We will always communicate with you in advance before we implement any of these listed actions on your account, If you feel there has been an error or have any questions, please feel free to contact us.
Vibes
An alert will always be sent to you 3 days before any actions are implemented on your account, specifically at 7am on Wednesdays.
A post implementation email will be sent immediately following implementation of actions at 9am on Saturdays.
Late fulfilment alert and post implementation emails will be sent everyday at 6am and 11pm respectively following implementation.
Cancellation of late pending orders
Orders will be cancelled if not updated from Pending to Ready to Ship in 24 hours.
Saturdays included in timelines.
Exemptions: No exemptions.
Cancellation of late ready to ship orders
Orders will be cancelled if not updated from Ready to Ship to Shipped in 24 hours.
Saturdays included in timelines.
Exemptions: No exemptions.
Order Regulation
There will be order regulations set to stores with high cancellation rates.
| Cancellation Rate | Daily Order Regulation | Pending to Shipped Regulation |
| < 2.5% | None | None |
| 2.5% – 5.0% | 75%* Shipped | 4 * Order Regulation |
| 5.0% – 10.0% | 50%* Shipped | 2 * Order Regulation |
| >10.0% | 2 | 4 |
* We will periodically review and amend these regulations to better protect you.
Exemptions: Vendors on Jumia Express.
Out of Stock / Late Fulfillment Charge
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There will be a debit charge the following week for every out-of-stock cancelled item or item not set to ready-to-ship within 24 hours over a week period.
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Exemptions: New Vendors(First 30 days).
Returns charge
There will be a returns charge the following week for every item marked as returned in Seller Center (due to quality) within a week period.
| Return reason | Charge | Definition | Example |
| Wrong item | N1,500 | Fulfilled an item different from what was ordered. | If a customer returns an item because the item does not physically match what was ordered. This applies to wrong color, shape, technical characteristics, brand, swapped invoices. |
| Defective item | N3,000 | Fulfilled items not working in line with specifications, items missing parts, broken seals or stains. | If a customer returns an item because the item is damaged, incomplete, not functional or not usable. e.g. missing item or parts, damaged or broken item/package, stains, stitch defects, misplaced or broken seals, items that do not power on. |
| Used/Refurbished item | N50,000 | Fulfilled item(s) that have been previously used. | If a customer returns an item becausee it is not new e.g. item looks used/has been used or is refurbished. |
Exemptions: No exemptions.
Permanent delisting of account
Jumia reserves the right to permanently delist accounts on any occurrence of returned item due to quality ( wrong, defective, used, refurbished).
Exemptions: No exemptions.
Sales Regulation on bad quality products
Products will be regulated the following week based on their rejection rate and the number of customers who rejected the product within a month.
Products will be regulated two weeks later based on their return rate and the number of customers who returned the product within a week period.
| Type | Rejection Rate* | Return Rate |
| GM | >3% | >2% |
| Fashion | >6% | >4% |
*We will periodically review and amend these rates for select products to better protect you.
Exemptions: No exemptions.
Deactivation of bad quality products
Products that have had repeated sales regulations will be delisted after the fourth occurrence of such regulations.
Exemptions: No exemptions.
Exemptions: No exemptions.
Drop Off QC Failure Charge
There will be a drop-off QC failure charge for every item that fails QC at the hub/warehouse due to quality (defective, wrong, used or refurbished)
| QC failure reason | Charge | Definition | Example |
| Wrong item | N3,000 | Fulfilled an item different from what was ordered | If an item is rejected at the drop off point because it does not physically match what was ordered. This applies to wrong color, shape, technical characteristics, brand, swapped invoices. |
| Defective item | N3,000 | Fulfilled items not working in line with specifications, items missing parts, broken seals or stains. | If an item is rejected at the drop off point because it is damaged, incomplete, not functional or not usable. e.g. missing item or parts, damaged or broken item/package, stains, stitch defects, misplaced or broken seals, items that do not power on. |
| Used/Refurbished item | N50,000 | Fulfilled item(s) that have been previously used | If an item is rejected at the drop off point because it is not new e.g. item looks used/has been used or is refurbished. |
Exemptions: No exemptions.
