Customer Protection Policy for Fulfillment by Vendor Orders
Our Customer Promise
Our Customer Promise
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BEST PRICES IN NIGERIA You are guaranteed the best prices across all products Our prices are unbeatable both online and in your local market We offer you the best bargains for both retail and wholesale purchases
BEST SERVICE IN NIGERIA We deliver to every corner and address in Nigeria We offer a 7 days free return period for products purchased Our Customer Service agents are always happy and eager to hear from you. Working hours: 8:00am - 8:00pm weekdays and 9:00am - 5:00pm weekends
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CONVIENENT SHOPPING Unhindered 24/7 access to over 200,000 products. No traffic, No queues! Risk free, stress free! Payments can be made via Cash on delivery, Credit Card or Paga. Your order will be delivered to the comfort of your home/office within 1-8 days for Jumia First orders and 2-10 days for all other orders.
100% AUTHENTICITY You are assured of strictly brand new products of topmost quality Majority of our products are protected by manufacturer's warranty All products are subject to a Quality Check to further confirm that they're 100% original
Our Customer Return Policy •
Customers may return an item for the below reasons if the return request is made within 7 days of item delivery
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Once a customer has requested a return, it may take an additional two weeks for the item to be collected and arrive at Jumia’s warehouse
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The below chart outlines the requirements for the customer for repackaging a return item before sending back to Jumia
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For more details, please visit here: Customer Return Policy REASON FOR RETURN ✓: Required X : Not required
YOUR RETURN MUST BE : New condition
Sealed condition
Complete (free gifts, accessories, original packaging)
Not damaged
Tags & labels attached
✓
✓ Product sealed should not be broke EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
Delivery - Wrong Product
✓
✓
✓
Quality - Damaged Product
x
x
✓
x
✓
Quality - Defective
x
x
✓
✓
✓
Quality - Product Condition
✓
✓
✓
✓
✓
Delivery - Parts Missing
✓
x
x
✓
✓
Website - Incorrect Content
✓
✓
✓
✓
✓
Product - Does Not Fit(Not applicable to some fashion items, check return policy on product page)
✓
✓
✓
✓
✓
Customer - Change of Mind(Not applicable to some product categories, check return policy on product page)
✓
✓
✓
✓
✓
Not As Expected
✓
✓
✓
✓
✓
Our Customer Warranty Policy •
Vendors are required to indicate if a Warranty is included for every item sold on Jumia except fashion, books, and beauty
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If a Warranty has been included, the Vendor is required to provide Service Center details for the product, i.e. where the customer may bring the item for repair in case of defect or damage
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If no Service Center details have been provided for your product, the Jumia team may call you to request this information. Failure to provide Service Center details for an item under warranty is breach of the Jumia-Vendor Operating Guidelines
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Warranty details are a material aspect of a product’s description and cannot be changed after a product has been created and sold. If you would like to change the warranty details of a product, please create a new product
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Please review this page to learn more details of our Customer Warranty Policy
Please indicate the warranty terms here
Please provide the address of the service center here
The Customer Protection Policy
Fulfillment by Vendor: Customer Protection Policy
Penalties
Definition
Criteria & Penalties
Delisting
In order to protect our customers, vendors will be charged a fee for:
In order to protect our customers, JUMIA will temporarily delist vendors based on:
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Out of stock: all items cancelled by vendor before the order is shipped
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Out of stock rate: % of valid items that were cancelled by the vendor in a given week
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Late fulfilment: all items ready to ship in more than 1 business day (24h)
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Return Rate: % of delivered items returned by customers because the product was incomplete, incorrect, or was defective.
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2 x standard commission for each item out of stock by the vendor
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If, over a 3-week period, the vendor’s out of stock rate is >5%, the vendor will be delisted.
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1 x standard commission for each item set to ready to ship in more than 1 business day.
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If, over a 2-week period, the vendor’s rate of returns due to vendor error is >3%, the vendor will be delisted.
Penalty charges will be capped at maximum of N2500 per item.
Vendors may be relisted after completing a knowledge assessment or training. Vendors delisted more than two times may not be eligible for relisting.
