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Penalties & Fees

By 2019-04-29Uncategorized

Out of Stock (OOS) Customer Compensation

As you already know, the greatest blocker to online shopping in Kenya is lack of trust.  Customers are concerned the product ordered will not be the same as the one delivered, that it will not be delivered on time, or – worst of all – that it will not be delivered at all. We want to change this, and you can help us – first, by keeping your stock up to date at all times and second, by cancelling the order as soon as possible if a product is out of stock.

In line with the above, we will decrease our OOS compensation fee if you cancel the an order you cannot ship early (the same day!) and increase it if you cancel it late (after day 2).

Out of Stock (OOS)

When

If you cancel an order you cannot ship…

Customer Compensation (KES)

Previously

Whenever

2x commission, min 500, max 1000

Started August 15th 2018

The same day

1.5x commission, min 375, max 750

The next day (D+1)

2x commission, min 500, max 1000

2 days later (D+2)

2x commission, min 500, max 1000

3 or more days later (for exceptional cases)

3x commission, min 750, max 1500

Jumia Shipping Fees and Jumia Express Storage Fee

Shipping Fees

When

Item classification

Jumia Express storage =<90 days (KES)

Jumia Express Shipping Cost Contribution (KES)

Drop Shipping
Cost Contribution (KES)

Previously

Small

40 / item per month

Fully subsidized by Jumia

50 / package

Medium

300 / item per month

Fully subsidized by Jumia

150 / package

Large

600 / item per month

Fully subsidized by Jumia

250 / package

FMCG and selected Beauty & Baby

20 / item per month

Fully subsidized by Jumia

25 / package

Fashion

35 / item per month

Fully subsidized by Jumia

50 / package

Started August 20th 2018

Small

40 / item per month

30 / package

50 / package

Medium

200 / item per month

100 / package

200 / package

Large

400 / item per month

150 / package

300 / package

FMCG and selected Beauty & Baby

20 / item per month

10 / package

25 / package

Fashion

35 / item per month

25 / package

50 / package

Customer Compensation for Bad Quality Products

Returns Compensation – Vendor Related Reasons*

When

Customer Compensation (KES)

Previously

500

Started August 20th 2018

2x commission, min 500, max 3000

Vendor Related Reasons* – Wrong item (item different than the website: different color, size, brand, other characteristics), Item is incomplete (has missing parts), Item is defective (tech issue), Item does not turn on (DOA-dead on arrival), Item is expired

Jumia Penalty Fee for QC(Quality Control) Fail

Quality Control Fail – Compensation for Dropping Off Wrong Item

When

Customer Compensation (KES)

Previously

500

Started August 20th 2018 (No Changes)

500

Vendor Related Reasons* – Wrong item (item different than the website: different color, size, brand, other characteristics),

Commissions

Please refer to your commissions and fees by following the following steps.

i) Go to SettingsYour Profile > Commission and Fees
ii) Click on “view” on the commission rate
iii) All categories are highlighted and you can view each commission charged for all categories for any delivered final items from selling on Jumia

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