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
Saturdays included in timelines.
Exemptions: No exemptions.
Cancellation of late ready to ship orders
Saturdays included in timelines.
Exemptions: No exemptions.
Order Regulation
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
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
Exemptions: No exemptions.
Sales Regulation on bad quality products
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
Exemptions: No exemptions.
Drop Off QC Failure Charge
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
Exemptions: No exemptions.
Counterfeit Charge
Charge: ₦70,000 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?
What has changed compared to the previous rules?
• 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?
If you still have questions, please contact us mentioning your misunderstanding:
• Raise a claim: here.
I guess there is a mistake, what should I do?
You can contact our support team for more information:
• Raise a claim: here
How do I remove regulations on my products or my orders?
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?
• Find our Youtube channel.
• Attend our training sessions.
You can always contact our support team for more information:
• Raise a claim: here
Why am I being charged?
In line with ensuring product authenticity on our platform, we also implement compensation charges for counterfeit / fake items.