1. How do I raise a claim? Simply click on the “RAISE A CLAIM” button at the top left corner of your seller center dashboard and fill the form with the required information. See below. 2. What happens if I cannot raise a claim? If you are unable to raise a claim please send an email to vendorsupport@jumia.co.ke or us on 0709 726 000. 3. What are timelines for order fulfilment? Please ensure all orders are updated to “ready to ship “within 24 hours of the order dropping on your seller center and the item(s) dropped off within 24 hours of you setting to ready to ship. 4. Why do I need to drop-off my items on time? Jumia Anniversary  is an important annual sales event! As always, we want to ensure your customers get their orders quickly. Vendors that drop-off their items on time, will have a higher delivery success rate and will receive payment faster. All vendors are expected to drop-off their Jumia Anniversary items before 6pm at all hubs weekdays. 5. I am out of packaging materials. How can I re-purchase? Packaging materials can be purchased offline at all the hubs except: 6. When will I get paid for delivered items during Jumia Anniversary? We will be paying you a day after the end of your statement period. 7. I suspect that I have a duplicate order on my account, what do I do? Do not cancel the order. If you do, you will have higher out-of-stock which could result in a daily order limit. Instead, process one of the orders while you Raise a Claim or call 0709 726 000. The Jumia team will confirm duplicate order(s) on your behalf or cancel the order where applicable. You will then receive a call you back within 24 hours if the order is not a duplicate. 8. I dropped off my package, but it’s not showing as shipped on Seller Center. The warehouse team have adequate manpower to ensure that all the Jumia Anniversary orders are processed within 24 hours. If an item you dropped off is not processed by 7am the following morning, please Raise a Claim and attach the signed carrier manifest (proof of drop-off) and include list of pending orders. We will respond within 24 hours. 9. Why did the price of my item change? Vendors that have been selected to participate in the Jumia Anniversary promotions may notice a change in the prices of their items starting at 12 am on the first day of the Jumia Anniversary Campaign (22nd- 31st March. 2019). This price change is in line with your approved promotion price. 10. Can I change the price of one of my items? Yes, however, any price change that is greater than 30% from the previous price will require approval from the Jumia team. Until the price change is approved, the stock may be sold at the old price. If you are concerned about the time to approve a price change, please deactivate the SKU until the approval has been completed. 11. What do I do when I have an API Error message? For orders with API Errors, kindly Raise a Claim or call 0709 726 000 . We will send you a response within 24 hours. 12. What can I do when my Barcodes don’t scan? Please reprint the invoice and attempt drop off the next day. If the timeline for order fulfilment runs out and your barcode is still not scanning, please Raise a Claim or call 0709 726 000. The Jumia team will cancel your order to avoid any unwarranted penalties or charges. 13. What do I do when my items fail QC? Always ensure that the item being processed is the exact match of what was ordered. All attributes such as color, size, brand and specification should be an exact match to avoid failing quality check.  Items that fail quality check may be subject to penalty charges in line with our new & improved Smart QC process. Call Vendor Support on 0709 726 000 for more details. 14. Why does my store still have a daily order limit? During the Jumia Anniversary Campaign, order limitations are based on your seller score.  The pending to ship order limit means a maximum amount of order(s) will be allowed to stay in ‘Pending’ and ‘Ready-to-Ship’ statuses at the same time. Your products will be online again when at least one order has been shipped. The daily order limit means once you receive your maximum number of orders, all your products will be offline. Your products will be online again at 12 am. 15. What is the expected timeline for delivery of returned items to me? Returns will be processed as usual with all returned items routed to their hub of origin and re-routed to the Mombasa Road Warehouse after 7 days. 16.What is the vendor promises during the Jumia Anniversary ? Effective 26th October – 15th January, our vendor promise will be updated to 30 days. This means that if a delivery failed item is not made available for collection within 30 days from when the item was shipped, you will be notified to send an invoice so that we can pay you. Please note all invoices must be sent in within 14 days of notification. 17. I have both Jumia Express and Non-Jumia Express stock. Will I get a notification for Jumia Express orders on Seller Center? No, on seller center, you will get notifications for non-Jumia Express orders only, for processing. However, you will be able to view all shipped orders (Including Jumia express). 18. What is the delivery timeline for customers? Jumia Anniversary is a very important sales event of the year! The Jumia logistics team is excited to be delivering millions of orders to customers all over the country in record time. Because of higher-than-usual sales volume, we have communicated to all customers that the delivery timeline will be prompt.
Welcome to the Jumia Family- Let’s get you selling! Dear , We at Jumia are very excited to have you with us on your first few days at Jumia. During the next 30 days, we will reach out to you on a weekly basis to make sure you are fully aware of all the levers at your disposal to be successful on Jumia. A few reminders before going into the details: What do successful sellers do?
  • They know when they have an order and have enough time to FULFILL them within 48 hours.
  • They look at SELLER COACH recommendations and make smart Business decisions on pricing, replenishment and content.
  • They spend time improving their content and think RAPID (Rating, Assortment, Price, Image, Description)
