Product return is an essential experience for both seller and the customer, and that’s why it is necessary for the seller to identify products with issues in order not to affect your store/brand reputation and grow your store/brand image in the market.
Jumia also wishes to guarantee all your rights when it comes to product returns
What are the different types of product returns?
Product return types differ based on the reason for return:
- The customer didn’t receive the product because they refused the product at delivery or the delivery has failed from the courier’s end.
- he customer received the product successfully, but decided to return it for the following reasons:
- The customer changed his mind.
- Wrong/defective/used/altered/fake product.
Return #1:
In case of delivery failure or refusal of the product by the customer at delivery.
We are aware of the importance for such products to be returned in a timely manner, therefore we promise that the products that have not been delivered will be returned or refunded within 21 days of the shipping date.
- You will receive an email to inform you of all delivery attempts, or that the customer didn’t receive the product.
- From the list, check “ship the returned item” and click on the different statuses you would like to focus on.
- You can see all product statuses at the bottom and “reason for shipment failure” at the right.
- The package will be sent to the same seller drop off center. You will have 7 days to collect
- In case you didn’t collect the order from the drop off center, it will be sent to the warehouse where you can also collect it.
- In case you didn’t collect the product from the main warehouse within 23 days, the product will be forfeited.
- In the event of product loss by Jumia, or if Jumia failed to return your product within 21 days, Jumia will pay you the product value
Return #2:
The customer received the order upon shipment, and returned it due to a product defect or because he changed his mind.
- Jumia after-sales team will collect the returned package. During this step, all product are accepted based on these criteria:
- Anything that can be resold, unless it has a defect or a hidden defect
- Returned product should be in its original packaging
- Product was unused
- Product doesn’t have any missing components
- Wrapped products
- In the event of virtual confirmation of the product (or the product meets all above mentioned criteria but the customer changed his mind), the package will be sent to the same drop off center it was received. You will have 7 days to collect (you will receive an email notification to inform you of the arrival of the package to the drop off center).
- If the reason provided by the customer was invalid, the product will be returned to the customer.
- Jumia bans customer who return more than 5 successfully delivered orders with a less than 50% failure rate: Those customer are banned by Jumia and they will not be able to order
Steps to collect the returned product from the drop off Station .
NB: You have to follow these steps before arriving at the seller drop off station
A/ Create a new representative for your account on the vendor center.
Go to Settings > Manage Pickers
Click on “Create Pickers”
Enter “Picker Name”
Enter the Picker password, this data won’t be visible later. In case of a lost password, the password will be reset.
Confirm that the picker has an ID: He will be required to show it during the collection of the returned product at the drop off station.
