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Franklin

RETURNS PROCESS REVAMPED

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You have talked, and we have listened? Being compensated for items or packages is a long and arduous process. As of 4th of February we will be changing our process to make this compensation faster.

How does this work?

You’ll be required to accept all your returns and delivery fails regardless of the condition. In case you have an issue with the items or packages you will be expected to raise a claim within 2 hrs and log in the claim with the agent at the drop off station. Attaching the relevant documentation and photos to support your claim.

Vendor support will validate the claim within 48 hrs and compensation will be made with your next statement.

For example.

How to Raise A Claim?

  • Login on to your seller center
  • Click on Raise a claim

  • Input your email address that is registered to your store
  • Input your store name as it is on Seller Center
  • Select the Claim type
  • Fill the all relevant information to help us resolve the issue faster and submit.

That’s it! Refunds will be credited to sellers’ payment account after your claim checks out, and they will no longer have to raise invoices and wait weeks for your product to be compensated.

Processing Orders

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Table of Contents

Lesson Objectives

How to

Important notes

Lesson Objectives

Now that you have learned how to add products one by one or using the “Sell yours” feature on Jumia, and how to manage and/or update your products the next step is to manage your orders once the start coming in.

By the end of this lesson you should be able to:

  • Move your orders from Pending to shipped
  • Understand the the packaging guidelines
  • Understand how to order packaging material from Jumia

How to

Managing orders is an essential skill that you need to always keep your customers receiving as soon as possible

Moving your orders from pending to shipped



Understanding the Packaging guidelines

Before processing an order you need to understand our packaging guidelines. As a rule all items that are sold through Jumia have to be packed in Jumia packaging material.

There are a couple of steps you would need to take before actually buying the packaging material.

  1. Understand the packaging guidelines
  2. Buy the packaging material

Tips!

You always need to have the packaging material with you whenever you are selling on Jumia. When you buy the packaging material you need to come and collect it within 12 hours.

Never pack your products in the Jumia Packaging material before you have brought them to Jumia for drop off.

The items will be quality checked and then if they pass the QC that is when you pack them

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No Vendor Rejection Process

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What is the new process?

In effect, the new process will require the vendors to collect all reversed packages and if they have an issue with those packages, they are to raise a claim using the vendor claims form. Once the form has been filled in, the details will be sent to the vendor issue resolution team who will approve or reject claims based on a matrix they have and the present and past details of that vendor. Initially this will be a manual step executed by the VIR team but it will eventually be automated.

What is the goal of the new process?

The goal of this new process is to improve our VXP (shorter issue resolution SLAs) and improve Jumia Services reverse-flow operations (reduction of volumes directed to after-sales and end of RTV rejections backlog).

How can our vendors get on board?

Before the operations start to push for this new process in the last mile (VDO) hubs, a set of communications will be sent in advance to all vendors explaining to them the changes that will be made and explaining the advantages for both sides of raising a claim instead of rejecting RTV packages. The RTV agent will help the vendors raise their first claims at the hub.

In the case where a vendor still wants to reject a package on the spot, the hub operator would highlight to you the advantages of the new process and explaining what happens if the vendor rejects the package and leaves it at the hub.

If the vendor still insists on rejecting and leaving the package in the hub, the package will be reversed to after-sales where it will be forfeited, submitted to quality control and moved to inventory or quarantine depending on QC result.

What are the advantages of this new process?

The main advantage of this change for you the vendor is that you can get quicker issue resolution and compensation for returned items.

The advantages for the vendor are:

  1. Replacing ownership issues with financial issues during vendor issue resolution as these are easier to solve.
  2. Eliminating the need to ask for invoices to complete forfeitures for rejected RTV packages.
  3. Improving the vendor experience.

How will a vendor raise a claim?

  • The vendors should only raise a claim related to a return in case of any issue with the returned item;
  • The claim has to be submitted by the vendor within 2 hours after receiving the RTV package;
  • Go to Seller Center and click on ‘Raise a Claim’;
  • Choose the reason for the claim;
  • Explain in the additional comments box the reason for the claim;
  • Attach all the relevant documents and pictures that support the claim.

