This has been designed to aid customer experience

1. CustomerProtection Policy
for
Fulfillment byVendor Orders

2. OurCustomerPromise

3. BESTPRICESINNIGERIA
• 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
BESTSERVICEINNIGERIA
• We deliver to every corner and address in Nigeria
• We offer a 7 days free return period for productspurchased
• Our Customer Service agents are always happy and eager to hear from you.
Working hours: 8:00am - 8:00pm weekdays and 9:00am - 5:00pmweekends
CONVIENENTSHOPPING
• 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 CustomerPromise

4. TheCustomerProtection Policy

5. Outofstock
• 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
• Out of stock occurs due to unavailability of the product or
inability for vendor to drop off the product at the drop off centre
WrongProduct FulfIlment
• Wrong product fulfilment occurs when the item ordered by customer
is different from what was delivered to the customer; based on
• Wrong colour
• Wrong size
• Wrong product
• Wrong brand
• Defective product
LateFulfilment
• Late fulfilment is number of items not dropped off within the stipulated
drop off timeline, divided by the number of items ordered during the
period
• 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 morethan 1
business day from when the order hit the Seller Center page or not
dropped off 24hrs after been set to Ready-to-ship
Fakeproducts
• Counterfeit product is selling products not manufactured by the manufacturer
Customer Protection policy
This policy has been designed to improve customer experience and protect your Customers from;

6. Impact of not fulfilling our promise to customers
Your Business:
• Loss of sale
• Penalty charge
• Low credibility (disappointed
customers may not come back to buy
from you)
Our Business:
• Decrease in customer loyalty
• Waste of marketing spend
• Product delisting leads to decrease in sales
revenue and assortment on the website
Richer
Vendor
Strong
Vendor
Happy
Customer
Returning
Customer

7. DelistingPenalties
Criteria&
Penalties
In order to protect our customers,vendorswill bechargeda
fee for:
• Outofstock:Vendors will receive a penalty charge
of 2 x the standard rate of commission for each
item in an order.
• Latefulfilment: 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
*
In order to further protect our customers,JUMIA will
temporarily delist vendorsbasedon:
• Outofstockrate:%of valid items that were cancelled
bythe vendor in agivenweek
• ReturnRate:%of delivered items returned by
customersbecausethe product wasincomplete,
incorrect, or wasdefective.
Penalty chargeswill becappedat maximumof N2500per item.
Minimum commission of 300naira applies
• If, overa3-weekperiod,thevendor’soutofstockrate is
>10%,the vendor will bedelisted.
• If, overa3-weekperiod,thevendor’srateofreturns due
tovendorerroris>5%,the Product will be delisted.
Fulfillment by Vendor: Customer ProtectionPolicy

8. Smart QC
The Drop off QC fail charge is a fee for every item that fails quality check at the drop off hubs or warehouse due to being wrong, defective, used,
refurbished or counterfeit.
QC failure reason Charge Definition Example
Wrong item N10,000
Fulfilled an item different from what was
ordered
If an item is rejected at the drop off point because it
does not physically match what was ordered. This
applies to wrong color, shape, technical characteristics,
brand, swapped invoices.
Defective item N10,000
Fulfilled items not working in line with
specifications, items missing parts, broken
seals or stains.
If an item is rejected at the drop off point because it is
damaged, incomplete, not functional or not usable. e.g.
missing item or parts, damaged or broken
item/package, stains, stitch defects, misplaced or
broken seals, items that do not power on.
Used/Refurbished item N50,000
Fulfilled item(s) that have been previously
used
If an item is rejected at the drop off point because it is
not new e.g. item looks used/has been used or is
refurbished.
Counterfeit item N50,000
Fulfilled item(s) that have been verified as
counterfeit
If an item is rejected at the drop off point because it is
counterfeit.

9. How to avoid penalty
 Product Quality/Returns: To meet customer promise of top most quality at every day low prices
 Check product before packaging
 Test unsealed products in electronics category
 Warranty on all eligible products
 Adhere strictly to packaging guidelines
 Price must match product quality
 Ensure that every item description accurately reflects the item available in your stock
 OOS: To meet customer promise of unhindered access to over 200, 000 products
 Check sellercenter daily to update stock and price
 Check product description
 Leadtimes:
 Set your items to Ready to ship within 24hrs
 Drop off your items within 24hours
 Ensurethat you receiveproofof drop-off(carrier manifest) for every item handedover to Jumia
 Eachmorning,check that all packagesdropped or picked the prior day are shippedin SellerCenter
 Counterfeit
 Ensure you purchase products from manufacturer or reliable supplier

10. How to raise a claim
• If you have been wrongly charged, tell us immediately using the Raise a
claim form on sellercenter