Vibes

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.

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.

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	N3,500	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	N3,500	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	N70,000	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.

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	N3,500	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	N3,500	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	N70,000	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.

Counterfeit Charge

There will be a counterfeit charge the following week for every counterfeit item proven within a week period. This is inclusive of both Local and global vendors

Charge: ₦70,000 per counterfeit item.
Exemptions: No exemptions.
For the list of banned and restricted items, click here

VIBES QUESTIONS & ANSWERS

How does VIBES work?

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.

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.

VIBES Mails and Information

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

Sales Regulation

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 Youtube channel.
• Attend our training sessions.

You can always contact our support team for more information:
• Raise a claim: here

Costs & Charges

Why am I being charged?

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.

Policy

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).