What if a vendor wants to raise a claim for several packages (all delayed, for example)?

The vendors can make a maximum of four claims per package.

How can Jumia track those vendor claims?

All vendor claims will be treated and tracked as tickets in Salesforce.

Failed deliveries

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Occasionally packages are returned to us as undeliverable. When the 3PL returns an undeliverable package to us, you will be issued a full refund (including shipping charges).
Orders that are returned to us as undeliverable are not able to be re-shipped.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.

Reasons for failed deliveries

There are many reasons that a package may be returned to us as undeliverable.
Incorrect Address/Missing Information.
The package is typically returned to us by the carrier or the unintended recipient if the address is incorrect, has typos, is missing information (such as an apartment number or ZIP code), or is outdated (such as a previous residence).
Secure Location.
Your package may be returned to us if there is no safe place to leave the package at the point of delivery, where the package is safe from weather and is not visible to passersby.
Unable to Access.
Your package may be returned to us if the carrier can’t access the delivery location due to no access code and can’t obtain the information after multiple attempts.
Failed Delivery Attempts.
Most of our carriers make three attempts to deliver a package. High value packages merchandise will always require a signature; otherwise, it is generally up to the driver’s discretion to determine whether a signature is required. After three attempts, the package will be returned to us.
Damaged During Transit.
If a package is damaged on its way to you, the shipper may return it to us without attempting delivery.
Other Transportation Problems.
Packages can be sorted to the wrong carrier or labels can be damaged such that the carrier is unable to determine the correct delivery address.
Refused by Recipient.
If a recipient is not expecting a package, they may refuse it if they believe it was sent to them in error.

Dropoff/pick-up

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Table of Contents

Lesson Objectives

How to

Important Notes

Lesson Objectives

By the end of this lesson you should be able to:

  1. Learn how to drop-off your items
  2. Learn how to set your items as ready for pickup

How to

Set your orders as ready to ship

  • Login to your account on Jumia Seller Center or download the App
  • Go to orders tab click it and go to manage orders
  • Check the items inside the order.
  • Select the order you want to process
  • Select the drop-off hub/shipping provider
  • Print all documents
  • Mark the order as ready to ship

Drop-Off your items at the drop-Off hub

How will the package look like

See here to check our vendor guidelines on  how to package your products

Keep the package open for QC

Where will I drop-off my package

You will be dropping off your package to the drop off hub selecting when you set the package to packed.

Here you can see the drop-off hubs available in the country with detailed addresses.

Important Notes

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Can I use my own packaging material?

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Table of Contents

Lesson Objectives

How to

Prerequisite

Lesson Objectives

By the end of this lesson you should be able to:

  1. Know if you have to use Jumia packing material or you can use yours
  2. Know the guidelines for the materials in case you’ll use your own
  3. Which packing items you’ll have to get from Jumia

Prerequisite

You need to understand how to pack you order:

Click here to understand the guidelines on how to pack your orders.

How to

As Jumia, we always works in alignment with our sellers so we have updated the process of packaging materials to make it easier for our vendors, keeping all options open.

Packing Materials to be used must be bought from JUMIA and they include

  • Fliers,
  • Boxes
  • Bubble wraps
  • Shrink Wrap
  • Tapes

At all points we encourage you to have the packaging material on hand before you start receiving orders which means you need to buy them beforehand. Note we will not ask you to pay upfront for the packaging material you buy, you make an order collect and as you sell we recover our costs for the packaging material.

To order for packaging material click here

Important Steps to remember

  • Read and understand the packaging guidelines
  • Order for packaging materials
  • Collect in 12 hours from your drop off point
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Walk Me

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Table of Contents

Lesson Objectives

How to

Important note

Lesson Objectives

Whether it’s before or after you attend the training, you will sometimes need some hints or steps to show you how to do some simple tasks on your account such as “How to add a product, how to set an order as Ready to ship… etc” and for such situations we created the “Walk Me” option which will allow you some guidance to show you the steps to do such tasks.

