchases
- Your points balance is visible on your profile
Redeeming Points
Shops may offer discounts or free products in exchange for loyalty points. Check with individual shops for their rewards.
6. AI Shopping Assistant
Herufi includes a built-in AI assistant that knows what's available in the marketplace.
What It Can Do
- Help you find specific products ("I need 5kg of basmati rice")
- Compare products and prices
- Suggest alternatives if something is out of stock
- Remember your past purchases and make personal recommendations
- Answer questions in English or Swahili
How to Access
Tap the AI icon or the chat bubble in the shop interface. You can have a full conversation — the assistant remembers your previous questions.
Example questions:
- "Do you have cooking oil in 5-litre containers?"
- "What's the cheapest option for sugar?"
- "Ninahitaji mchele kilo 10 — bei gani?" (Swahili: I need 10kg of rice — what's the price?)
7. Your Profile
Access your profile from the top-right corner of the app.
What You Can Edit
- Full name
- Phone number
- Profile photo
- Password
Account Summary
Your profile also shows:
- Total orders placed
- Loyalty points balance
- Customer segment (New, Regular, VIP)
8. Frequently Asked Questions
Q: Can I shop from multiple shops in one order? A: Yes. Items from different shops are automatically split into separate orders at checkout, each processed by the respective shop.
Q: How do I cancel an order? A: Contact the shop before the order is marked as "Processing". Once processing begins, cancellation may not be possible.
Q: My order shows "Pending" for a long time — what do I do? A: Shops typically confirm orders within a few hours. If there is no update after 24 hours, use the shop's contact information to follow up.
Q: Can I use Herufi as both a Customer and a Shop Owner? A: Yes. Sign up as a Shop Owner. From the Choose Workspace screen after login, you can enter your shop's dashboard or shop as a customer from the marketplace.
Q: Is my payment information secure? A: Herufi does not store card or mobile money credentials. All payment processing is handled by the respective payment providers.
Q: How do I change the app language? A: Herufi supports English and Swahili. Change the language in Settings (available once you access the dashboard) or from the language toggle on the shop page.
Last updated: May 2026