Tips to avoid returns
To maximize customer satisfaction, Jumia accepts product returns in the following cases:
– The product is not the one ordered
– The product is defective
In addition, Jumia has a legal obligation to offer the customer a 14-30 day withdrawal period during which he has the right to change his mind without having to justify himself.
However, customers are not allowed to return product from specific categories as per CPA:
– Innerwear, swimsuits, gym wear, sleep wear
– Perfumes, jewelry, health & wellness products
– Products shipped from overseas
If the customer returns an item because he changed his mind, the product must be returned in its original condition.
Example: For mobiles, the item must be sealed in its original condition so you can sell it once again to a new customer, if the item was returned unsealed then JUMIA will not accept the item and return it back to the customer.
Tips to avoid returns
Here are some tips to help you reduce return rates:
– Make sure the product description and photos are accurate, and that they are 100% identical to the real product, and in line with the customer’s expectation of the product.
– Make sure to ship the correct product (Example: Color, size)
– Make sure to ship only original products (Example: nonidentical product or high copy or fake product)
– Make sure to follow our packaging instructions to guarantee that the customer will receive in the package in its original condition.
– Make sure to ship all the products ordered by your customer from your store.
How and when to “raise a claim” about returns
In which situation can you “raise a claim” about returns?
Your products can be rejected during quality check or in case the customer refuses to receive the product or if the delivery failed. In these cases, your products enter the “return to vendor” process
In some cases (defective product, wrong product, wrong model, damaged factory packaging, etc…) You can refuse the rejection reasons and raise a claim.
How to file a complaint?
Connect to Vendor Center, and click on “Raise a Claim”.
Finally, attach the photo/video taken at the returns center (drop off station/ central returns hub) as proof of the return claim, and file the claim.
What happens after raising the claim?
Our seller support team will review the claim and decide whether it is valid.
- Valid Claim.
- The value will be refunded within 7-14 working days.
- You will be asked to keep the product.
- Invalid Claim.
- There won’t be a refund.
- You will be asked to keep the product.
Basic directives.
The claim must be raised within two business days starting from the date of returned product (if seller allocated to a pick-up module, drop-off station and Jumia warehouse ) Any claim submitted after the specified period will be rejected.
Make sure to attach supporting documents (pictures or videos from the JUMIA returns area in the drop-off station or Jumia warehouse) to the submitted claim.
You should not leave the rejected packages at the center.
All claims will be reviewed within one to two business days.
Any package left at the center will be confiscated.
Raising an invalid claim will affect the eligibility to raise any claims in the future.