By the end of this lesson you should be able to:

  • Use the “Walk Me” tool.
  • Access the easy instructions on how to handle simple tasks on Seller Center.

How to

You will always be able to access the tool to walk you through the steps of managing your account from within the seller center,

You can find it at the lower right corner in the Seller Center

Here we will go through one of the options “Set Order to Ready to Ship” as an example and the same concept will be applied on the other options in the menu.

  1. From the lower right corner in the Seller Center.
  2. Click on “Seller Center Assistant”.
  3. Then “Set Order to Ready to Ship”
  4. A pointer will appear on the page to guide you to click on “Orders”.
  5. Then it will ask you to click on “Manage Orders”.
  6. After this it will take you to the order management tab and there you will find a button called “Move to Ready to Ship” Click on it.
  7. A new pop up will appear asking you to click on “+”
  8. Then you’ll be asked to check the boxes in front of the order you’d like to ship.
  9. And it will then ask you to click on “Ready to ship”
  10. A pop up will appear asking you to click on “Create Package & Next”
  11. It will ask you to click on the buttons to reach the “Ready to ship” button
  12. And then the order will be moved from Pending to Ready to Ship successfully.

You can use the same concept for the previous steps to learn any of the titles available in the “Walk Me” tool.

-Take a Tour on the Seller Center.

-How to setup your profile information

-Move order to Ready to Ship

-Add a Product

-Check your Account Statement

-Hubs locations and working hours

Important Note

This is only in case you just need quick intro or simple instructions regarding how to do one task quickly, but you still need to attend the full training “Offline or Online” to be aware of the entire process and how it fully works.

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Holiday Mode

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Table of Contents

Lesson Objectives

How to

Lesson Objectives

By the end of this lesson you should be able to:

  • Put your store on Holiday Mode
  • Reactivate your products after the holiday is over

How to

There will be times when you need to take a break or close your products on the website for a while to avoid receiving orders that you can’t deliver in order not to have cancellation and fall into penalties or seller score drop, and for such situations we created the Holiday mode feature.

  • From within your Seller Center click on Settings tab.
  • Choose “Your Profile” from the menu.
  • Inside “Your Profile” scroll all the way down to the bottom of the page.
  • Here you can find the “Holidays” option.
  • You need to set the start and end dates for your holidays.
  • The store will automatically be set to Inactive in the Start Date.
  • And will automatically be reactivated in the End Date.

Tips!

This is only in case it’s a holiday that only you want to take, not a public holiday or normal weekend as these are already set as holidays by Jumia. Which means the orders you’ll receive during these days will be waiting for you in your account until the public holiday or the weekend is over to check on them and start handling your store normally.

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Manage Products

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Table of Contents

Lesson Objectives

How to

Important notes

Lesson Objectives

Now that you have learned how to add products one by one or using the “Sell yours” feature on Jumia, you want to manage and/or update your items to always keep your shop fresh & up to date.

By the end of this lesson you should be able to:

  • Make a copy of an existing product.
  • Edit product details including (Name, Description, Photo…)
  • Search for specific item in your marketplace to view it on Jumia website.
  • Quick edit for (Price, Stock, Sale Price)
  • Show/Hide products on Jumia website.
  • Know the reasons if item isn’t live on Jumia website.
  • Track bestselling items.

How to

Managing products is an essential skill that you need to always keep your customers viewing your products with their current updates.

