Seller complaint channel - RAC

RAC, short for "Raise A Claim", is a claiming channel, which is set up by Jumia for the sellers.

If the seller has issues with regard to the shop running, he/she may request assistance via Raise A Claim.

RAC is divided into web RAC and WeChat RAC.

Special note: RAC is designed to solve many issues, but those related to shop entry and activation, product selection, activity application & reporting, etc. are not within the scope of RAC. Please consult the seller group for such issues.

Web RAC

Quick Links:Click here

How to RAC in Seller Center?

1. Enter the background of Seller Center and find access to "RAISE A CLAIM".

2. Accurately fill in the complaint page

• shop name;
• Registered email address;
• Select the correct cause;
• For the "additional comments", please state your issues clearly in Chinese and English (input the order number, issue description, and the expected assistance if the case is related to the order);

Upload attachments (if any) (within 3M).

3. As shown in the figure, when you succeed in RAC, your mailbox will receive an email automatically sent by the system. A string of 8-digit numbers will be provided in the email, which is the Case ID or Claim ID, and the unique number for you to track customer complaints in the future.

The following figure shows an example of issue submission.

4. RAC considerations

|
Processing lead time | 3 workdaysFor some types of complaints, such as incorrect payment collection, delayed payment collection, brand creation, counterfeit infringement complaints, FBJ CO, FBJ stock, which involveoverseas authorities, the handling cycle may exceed 3 working days, and such complaints will be notified by email. | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Corresponding site | Please RAC at the site corresponding to the issue,If you RAC at the wrong site, your complaint will be rejected, which will affect the progress of handling. | | Do not resubmit | Subject the same issue to RAC only onceRe-submission will cause backlogging of cases and affect case-handling efficiency. | | Submission language | Please state your issues in both Chinese and English as much as possibleas your case may be handled by Chinese and overseas teams. FBJ-related issues, buyer returns, and product listing issues are handled by the FBJ team. | | Submittals | Please state your issue as clearly as possible, and provide screenshots of the issue as evidence. |

WeChat RAC:

The "RAC" function of Jumia's official account named "Africa cross-border e-commerce of Jumia" is currently in trial operation; it is intended to help sellers handle relevant issues through "online customer service".

This function applies to the following issues: Applying for shop relisting; canceling DOL/PSOL restriction; applying for cancellation/extension of orders due to special reasons (IT problems, COVID-19 pandemic); the case where the package is not scanned 24 hours after delivery; the case where the package is scanned by the warehouse, but the system still displays RTS (Ready To Ship) status; Joining the seller group.

Note: Please do not RAC via the official account for issues other than those listed above, as manual customer service can not solve them.

How to enable the "RAC" function via Jumia's official public account? The following steps should be followed:

First, you need to enter the background of "Africa cross-border e-commerce of Jumia" on the official account of Jumia, and t**hen enter: manual customer service+shop name+country+statement of your issue+relevant screenshots in the "dialog box" marked in the red box, **and the staff will inform you of the handling progress within the same day.

In addition to RAC complaints, there are many issues, including basic issues such as shop entry and activation, which need to be handled through the official seller group. The specific allocation of work is as follows:

| Issue handling channel | Issue handling scope | Processing lead time | | ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------- | | RAC web version(PC application) | SKUs are not listed in Seller Center | 3 workdays(excluding weekends and public holidays) | | | Payment collection issue | | | | FBJ product inbound, return, etc. | | | | Vendor Center background issue (system problems, such as the product is not listed, the order is not synchronized) | | | | System problem of the Seller Center and errors generated | | | | Counterfeit, intelligent property right infringement, brand application | | | | Subsidies for participating in platform activities have yet received, or the actually received subsidies do not conform to that promised, and other related issues | |

Rac in Vendor Center as follows: