The customer messages on WhatsApp or browses the merchant's storefront. Both use the same cart and catalogue.

The AI assistant calls business tools to search products, check available stock and calculate totals — it never invents figures.

Stock is reserved for a limited time and an M-Pesa STK Push is sent. The order is marked paid only after the payment callback is verified.

Paid orders appear instantly at the picking station. Staff pick every item, pass quality control and pack.

A rider is assigned, accepts the job and confirms collection. The customer gets a dispatch notification with a private PIN.

The rider submits the customer's 4-digit PIN. Correct PIN → delivered; too many wrong attempts → locked for supervisor review.