Managing orders
How to manage my orders?
You can fulfill your orders directly from the Seller Center platform.
You will find tutorials to guide you through order management .Click here
How do I know when a customer places an order for one of my products?
In sellercenter, All your orders will appear under “Orders” > “Manage Orders”. Once an order is placed by a customer, it will land under “Pending”. You will also receive an email. You can download the app also to get notifications on your orders. Go to the playstore app on your phone and search for the Sellercenter app.
When should I accept an Order?
You should accept an Order by setting the Pending order to Ready to ship within 24hrs.
Can I self-fulfill my Orders?
You are not allowed to deliver the items on your own, we have our logistics team available to deliver items to customers.
I received a duplicate order on Seller center from the name and address, should I ship the two items. What should I do?
You need to contact Jumia Seller Support by either calling the Vendor Service number 030 274 0646 or by sending an email to seller.support@jumia.com.gh
How long does a vendor have to DROP OFF an order after it has been set to ready to ship?
Vendors have 24hours from when the order was set to ready to ship to drop off.
What should I do when an order I dropped off has been cancelled?
Send a mail to seller.support@jumia.com.gh
While processing an order, I realized only 1 out of the 2 items in the pending order is available. What should I do?
Click on the + sign next to the order, then cancel the item that is not available and set the item that is available to ready to ship. Verify that the list of items included on the printed invoice of each package matches the actual items in that package.
Why do I have such a high delivery failed rate?
Delivery fails following 3 unsuccessful delivery attempts. Delivery fails because the customer rejected the items on delivery. Delivery fails because customer cancelled the order before delivery/seeing the items.
What do I do when I can’t set my order to ‘ready to ship’?
Send a mail to seller.support@jumia.com.gh or call the help line on 030 274 0646 to speak with an agent. They are available from Mondays-Fridays, 9:00am-5:00pm.
How do I get packaging materials?
At the moment, sellers are required to package their orders by themselves using their own brand’s packaging materials.
A customer placed an order for a black item but I just realised that I no longer have that SKU in black but still has stock for the blue coloured item. What should I do?
Email the support team to verify if the customer would like the blue coloured item. if not Cancel the item because you do not have the ordered unit.