How Penalty Charges and Delisting are calculated
OUT OF STOCK (OOS)
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Out of stock is calculated as the number of items that were cancelled by the vendor + the number of items cancelled by Jumia because they were not fulfilled within the required timeline, divided by the number of items ordered during the period Vendors will be delisted if their OOS rate for a three week period goes above 5% Vendors will receive a penalty charge of 2 x the standard rate of commission. Every item classified as out of stock will receive the penalty charge The maximum penalty charge per item is N2500
VENDOR FAULT RETURN RATE
LATE FULFILLMENT
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An item will be considered Late Fulfilled if the item is set from Pending to Ready-to-ship status on the Seller Center portal in more than 1 business day from when the order hit the Seller Center page For example, if an order hits your Seller Center page as Pending at 11am on Friday, the vendor must set the order to ready-to-ship by 11am on Monday to avoid the penalty charge Vendors will receive a penalty charge of 1 x the standard rate of commission. Every item that is shipped and was fulfilled late will receive the penalty charge The maximum penalty charge per item is N2500
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An item will be considered returned due to vendor fault if a customer returns a delivered item and indicates the item was returned due to vendor error, including: Incorrect item Incomplete item Defective item
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Damaged due to poor packaging
The vendor-fault return rate is calculated as the number of items that were returned due to vendor error, divided by all items delivered during a given period Vendors will be delisted if the vendor fault return rate for a two week period goes above 3% Vendors will be immediately and permanently delisted if an item is discovered as counterfeit
How to avoid Penalties and Delisting (1 of 2)
UPDATE YOUR STOCK LEVELS DAILY
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Ensure the quantity of stock available for each of your items is up-to-date daily to ensure all orders can be fulfilled If an order is cancelled because the item is not available, it will be considered out of stock and will incur a penalty Orders that have been placed for your items but have not yet been confirmed by the Jumia Customer Service team are reflected on your Manager Products as “Real Time Stock” reserved for the new order and will need to be fulfilled Orders that have hit your Seller Center page but have not yet been shipped are reflected on your Manage Products page as “Reserved Stock” and will need to be fulfilled
FULFILL ORDERS CORRECTLY
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Customers expect to receive the item ordered exactly as described, including same size, color, and accessory/freebie items Ensure that every item description accurately reflects the item available in your stock If you have multiple sizes or colors of an item, create different SKUs for each color or size and ensure stock updates are done accordingly Ensure the warranty information of each item is updated correctly. Items with different warranty privileges should be listed as different items, even if everything else about the item is the same
How to avoid Penalties and Delisting (2 of 2)
FULFILL ON TIME
PACK ORDERS SECURLY
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Our customer packages travel hundreds of miles and touch many hands before they reach our customers
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Every item must be packed securely to make this journey without damage
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Jumia Vendors are responsible for providing adequate packaging for your products
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If Jumia-branded packaging is not sufficient, the vendor must supply additional packaging, including bubble wrap, a larger box, etc. Small items that are put in cartons are required to have additional protection, such as bubble wrap or space fillers Vendors are responsible for item damage due to poor packaging
Orders that are fulfilled late hurt customer satisfaction and have a lower rate of successful delivery Fulfilling orders quickly will increase your revenue and create happy customers
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Fulfilling orders on time requires two commitments from vendors: Vendors are required to set all Pending orders to ready-to-ship status within 1 business day, or they will be charged a penalty Vendors are required to ensure all orders dropped-off or picked-up by a Jumia driver staff within 2 business days from when the order was set to ready-to-ship, or the order may be cancelled as out of stock. Items cancelled as out of stock will be charged a penalty
How to complete the Issue Reporting Form •
All items dropped at a drop-off hub should be scanned as shipped before the vendor leaves the drop-off hub
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All items picked-up by a Jumia driver should be scanned as shipped by 7am the following morning
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Items that were not correctly scanned as shipped may be cancelled as out of stock for being over timeline
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What can you do to prevent this? Follow these steps:
Select Pick-up, drop-off, duplicate order
Ensure that you receive proof of drop-off or pick-up for every item handed over to Jumia
Each morning, check that all packages dropped or picked the prior day are shipped in Seller Center If not scanned as shipped, tell us immediately via the Jumia Reporting form Include every tracking number that was dropped but not shipped on the reporting form •
Vendors are responsible for letting Jumia know if an item was not properly scanned as shipped
Include all tracking numbers that were not scanned as shipped