  • They look for products with good conversion rate to invest SPONSORED PRODUCTS credit on.
  • They look out for the NEXT BIG PROMOTION to make sure they are ready with great process and deep stock
Also, think about the Golden Numbers: * Sellers with more than 15 different products on their shop sell 4 times more than their competitors. Make sure you bring your full shop to Jumia! * Sellers who get their first order 7 days or less after they go live tend to be more successful than their competitors Finally you are also required to join our free online training which is held every Tuesday and Thursday at 11 am. If you are yet to attend our training sessions please see these short videos on product upload and processing of orders and take the simple online test. You must attend to see your limit of 1 daily order removed from your account You’ll find below all the details you need to start selling, take 10 minutes to go through them to make sure you don’t forget anything! If you have additional questions, more details are available on the Jumia Vendor Hub Happy Selling!! What Next? Step I – Choose your drop-off hub and fulfill your first order After your products are live (visible) on the website you will be able to get orders. An automatic communication will be sent to your email for every order. For your first order, I will reach out to help you process and ship it. You will later be asked to submit it to one of our drop-off stations. You will need to bring your invoices along with your products packaged and sealed with Jumia packaging material. as per the following packaging guidelines Click on the following link to see the list of Drop off locations. In order to change your drop off hub from the default Kantaria House, please inform your Manager. Please note you can purchase packaging materials at any of your preferred drop off locations whenever you need to ship an order. Step II – Delight your customer and get paid After the orders are submitted, Jumia will ship products to the customers. All successful sales will, later be paid for via Mpesa or EFT. You will need to specify your preferred mode of payment on your Seller Center Account. Important reminder: Jumia will charge a commission for each order that reaches the customer. You will also be charged a shipping fee contribution depending on the size of the product ordered. Please find the charges below: Step IV – Continue growing your assortment of genuine products All our sellers pride themselves in selling only GENUINE and well PACKAGED products. Any counterfeit products will be automatically deactivated. Genuine means that you do not unduly use a brand name. If you face challenges in creating content, we can assist you at a small fee. Click here and submit the products you want to be created and we will follow up to make sure your products are well created. Thank you again for joining the Jumia Family, and we look forward to helping you grow a great online business. Remember to always log in to your Seller Center at least 2 times daily for updates and processing of your orders. Click here  to log in now. If you have any questions, concerns, or disputes feel free to Raise a claim The Jumia Business Advisor Team.
One Week Already! Dear , Congratulations on your first week at JUMIA!! One week ago, you embarked on your journey with Jumia. Time flies! We want to take this opportunity to remind you of our free online training which is held every Tuesday and Thursday at 11 am. If you have not received an order in the first 7 days of being Live, we want to make sure this happens to you and share: 1.    Guidelines on how to convince your customers 2.    A simple routine based on what our best sellers do How to convince your customers Step 1 – Have great content Good content on your product pages helps the customer trust you. This requires pictures from multiple angles, size guides for fashion items, and great description of the fabric used, technical specifications and functionalities across rest of the categories. Your customers should know exactly what they are getting! Below is an example of what it looks like for FASHION. Step 2 – Win the buy box What is the buy box? This refers to the orange box on the right side of the Jumia product page, where customers can press to add an item to their shopping cart. Pricing is very important as it determines whether you sell or not. One of the most obvious effects pricing will have on your store is an increase or decrease in sales volume. When the price is right, it reflects in your sales. IMPORTANCE OF SELLER SCORE Seller score is your rating based on the following parameters;
  • Your cancellation rate: This happens when you get an order, but you cancel instead of delivering. Always make sure you never cancel your order
  • Your shipping rate: This is how fast your drop your product at your drop off location once you get an order. Always drop your product as soon as possible to get a higher seller score
  • Your quality score: This is a rating given to you by the customers who buy your products. Always sell quality products to avoid a low-quality score.
You can see your seller score rating on the homepage of your Seller Center: Step 3 – Get more traffic You can increase traffic to your online store by making use of our sponsored products. SPONSORED PRODUCTS Benefit of sponsoring your product is that it will appear on the main page and increase your products’ visibility in turn increasing sales probability. Please click on the link below to learn more on how to sponsor products https://sellercenter.jumia.co.ke/promotion/sponsored-products/introduction Step 4 – Fulfill your orders Selling online is very different compared to offline. If you don’t deliver fast to your customers, they will never forget, and never come back. A simple checklist to succeed step by step We will be reaching out to you once you get your first order to make sure everything is clear to you. How to view how you are getting paid In order to understand what you are owed, you should go to your account statements If anything is not in line with your expectations, you should raise a claim by clicking on the “Raise a Claim” button at the top left of the page. Happy Selling! Your Jumia Business Advisor Team.