Permanent delisting of account
Jumia reserves the right to permanently delist accounts on any occurrence of a drop-off QC failed item (wrong, defective, used, refurbished).
Exemptions: No exemptions.
Exemptions: No exemptions.
Counterfeit Charge
There will be a counterfeit charge the following week for every counterfeit item proven within a week period.
Charge: N50,000 per counterfeit item.
Exemptions: No exemptions.
For the list of banned and restricted items, click here
VIBES QUESTIONS & ANSWERS
What are the exact VIBES rules?
You can find all the VIBES program in details above.
What has changed compared to the previous rules?
More informations for you:
• E-mail notification if you have late orders.
• E-mail notification if you have too many returns due to quality issues.
• E-mail notification before any penalty application.
• E-mail notification if you have late orders.
• E-mail notification if you have too many returns due to quality issues.
• E-mail notification before any penalty application.
There will be no more deactivation, but a better customer protection policy:
• Automatic order regulation in case of delays or recurring stock shortages.
• Automatic sales regulation for items with high return rate due to quality issue.
Simple & clear fees to compensate the customer in case of:
• Order cancellation due to stock shortage.
• Delivery of bad quality or counterfeit items.
• Collection of returns due to quality (wrong,defective, used, refurbished) from customers.
• Drop off QC failure due to quality (wrong, defective, used, refurbished) at the VDO or Warehouse.
When are the VIBES actions triggered?
| What happened? | Mail alert | VIBES action |
| Late Fulfillment | Everyday at 6 am | Everyday at 11 pm |
| Daily Order Regulation Based on cancellation rate |
Every Wednesday at 7 am | Every Saturday 9 am |
| Returns Charge Return due to quality issues |
Every Wednesday at 7 am | Every Saturday 9 am |
| Stock Shortage Issues | Every Wednesday at 7 am | Every Saturday 9 am |
| Customer Compensation Per out of stock or late fulfillment |
Every Wednesday at 7 am | Every Saturday 9 am |
| Counterfeit Charge Per counterfeit |
Every Wednesday at 7 am | Every Saturday 9 am |
| Drop-off QC Fail Rejection at the hub or warehouse due to quality issues |
Every Wednesday at 7 am | Every Saturday 9 am |
There are rules I don't understand, who can I contact?
You will find the rules in detail above.
If you still have questions, please contact us mentioning your misunderstanding:
• Raise a claim: here.
• Call us: +2341-8881102 or +2341-2772361
I guess there is a mistake, what should I do?
If there was indeed an error, any action taken will be immediately canceled. To process your request, please specify the order number and the error in question.
You can contact our support team for more information:
• Raise a claim: here
• Call us: +2341-8881102 or +2341-2772361
How do I remove regulations on my products or my orders?
All order regulations (on the sale of products with quality problems or linked to your stock-out rate) are calculated each week.
If your performance has improved and your operational problems have been resolved, your regulation will be adjusted according to your improvement.
How do I improve as a vendor on Jumia?
The easiest way to improve yourself is by reading our tutorials on the Vendor Hub and participating in our training sessions offered by our Jumia Academy team.
• Find our tutorials.
• Find our Youtube channel.
• Attend our training sessions.
• Find our tutorials.
• Find our Youtube channel.
• Attend our training sessions.
You can always contact our support team for more information:
• Raise a claim: here
• Call us: +2341-8881102 or +2341-2772361
Why am I being charged?
The return charge is a fee for every item returned by the customer due to quality (wrong, defective, used, refurbished).
The Drop off QC fail charge is a fee for every item that fails quality check at the drop off hubs or warehouse due to being wrong, defective, used, refurbished.
In line with ensuring product authenticity on our platform, we also implement compensation charges for counterfeit / fake items.
Why is my store deactivated?
Jumia reserves the right to permanently delist accounts on any occurrence of returned item due to quality (wrong, defective, used, refurbished & counterfeit).
