Updated 31 October 2026
To sell on WhatsApp in Kenya, set up a WhatsApp Business profile, publish clear prices, take a deposit through an M-Pesa till or Pochi, and confirm every order in writing. WhatsApp is where Kenyan customers already are, and with M-Pesa it lets a one-person business run orders, payments and delivery without a website or shop. Here is a step-by-step setup that works for food, fashion, cosmetics and made-to-order goods.
Updated October 2026.
1. Set up WhatsApp Business properly
Download the free WhatsApp Business app and use a dedicated business number. Fill in:
- business name and category;
- a short description of what you sell and where you deliver;
- opening hours;
- a catalogue with photos and prices for each product;
- a greeting message and quick replies for common questions such as delivery areas and payment.
Labels (new order, paid deposit, delivered) help you track every chat without a spreadsheet.
2. Publish your prices
“DM for price” loses buyers who just want a number. Put prices in your catalogue, Status and any website. Many small businesses add a simple order page that builds the total and opens a pre-filled WhatsApp message. One example is Norie’s Cake Atelier’s order page: the customer picks cake, flavour, size, extras, date and delivery area, sees the live total and the 50% deposit, then sends the order on WhatsApp. Free tools and website builders can do the same; our guide on accepting M-Pesa payments on your website covers more options.
3. Choose how to receive M-Pesa
Do not mix business takings with your personal line. The usual options:
| Option | Best for |
|---|---|
| Pochi la Biashara | Starting out; works on your personal line but keeps business money separate |
| Buy Goods till | Regular sales; customers pay the till number |
| Paybill | Businesses that need account references for each customer |
Compare them in Pochi, Till or Paybill, see costs in Lipa na M-Pesa Buy Goods charges, and apply using our guide to getting an M-Pesa business till.
4. Take a deposit to lock the order
For made-to-order goods, ask for a deposit before you buy materials. Fifty per cent is common for custom work. State it plainly: what the deposit covers, when the balance is due, and whether it is refundable if the customer cancels.
5. Confirm every order in writing
Send a summary message before you start: item, quantity, price, date, delivery location and fee, deposit received and balance due. Ask the customer to reply “confirmed”. This prevents most disputes.
6. Handle delivery honestly
Price delivery by distance and only promise times you can meet. Overpromising speed is the fastest way to lose repeat customers; say how much notice you need and stick to it.
7. Stay tax compliant
Online sales are taxable like any other business income. Get a KRA PIN, register for eTIMS so you can issue invoices, and file returns. KRA is also working with Safaricom on M-Pesa-issued eTIMS invoices for till and paybill traders, which would make this easier. Our explainer on tax on online income covers turnover tax and filing.
8. Stay safe from scams
- Check the M-Pesa message in your own app, not a screenshot from the customer.
- Never send “reversals” for payments you have not confirmed.
- Do not share your M-Pesa PIN or one-time codes with anyone.
FAQ
Is WhatsApp Business free in Kenya?
Yes, the WhatsApp Business app is free. You only pay for data and any M-Pesa charges.
Should I use Pochi la Biashara or a till?
Pochi suits beginners on a personal line. A Buy Goods till suits growing businesses that want a dedicated number and Fuliza Biashara access.
How much deposit should I ask for?
Many custom businesses ask for 50% to confirm an order, with the balance before delivery.
Do I pay tax on WhatsApp sales?
Yes. Business income from WhatsApp sales is taxable. Register a KRA PIN and file returns.
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