Helping You Sell Better!!


Dear <seller name>,

Two weeks have passed since you joined us, amazing! Let’s check on your progress and make sure you are all set to continue your journey on Jumia!

To upload great content and increase your sales conversion, please refer to our product creation & quality guide 

If you have not sold yet not to worry:

  • First make sure you follow the RAPID rule (Rating, Assortment, Price, Image, Description).
  • Checking your products every day and updating them as much as possible (description, price, etc.) its very important to stay ahead of your competitors and attract your customers.

If you have received an order and did not process it yet: please note, you only have 48 hours to do it! We advise our sellers to ship their orders quickly to delight the customer’s trust, thus increasing their frequency of shopping from your store.

This is for your own good as not fulfilling an order will both harm your relationship with customers and lead to some potential penalties.

Click on manage my orders  to see more details on how to properly fulfill an order.

If you have sold and processed an order: congratulations! You will see the corresponding amount added to your account statement on Seller Center soon after your customer receives the order.

Log into your Seller Center account to keep track of the money owed to you by Jumia: go on ‘Report’ then “Accounting report” to see the details. Click here to see how to manage your finances to have more details on how to get your money.

If you haven’t taken our Onboarding Test, your daily order limitation is set at 1: this means you are only able to receive one new order per day.  

Please create some time and attempt the online test.

If you have any questions, concerns or disputes, kindly raise a claim.

The Jumia Business Advisor Team.

Happy Anniversary, one Month Already! What’s Next.

Dear ,

Your first 30 days as a Jumia Seller are behind you, congratulations! This is a key step in the life of a Seller on Jumia and we want to make sure you are clear on the next steps.

Use our communication channels:
From now on, you will be in touch with Jumia through 2 main channels in addition to 1 other social media support platform.

1. VENDOR SUPPORT: we have a dedicated team that you can reach out to by raising a claim on Seller Center. They might be reaching out to you by phone or email to attend to your support needs.

Alternatively, you can always reach out to them through the following email: vendorsupport@jumia.co.ke  and Numbers: 0709 726000 and you will get the required level of assistance

2. JUMIA BUSINESS ADVISORS: this is a team of e-commerce experts who will be reaching out to you to advise you on how to grow your business on Jumia (for example if you have products that are not priced competitively or best-selling products which are out of stock), inform you on upcoming campaigns.


We also have a vendor Facebook page which is a platform where you can comment and have your queries sorted:


Remember your checklist
What do top sellers do?

  • Monitor their store on Seller Center and fulfill orders within 48 hours timeline.
  • Use Seller Coach for informed analytics and recommendations.
  • Improve product content and think RAPID (Rating, Assortment, Price, Image, Description).
  • Join Promotions to increase sales.
  • Invest in Sponsored products for optimized visibility.

One very important thing: check your emails every day! You will be receiving notifications each time you get an order. These emails will look like this and you will be able to access the details of the order by clicking on a link within the email.


UMESOTAUSITENSE!!! Jumia has got you covered when it comes to finances. You don’t have to close your shop just because you don’t have the finances.

Jumia offers you loan that will increase your capital and ensure you are able to stock up and never lose on any customer because of out of stock. For more information, follow this link to read about the terms and conditions as applicable.


Get ready for our upcoming commercial events
Always check under promotions to see upcoming campaigns and commercial events.

Use Seller Coach
To stay one step ahead of your competition, use this free service available on Seller Center.



We hope this information was helpful and will be the steppingstone to your online success. As the Jumia business Advisor team strongly believe in your potential to build a great business online, and we wish you all the best.

 Henry Ford once said;

 “Quality means doing it right when no one is looking.” 

The Jumia Business Advisor Team.