1. Getting Started
What is FetaZone?
FetaZone is a comprehensive travel booking platform connecting tour and event providers with customers across Ethiopia. As a provider, you can list your tours and events, manage bookings, track revenue, and withdraw earnings—all from one dashboard.
🎯 This guide covers Tour & Event Providers ONLY
Hotels and Rentals have been omitted from the current MVP.
2. Registration & Account Setup
Step 1: Create Your Account
- Navigate to Registration
-
Fill Registration Form
Required fields include First Name, Last Name, Ethiopian Phone Number (+251...), and a strong password.
-
Submit & Wait for OTP
Click "Register" and wait for the 6-digit OTP via SMS.
Step 2: Phone Verification (OTP)
Phone verification ensures account security and is required for all provider features.
- Check Your Phone: You'll receive an SMS with a 6-digit code (expires in 10 minutes).
- Enter OTP: Input the code to verify your account.
- Didn't Receive? Wait 60 seconds and click "Resend OTP".
⚠️ Important
Everyone starts as a "Customer" until provider KYC is approved.
Step 3: Initial Login
After successful verification, you are logged in and redirected to the customer dashboard. To become a provider, you must complete the KYC application.
3. Provider KYC Application
What is KYC?
KYC (Know Your Customer) is a verification process that confirms your business legitimacy. You must complete and get approved for Tour Provider KYC to create tour and event listings.
Applying for Tour Provider KYC
Access the application from your dashboard by clicking "Become a Provider" or navigating to /accounts/apply/tour-provider/.
Key Form Sections
| Section | Required Fields |
|---|---|
| Company Info | Business Name, Email, Phone, Address |
| Business Info | Business Type, Description, Years in Business |
| Contact Person | Name, Position, Email, Phone |
| Legal Docs | Registration Doc, Tax ID (Optional but recommended) |
KYC Status Lifecycle
4. Provider Profile Setup
Your Provider Profile is your business identity on FetaZone. It appears on all your listings and builds customer trust.
Navigate to Dashboard → "Provider Profile" to edit.
Essential Fields
- Business Name & Description: Builds confidence.
- Contact Info: Email and phone for inquiries.
- Logo: Recommended 500x500px for brand recognition.
- Location: Address, City, Sub City.
- Social Links: Adding social media links increases trust by 40%.
⚠️ Without a complete provider profile, listing creation may be restricted.
5. Payment Settings
Control how customers pay, revenue sharing, and cancellation policies.
Booking Types
Reservation Booking
Customer pays a partial amount (e.g., 40%) upfront. The remaining balance is due later directly to you.
Full Payment
Customer pays 100% upfront. You receive the full net revenue through the platform.
Revenue & Fees
Platform Fee Total: ~28% (Includes 10% Commission, 3% Payment Gateway, 15% VAT).
Funds are split into:
- Available Balance (90%): Available immediately after booking.
- Locked Balance (10%): Held for 10 days after the service date for security.
6. Creating Tour Listings
A tour is a multi-day or single-day guided experience.
Path: Dashboard → "Create Listing" → "Tour"
Multi-Step Process
- Details: Title, type, description, difficulty level.
- Location & Duration: Starting point, duration (e.g., 3 Days).
- Pricing: Price per person, group discounts, max group size.
- Inclusions: What's included (meals, transport) vs excluded.
- Itinerary: Day-by-day breakdown of activities.
- Departures: CRITICAL! You must add future departure dates for the tour to be visible.
7. Creating Event Listings
An event is a time-specific experience (Concerts, Workshops, Festivals).
Path: Dashboard → "Create Listing" → "Event"
Key Differences from Tours
- Venue-based: Requires specific venue name and address.
- Time-specific: Must have Start Time and End Time.
- No Itinerary: Not required.
- Same-Day Booking: Allowed until the event start time.
🚨 CRITICAL: Your event will NOT appear until you add event dates with start times!
8. Managing Departures
Departures control availability. Tours/Events without active future departures are hidden from search.
Access: Dashboard → Manage Tours/Events → Select Listing → "Departures" tab.
Actions
- Edit: Change dates, capacity, or price override.
- Delete: Remove cancelled dates (if no bookings exist).
- Toggle Active: Pause bookings for a specific date.
- Bulk Create: Duplicate settings to create recurring dates easily.
9. Understanding Visibility
If your listing isn't showing up, check these requirements:
- KYC Approved
- Provider Profile Complete
- Listing Status = Approved
- Listing is Active
- Has Future Departure Date (Active & Available Slots > 0)
- (Events) Event Start Time is set
10. Booking Management
View bookings via Dashboard → "Bookings".
Statuses
- Payment: Paid, Pending, Failed
- Booking: Confirmed, Pending, Cancelled, Completed
Actions
You can view customer details, add internal notes, contact the customer, download invoices, or cancel bookings (fees apply).