Copy product

  • In case you have a different color or a similar item to one that is already createdyou will need to create it in a separate SKU.
  • Please note you can’t add different colors under the same SKU(product) or edit an existing SKU(product) to refer to a new color as each color needs to appear on a separate result on Jumia website, but there is a very easy way to create the new color item.
  • You can take a copy from the existing product in order to Edit it and save it as a new product with the new SKU details.
  • Under Products > Manage Products You can click Edit after the action column
  • Under Edit Click on Copy product.
  • This will create a new copy of the product already existing on your seller center which you can edit the details inside to match the new item (color, name, photo, SKU…)
  • After adding the new product photos you can click Submit and finish so the product will be submitted as a new product creation and will appear on your products list as a new separate product.
  • The new created product will undergo a review process that takes a maximum of 48 hours.

Edit details

  • You can edit details of a product either (Name, Description, Photo…).
  • Under Products > Manage Products You can click Edit in front of the SKU already created.
  • Under Edit Click on Edit details.
  • This will take you inside the product where you can navigate between all four pages to edit all details of this product.
  • The updates will undergo a review process that takes a maximum of 48 hours.

Product details

  • You can find details of the items listed inside the Manage products tab.
  • Under Products > Manage Products You will be able to find a list with all details of the items in your account.
  • Here you will find Product name which will also show you the picture of the item when you hover with your mouse over it.
  • You can also find SKU which will show the SKU for this item in case you need to search using it or sort using it.
  • Then you’ll find Created which will show the date when this product was created.

Edit Price and Stock

  • After Created you will find the tab Price which shows the price you set for your products and you can simply edit the price by simply clicking on the price of the item you want to edit and just type the new price inside the box and click Save.
  • You will also find Sale Price that will allow you to apply a sale on your product. Simply click on the box under Sale Price which will open a popup that allows you to set a discounted price that will appear on the product page showing the original price of the item on the website while letting the customers know that you are currently offering them a discount and you have to choose a start date and end date for your discount.
  • Next you will find Available which shows the number of stock supposedly available from this item in your store. You can edit this stock by clicking on the number of the stock of the item you want to edit and just type the new stock inside the box in front of Allocated Stock and click Save. *You can edit product stock wither increase it or decrease it as long as the stock you will type in will be available stock.
  • After this you can see the Visible tab which shows you whether your item is visible on Jumia website if you search for it or not if it shows (✓) this means item is active and visible if you search for it and you will find the item name is a hyperlink which you can click to direct you to the product page directly, if it shows (✘) this means item is not active and is not visible if you search for it on Jumia website either due to a reason from the system or just because you turned its visibility off, you can simply click on the (✘) and this will show you the reason why this item isn’t visible on the website whether it’s lack of stock, rejection in QC or you just turned it off and you can simply fix the reason to get the product live again.
  • Next is the Active tab that allows you to either to activate the item to be shown on the website or deactivate it in case you don’t want to make it visible on the website for any reason you might have. You just toggle the switch between (ON/OFF) to either turn product visibility status on or off.

Manage Products page also allows you to view more details about other aspects of your created SKUs

On the top of the page above the titles we talked about already you can find different options to filter your products.

  • Live: This one will show only the SKUs after being reviewed and they become live on the website.
  • Image Missing: This one will show the SKUs that were partially created and they are missing the Images and from here you can find them and start editing them to add the Images and finalize the creation process to start their review process and get them to become live on the website.
  • Poor Quality: Here you can find the SKUs that didn’t pass the review process and in front of each rejected item you will be able to find the reason for rejection whether it’s (Different image needed, Separate colors creation, Fake brand). You can click edit the product and update the rejected parts to match the quality needed and get it into the review process again to be approved.
  • Sold Out: This will show you the products with zero stock in order to be able to refill their stock again to get them back to active status
  • Best Selling: Here you will find the items that have the most sales in your store to let you be aware of their updates and make sure they always have stock as they get you the biggest sales revenue
  • Inactive: This tab will show the products that aren’t visible on Jumia website whether the reason is you set them as OFF or they are still under revision.

Tips!

Check your products daily to always make sure stock is up to date and in case product info needs modification and to be aware which of your products are best sellers to focus on them properly.

Important Notes

Managing products is one of the ways we will build a good experience for our customers, therefore you need to ensure that your shop is managed properly from a stock point of view

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