Product return is an essential experience for both seller and the customer, and that’s why it is necessary for the seller to identify products with issues in order not to affect your store/brand reputation and grow your store/brand image in the market.
Jumia also wishes to guarantee all your rights when it comes to product returns
What are the different types of product returns?
Product return types differ based on the reason for return:
A/ The customer didn’t receive the product because they refused the product at delivery or the delivery has failed from courier’s end.
B/ The customer received the product successfully, but decided to return it for the following reasons:
– The customer changed his mind.
– Wrong/defective/used/altered/fake product.
Return #1:
In case of delivery failure or refusal of the product by the customer at delivery.
We are aware of the importance for such products to be returned in a timely manner, therefore we promise that the products that have not been delivered will be returned or refunded within 21 days of the shipping date.
A/ You will receive an email to inform you of all delivery attempts, or that the customer didn’t receive the product.
From the list, check “ship the returned item” and click on the different statuses you would like to focus on.
You can see all product statuses at the bottom and “reason for shipment failure” at the right.
B/ The package will be sent to the same seller drop off center. You will have 7 days to collect:
-In case you didn’t collect the order from the drop off center, it will be sent to the warehouse where you can also collect it.
-In case you didn’t collect the product from the main warehouse within 23 days, the product will be forfeited.
In the event of product loss by Jumia, or if Jumia failed to return your product within 21 days, Jumia will pay you the product value
Return #2:
The customer received the order upon shipment, and returned it due to a product defect or because he changed his mind.
A/ Jumia after-sales team will collect the returned package. During this step, all product are accepted based on these criteria:
– Anything that can be resold, unless it has a defect or a hidden defect
– Returned product should be in its original packaging
– Product was unused
– Product doesn’t have any missing components
– Wrapped products
B/ In the event of virtual confirmation of the product (or the product meets all above mentioned criteria but the customer changed his mind), the package will be sent to the same drop off center it was received. You will have 7 days to collect (you will receive an email notification to inform you of the arrival of the package to the drop off center).
If the reason provided by the customer was invalid, the product will be returned to the customer.
Jumia bans customer who return more than 5 successfully delivered orders with a less than 50% failure rate: Those customer are banned by Jumia and they will not be able to order any products from Jumia.
Steps to collect the returned product from the drop off center.
NB: You have to follow these steps before arriving at the seller drop off center
A/ Create a new representative for your account on the seller center.
Go to Settings > Manage Pickers
Click on “Create New Picker”
B/ Enter “Picker Name”
Click on “Save”
C/ Enter the Picker password, this data won’t be visible later. In case of a lost password, password will be reset.
D/ Confirm that the picker has an ID: He will be required to show it during the collection of the returned product at the drop off center.
Valid Customer return conditions
To improve customer satisfaction, Jumia accepts the returned products in the following cases:
– The product is not the one ordered
– The product has a defect
Jumia also has a legal obligation, which provides the customer with 14 days to change his mind without the need to give reasons.
However, the customer cannot return products of the following categories:
– Lingerie, swimsuits, and sleepwear
Perfumes, jewelry, and sexual health products
– Products shipped from abroad.
In the event where the customer has changed his mind about the product, it has to be returned in the same condition it was delivered.
Example: For phones, the phone has to be returned in its original condition, so it is possible to resell it to a new customer. Jumia will not collect the package if it has been opened, and it will be returned to the customer.
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 refused to receive the product or if the delivery failed. In these cases, your products enters 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.
Here are the different steps to follow:
How to file a complaint?
- Connect to Seller Center, and click on “Raise a Claim”.
- Fill in the claim form, and enter the return issue.
- -In the claim type, enter “Returns” and choose the return reason.
- 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) or 30 days (if the seller is allocated to a drop-off center.)
- Any claim submitted after the specified period will be rejected.
- Make sure to attach supporting documents (pictures or videos from the JUMIA returns area) 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.
