VIBE, how does it work?

You can find all the VIBE program in detail, right here.

More informations for you :

  • E-mail notification if you have late orders.
  • E-mail notification if you have too many returns due to quality issues.
  • E-mail notification before any penalty application.

There will be no more deactivation, but a better customer protection policy :

  • Automatic order regulation in case of delays or recurring stock shortages.
  • Automatic sales regulation for items with high return rate due to quality issue.
  • Automatic deactivation of the Seller Center account in absence of seller activity

Simple & clear fees to compensate the customer in case of :

  • Order cancellation due to stock shortage.
  • Delivery of bad quality or counterfeit items.

What happened?

Mail alert

Vibe action

Late fulfilment Everyday at 6 am Everyday at 11 pm
Daily order regulation for items having quality issues Every Wednesday at 6 am Every Thursday at 9 pm
Return fees per return due to quality issues Every Wednesday at 6 am Every Thursday at 9 pm
Stock shortage issues Every Wednesday at 6 am Every Thursday at 9 pm
Customer compensation per out of stock Every Wednesday at 6 am Every Thursday at 9 pm
Vacation mode automatic activation Same day at 6 am Same day at 7 pm
Customer compensation per counterfeit Every Wednesday at 6 am Every Thursday at 9 pm
Seller Center account deactivation in case of repeated counterfeit sales Every Wednesday at 6 am Every Thursday at 9 pm

You will find the rules in detail here.

If you still have, or have different questions, please contact us mentioning your misunderstanding:

    Call us: +2 26148616

VIBE, mails & informations

You will receive a notification by email in advance before each action or measure. This will give you time to react so that your Seller Score is not degraded and a VIBE measure is activated. For more information, please contact our support team:

    Call us: +2 26148616

What happened?

Mail alert

Vibe action

Late fulfilment Everyday at 6 am Everyday at 11 pm
Daily order regulation for items having quality issues Every Wednesday at 6 am Every Thursday at 9 pm
Return fees per return due to quality issues Every Wednesday at 6 am Every Thursday at 9 pm
Stock shortage issues Every Wednesday at 6 am Every Thursday at 9 pm
Customer compensation per out of stock Every Wednesday at 6 am Every Thursday at 9 pm
Vacation mode automatic activation Same day at 6 am Same day at 7 pm
Customer compensation per counterfeit Every Wednesday at 6 am Every Thursday at 9 pm
Seller Center account deactivation in case of repeated counterfeit sales Every Wednesday at 6 am Every Thursday at 9 pm

If there was indeed an error, any action or action taken will be immediately canceled :). To process your request, please specify the order number and the error in question, you can contact our support team for more information:

    Call us: +2 26148616

You will find the rules in detail here.

If you still have, or have different questions, please contact us mentioning your misunderstanding:

    Call us: +2 26148616

Sales Limitation

All order regulations (on the sale of products with quality problems or linked to your stock-out rate) are calculated each week. If your performance has improved and your operational problems have been resolved, your regulation will be automatically removed.

The easiest way to improve yourself is by reading our tutorials on the Vendor Hub and participating in our training sessions offered by our Jumia Academy team.

    Find our tutorials here, and our Youtube channel here.
    You can sign up for our training sessions here.

You can always contact our support team for more information:

    Call us: +2 26148616

If there was indeed an error, any action or action taken will be immediately canceled :). To process your request, please specify the order number and the error in question, you can contact our support team for more information:

    Call us: +2 26148616

Costs & Customer Compensations :

These are not financial contributions but customers compensation for the sudden damage, or Jumia discount coupons to buy new products on the site.

These financial contributions are intended to improve your brand image and that of our platform to increase sales.

If there was indeed an error, any action or action taken will be immediately canceled :). To process your request, please specify the order number and the error in question, you can contact our support team for more information:

    Call us: +2 26148616