11. Ticket Scanner Feature
Use the web-based Ticket Scanner to verify customer tickets and check them in.
Access: Dashboard → "Ticket Scanner"
How it Works
- Open Scanner: Allow camera access.
- Scan QR: Point camera at customer's ticket QR code.
- Verify: System shows if ticket is Valid, Used, or Invalid.
- Check In: Click "Check In" to mark the ticket as used.
12. Payments & Revenue
Track earnings in your Provider Wallet.
Revenue Flow
Customer Pays: 10,000 ETB --------------------------- Deductions: 2,800 ETB (Commission + Gateway + VAT) Net Revenue: 7,200 ETB --------------------------- Available Now: 6,480 ETB (90%) Locked (10 days): 720 ETB (10%)
13. Withdrawal Process
Withdraw available funds to Telebirr, CBE Birr, or M-Pesa.
Requirements: Verified account, Minimum 100 ETB balance.
Steps: Wallet → "Withdraw Funds" → Enter Amount → Select Method → Confirm.
Processing time varies from instant to 24 hours depending on the provider.
14. Analytics Dashboard
Track total bookings, revenue growth, and top-performing listings.
Use the date range selector to analyze performance over time and export reports (CSV/PDF) for your records.
Frequently Asked Questions
Account & KYC
How long does KYC approval take?
Typically 1-3 business days. You'll receive email notification.
Can I edit my KYC application after submission?
No, but you can reapply if rejected with updated information.
What if my KYC is rejected?
Check rejection reason, fix issues, and reapply.
Listings
Can I create both tours and events?
Yes! With one Tour Provider KYC, you can create both.
Why isn't my tour showing up?
Check: KYC approved, listing complete, moderation approved, departure dates added, departure is future and active.
Can I edit a tour after it's published?
Yes, go to "Manage Tours" → Select tour → Edit.
How many departures should I add?
Add all planned dates. More departures = more booking opportunities.
Events
What's the difference between tour and event?
Events are venue-based, time-specific, and allow same-day booking.
Why must I set event start time?
Required for same-day booking cutoff and visibility filtering.
Can customers book event on the same day?
Yes, until the event start time.
Bookings
How do I know when someone books?
Email, SMS, and in-app notifications (configure in Settings).
Can I cancel a booking?
Yes, but cancellation fees apply per your settings.
What if customer doesn't show up?
You still keep the payment (no-show policy applies).
Payments
When do I get paid?
90% available immediately after booking, 10% released 10 days after service date.
How much commission does FetaZone take?
10% commission + 3% gateway fee + 15% tax = ~28% total deductions.
What's locked balance?
10% held for 10 days after service date as security.
How do I withdraw?
Go to Wallet → Withdraw Funds → Choose payment method → Confirm.
Tickets
Are tickets automatically generated?
Yes, after payment confirmation.
Can customers use digital tickets?
Yes, QR code works on phone or printed.
What if ticket QR won't scan?
Use manual entry with ticket number.
Can one person check in for group?
No, each participant needs their own ticket scanned.
Technical
What browser should I use?
Chrome, Firefox, Safari, Edge (latest versions).
Does dashboard work on mobile?
Yes, fully responsive and mobile-optimized.
Is there an app?
Not yet, but web version works great on mobile.
What if I forget my password?
Click "Forgot Password" on login page.
Support & Contact
Phone Support
+251 11 XXX XXXX
9 AM - 6 PM EAT
Other Ways to Get Help
- Live Chat: Available in dashboard (bottom-right corner).
- Feedback: Share suggestions via email or in-app form.
Glossary
Tips for Success
Getting Started Right
- Complete KYC thoroughly
- Fill provider profile 100%
- Configure payment settings
- Create compelling listings with high-quality photos
- Add multiple departure dates
- Set competitive prices
Photography Tips
- Use natural lighting
- Show destinations clearly and include people having fun
- Capture cultural highlights, accommodations, and food
- Edit for brightness/contrast
Writing Great Descriptions
- Start with a hook/highlight
- Be specific, detailed, and use bullet points
- Highlight unique features and include testimonials
- Avoid jargon
Pricing Strategy
- Research competitors and consider your costs
- Factor in commission/fees
- Offer early bird discounts or seasonal pricing
- Bundle services
Managing Departures
- Add 3+ months in advance
- Update regularly
- Close bookings when full
- Cancel/postpone early if needed and communicate changes
Increasing Bookings
- Respond quickly to inquiries
- Maintain 4.5+ star rating
- Update listings regularly
- Promote on social media
- Offer group discounts and packages
Getting Great Reviews
- Exceed expectations and provide excellent service
- Follow itinerary accurately
- Communicate clearly and handle issues promptly
- Ask for reviews post-trip