The return process is a pillar of both Vendor and Customer Experiences. Therefore, it is essential for you vendors to know what is at stake and how you can develop your brand reputation in the eyes of the customers.
In the meantime, Jumia also wants to ensure that your rights are guaranteed in the different return processes.
What are the different types of return?
The return process varies in function of the return reason:
A/ The customer didn’t receive the item because he rejected it at the delivery or because the delivery failed.
B/ The customer accepted the item at the delivery but then decided to return it for those reasons:
– Customer changed his/her mind
– The item is wrong/defected/used/refurbished/counterfeit
A/ Jumia After Sales team gets the package back. At this step, they accept all the articles with criterias as following:
– Anything that is resalable unless it has a defect or hidden defect
– The returned product must be in its original packaging
– The product has not been used
– No part of the product is missing
– Sealed products
B/ If the default on the item is confirmed (or the item respects all the criteria mentioned above but the customer changed his mind), then the package will be sent to the same VDO where you dropped it. You will have 7 days to pick it up at your drop-off hub failure to do so the package will be sent to the delayed hubs where you will still be able to pick it up for the next 23days if not collected then the item will be forfeited
If the reason given by the customer to reject the item is invalid, the package will be sent back to the customer.
Jumia can also blacklist a customer from buying items. Indeed, if a customer gets more than 5 shipped orders but with a success delivery rate inferior than 50%, then this customer is banned from Jumia
Make sure that the person that will pick the item is registered as a “picker” in Vendor center
Create a new representative in your Vendor Center account.
Go to Settings > Manage Picker
Click on Create a Picker
Enter the “Name of the representative”
Click on “Save”
Record the representative’s password, this information will not be visible later. In case of loss, the password must be reset.
To maximize customer satisfaction, Jumia accepts product returns in the following cases:
– The product is not the one ordered
– The product is defective
– Change of mind
However, customers are not allowed to return products from those categories
– Innerwear, swimsuits, gym wear, sleepwear
– Perfumes, jewelry, health & wellness products, adult toys
If the customer returns an item because he changed his mind, the product must be returned in its original condition.
Example: For mobiles, the item must be sealed in its original condition so you can sell it once again to a new customer, if the item was returned unsealed then JUMIA will not accept the item and return it back to the customer.
Here are some tips to help you minimize the number of returns:
– Make sure the description of your product is 100% accurate and correct, so your customers will receive exactly what is described and shown on JUMIA
– Make sure you send the customer the correct product in terms of color, and size
– Make sure your product are genuine (not high copy , nor counterfeit)
– Make sure to pack your items using the packaging guidelines, to ensure that your customer will receive your product in its’ original condition
– Make sure you ship all the products your customer has ordered from your store.
NOTE: For Jumia Express products, see more information on the returns here