Last updated: August 10, 2026
Know exactly what happens at every stage of a job.
This workflow covers booking creation, quotes, provider en route, service in progress, pending confirmation, completion and escrow release, cancellations, disputes, and the payment flow for wallet, cash, and agent-assisted jobs.
This Delivery & Payment Workflow describes the step-by-step lifecycle of a booking on KIK-Konnect, from creation through completion, and how payments move at each stage.
Understanding this workflow helps both customers and providers know what to expect, when payments are held or released, and what actions each party must take.
A customer creates a booking by selecting a service category, providing an accurate service location (house number, street, landmark, directions), and optionally scheduling a date/time.
The customer chooses an urgency level: normal or emergency. Emergency bookings carry a surcharge for faster provider response.
At this stage the booking status is "open". The customer may choose to let nearby providers submit quotes, or request agent assistance to find a provider.
For wallet-funded jobs, no funds are held yet. For cash jobs, the payment method is recorded as cash.
For open bookings, nearby providers are notified and may submit quotes. Each quote includes a price, an estimated duration, and an optional note explaining the offer.
The customer reviews the quotes and accepts one. The accepted quote's price becomes the booking's quoted price.
Alternatively, an Area Agent may assign a provider directly to the booking through the agent assistance flow.
When a quote is accepted or a provider is assigned, the booking moves to "accepted" status and the accepted timestamp is recorded.
Once accepted, the provider marks the booking as "en route" when they begin travelling to the service location. The customer can track the provider's progress.
On arrival at the service location, the provider marks the booking as "arrived". The customer and provider may communicate via in-app chat to coordinate access or clarify details.
For wallet-funded jobs, the escrow hold is created at the point of acceptance. For emergency jobs, the emergency surcharge is now committed.
The provider marks the booking as "in progress" when they begin performing the service. The started timestamp is recorded.
During the service, both parties may continue to chat, share images, or coordinate. Any media shared during the booking is attached to the booking record.
If the customer is not satisfied during this stage, they may raise concerns via chat. If the issue cannot be resolved, a dispute may be raised after the service.
When the provider finishes the service, they mark the booking as complete. The booking then enters "pending_confirmation" status.
The customer must now confirm that the service was delivered satisfactorily. This confirmation is a mandatory step before escrow is released.
If the customer confirms, the booking moves to "completed" and the escrow is released. If the customer does not confirm within a reasonable period, the platform may auto-complete the booking.
If the customer is dissatisfied, they may raise a dispute instead of confirming. The escrow remains held until the dispute is resolved.
On completion, the escrow is released. The provider receives the quoted price, plus any tip, minus the platform commission and any agent commission share.
The final price, commission amount, and tip are recorded on the booking. All related transactions appear in both parties' wallet histories.
After completion, both the customer and the provider may rate each other. Ratings contribute to the provider's overall average rating and tier performance.
A booking may be cancelled by either the customer or the provider. The party who cancelled and the cancellation reason are recorded.
If cancelled before acceptance, escrow funds return to the customer wallet in full. If cancelled after acceptance, the refund depends on timing and reason (see the Refund Policy).
Frequent cancellations by a provider increment their cancellation count and may reduce their visibility score.
If a dispute is raised, the booking moves to "disputed" status and the escrow is held pending resolution.
An Area Agent investigates the dispute. The outcome (full payout, partial refund, full refund, or no action) determines how the escrow is split. See the Dispute Resolution Policy for full details.
Once the dispute is resolved, the booking returns to completed or cancelled status as appropriate, and the escrow is released or refunded accordingly.
Wallet-funded job: Customer top-up via the payment provider -> escrow hold on acceptance -> escrow release on customer confirmation -> provider receives price minus commission -> optional tip added -> provider may withdraw on the payout schedule.
Cash job: Customer pays provider directly on completion -> provider owes platform commission as debt balance -> provider settles commission debt on schedule -> no escrow involved.
Agent-assisted job: Same as above, but the Area Agent who facilitated the booking earns a commission share of the platform commission.
For questions about the booking workflow, contact us:
Email: hello@kik-konnect.com
Phone: +234 8101218869
Address: 91 Obafemi Awolowo Way, Ikeja, Lagos State, Nigeria
By using KIK-Konnect, you acknowledge that you have read and understood this Delivery & Payment Workflow.