# 1 African retailer

IncubationOrder Management & Customer

Satisfaction

• In this training, you will learn how to manage your orders on Jumia, what is our Return policy

and your role in our customer satisfaction

• After this training, you will be able to understand the order processing, to monitor your orders on

the Seller Center, to pack your items and to figure out the importance of good operationnal

performance.

Order Management & customer satisfaction Training

3

Agenda

1 Your Business – your fulfillment method

2 Fulfillment method: Fulfill by Vendor

3 Pack your Items

4 Monitor your orders in Seller Center

5 Fulfillment method: Fulfill by Jumia

7 Customer Satisfaction

6 Return Processing

List Fulfill Cash In

4

Your Business, your fulfilment method

Storage

Stock updates

Price updates

Invoice customer

Oder Packaging

Delivery

Pick your model and start cash-in right now !

You

Fulfilment by JumiaJumia releases you from your

pain points

Fulfil by VendorYou monitor all the

process

You

You

You

Or You

You

Orders Management: Fulfillment by Vendor

Step 6Jumia pays you for the

months’ orders

Step 5Jumia delivers to the

customer

Step 4Jumia picks up your

package or you drop it at Jumia’s Warehouse

Step 3You package orders and click

‘ready to ship’

Step 2You receive the order in the

Seller Center

Step 1The customer places an order

6

Pack your items 1/2

How to Pack your Items?

Use the Jumia

Branded packaging

for your items and

put the printed

customer invoice

inside the package

with the items

Staple the shipping

label outside the

package.

The barcode on the

shipping label must be

scannable, the ink

should not be too

thin/thick

For the large already packed items:

Use a flyer and tape it on the

package

In the flyer put the invoice and

shipping label

21

7

Pack your items 2/2

Any damage package will be automatically rejected by Jumia’s operations.

NO DAMAGED PACKAGES !

The package you provide with the items should be without any default.Strengthen your packages may be necessary.

8

Monitor your Orders on the Seller Center 1/2

1. Choose a Shipping provider

2. Enter the Tracking ID

3. Print all the required

documents: Invoice,

Shipping labels, pick lists,

Carrier Manifests

4. Pack your items with the

entire set ready to be

handed over

5. Set your Order as “Ready to

Ship” under Actions

Pending Ready-to-Ship Shipped Completed

2 days

Max

To manage your orders,

click on Orders > Manage

Orders.

The “Pending” section is

where you’ll find your

orders waiting to be

processed by you and then

picked up by us.

Pick up By Jumia

1. When the carrier has

arrived, you can move

the order as shipped.

2. Pick “Shipped all”

under Actions

“Canceled” : when you

canceled the order because

of Out of stock

‘Returned”: product was

returned by the customer

within the 7days withdrawal

period

“Delivered failed”: customer

was not reachable by the

Shipping provider

“Delivered”: Order

successfully received by

customer

Order

Status in

Seller

Center

9

Monitor your Orders on the Seller Center 1/2

Update your orders

at every step.

Click on Orders >

Manage Orders

10

Order Management: Fulfillment by Jumia

Step 6Jumia pays you for the

months’ orders

Step 5Jumia delivers to the

customer

Step 4Jumia packages your

orders

Step 3The customer places an order

Step 2We store your products for

free

Step 1You send your products to

Jumia’s warehouse

11

Return Processing

The product sent back is still in its

original plastic wrap

The product has not been used

There isn’t any missing part of the

product

The client has kept and sent back the

invoice of the product

Jumia customer service makes sure

the product is not faulty

Jumia comes to your place to bring

you back your items

Jumia reimburses you the

commission fees in the next payment

cycle

JUMIA guarantees returns in

the following cases:

JUMIA ensures

customer satisfaction

JUMIA puts its entire

attention in your

protection.

JUMIA accepts returns only if

all conditions are fulfilled:

The product is not the one ordered

The product is faulty

JUMIA also offers a 7 days period of

withdrawal for the customer to change

his mind.

JUMIA eases your

business management

JUMIA sends your product

back within a month:

Your role is Key for Customer Satisfaction

Sell reliable Products Ensure Fast Delivery

• Genuine Products

• Reliable Product

Descriptions

• Quality Products

• Packaging Quality

• Fulfill 100% of orders

within 48h

• Select Fulfillment by

Jumia

Customer Satisfaction

Virtuous Circle

Richer

Vendor

Strong

Vendor

Happy

Customer

Returning

Customer

Strong Vendor

Did you know? Jumia follow closely its customer satisfaction with Weekly surveys