# 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 4 Jumia picks up your package or you drop it at Jumia’s Warehouse

Step 3Click ‘ready to ship’ And package order

Step 2You receive the order in the

Seller Center

Step 1The customer places an order

24h Max

24h Max

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

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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

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

24 Hours 24 Hours

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

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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 entireattention 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 24h

• 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

Never Cancel Orders