Q&As for Order Management
Q&As for order management
- What will be the impact if an order iscanceled? What should I do if an order is canceled?
The cancellation of an order by the seller will lower the seller score. Please click here to view details of the seller score. If an order is canceled by the buyer before it is "shipped", please contact SEKO to retrieve the parcel.
- What should I do in case of packages lost?
If the system displays "Packages lost", please raise a claim.
- What should I do in case of delivery failure and return?
The unified policy in Jumia is that the buyer can return the product within 15 days without any reason. If the delivery fails and the returned product is returned to the FBJ warehouse, it can be relisted for sale after being inspected by the quality inspection department.
- How long does it take for the buyer to receive the product after shipping?
The average lead time is 15 - 20 days for Dropshipping (DS) packages, and 20 - 30 workdays for postal parcels.
- Will the seller be fined or the seller score be affected due to the buyer's return without any reason?
Return without any reason will not cause the seller to be fined or affect the seller score. Only return due to the seller's reasons, such as poor quality of the product, will affect the seller score.
- Is the Comments section at the bottom of the Order Management Detail page for the buyer?
JUMIA has not opened any direct communication channel between the seller and the buyer for the time being. The content displayed in the Comments section is the historical operation information of the system. You can ignore it.
- Can live product be shipped? How to obtain an MSDS report of a pure electric product?
You can sell live product that meets specifications and has an MSDS report. Click here to view the Order Shipment Guideline. You can ask the supplier to provide the MSDS report, or you can apply for it from a professional organization.
- What does delivery to domestic warehouse within five workdays mean?
It refers to 5 working hours at the latest from the receipt of the order (excluding weekends and holidays). The parcel should arrive at the sorting center and successfully change to the 'shipped' status within 5 working days at the latest (Shipped = the order is successfully scanned by the warehouse and synchronized to the seller center/vendor center). Order delivery time is one of the important indicators of the seller score. The longer the time, the lower the delivery time score. If the order is not updated to the 'shipped' status and automatically cancelled after 5working days, the delivery time score will be zero (see Delivery Time for details).
- What express service can be used to deliver packages to the warehouse? Are there any rules for that?
There are no hard-and-fast rules.
- I cannot print a complete 10*10 shipping label. Is there a printer setup tutorial?
Please check the operation guide.
- When I click Ready to Ship, it displays API error occurred and I cannot make the shipment, what is the reason?
Please check the API Operation Guide to see if there's any problem with the operation steps. If there is no problem with the steps but system docking, please raise a claim. Please provide details such as request and response when raising a claim.
- What should I do if the SKU deleted is still ordered?
Provide SKU delete time and screenshot, raise a claim indicating the shop name, order number, Jumia SKU # and request to cancel order as non-OOS, and completely delete the SKU to prevent more orders.
- How to ensure that the package is signed for after shipping?
Postal parcel:
- Check and confirm that the package is delivered to the right warehouse;
- Query the express delivery status and confirm that it has been signed for;
If the above two steps are completed, please provide the tracking number and the name of the express company and raise a claim.
DS package:
- Check and confirm that the package is delivered to the right warehouse;
- Query the express delivery status and confirm that it has been signed for by SEKO with stamp;
If the above two steps are completed, please provide the tracking number, the name of the express company, and proof of SEKO's stamp for signing for, and raise a claim.
- Why does the express show that the package has been signed for, but the order does not jump to the "shipped" status?
Generally, operations such as inbound scanning will be completed on the day or the next workday after the package is signed for (except for special circumstances such as holidays). You can check whether the package has been scanned through the following website.
DS order: https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
Postal parcel: https://clevylinks.com/
- What should I do if an order contains multiple products, but some products are out of stock?
The platform allows shipment by split packages, but the split packages must have their own tracking numbers. You can ship the products in stock in a package first. For the products out of stock, you should purchase them immediately and ship them in another package. You need to successfully deliver the package to the sorting center before the lead time.
- For DS order, can I deliver the package to Warehouse B if I have chosen Warehouse A in the Seller Center?
The platform requires delivering packages to the corresponding warehouse. If it is really necessary to deliver the package to Warehouse B, you must send a notification email to SEKO in advance (SEKO's email: scn.ecomm@sekologistics.com). Otherwise SEKO has the right to return the package directly.
If you choose a foreign warehouse by mistake, the package will not be scanned, so you can only cancel the order.
If you choose the warehouse in Hong Kong, please be sure to deliver the package to the warehouse in Hong Kong (not to a warehouse in Chinese mainland).
- What should I do if I deliver DS order to Clevy warehouse or postal parcel to SEKO warehouse?
For such abnormal packages, Clevy and SEKO will return them uniformly, with the sellers bearing the return cost.
In addition, you can decide whether to deliver the package to the correct warehouse again based on the lead time of the order.
- How to process the order if Smart QC failed?
"Smart QC failed" does not mean that the order has been canceled. You can re-deliver the correct product to SEKO's warehouse within the specified time. Otherwise, the order will be automatically canceled after the time limit. If the prohibited goods from airline are intercepted due to DG, please delist the SKUs in time.
- The activity page shows that there is an order, but the order is not displayed in the Seller Center, what is the reason?
For buyers who purchase Jumia Global's cross-border products for the first time, when they place an order, Jumia's local customer service team will contact them to explain the delivery lead time and relevant terms and conditions, and reconfirm the order. If the buyer cancels the order, or the platform detects that the buyer's order is a malicious purchase, the order status will be updated to invalid, and will not be sent to and displayed in the Seller Center. Therefore, please refer to the valid orders displayed in the Seller Center.
Q&As for order management
- What will be the impact if an order iscanceled? What should I do if an order is canceled?
The cancellation of an order by the seller will lower the seller score. Please click here to view details of the seller score. If an order is canceled by the buyer before it is "shipped", please contact SEKO to retrieve the parcel.
- What should I do in case of packages lost?
If the system displays "Packages lost", please raise a claim.
- What should I do in case of delivery failure and return?
The unified policy in Jumia is that the buyer can return the product within 15 days without any reason. If the delivery fails and the returned product is returned to the FBJ warehouse, it can be relisted for sale after being inspected by the quality inspection department.
- How long does it take for the buyer to receive the product after shipping?
The average lead time is 15 - 20 days for Dropshipping (DS) packages, and 20 - 30 workdays for postal parcels.
- Will the seller be fined or the seller score be affected due to the buyer's return without any reason?
Return without any reason will not cause the seller to be fined or affect the seller score. Only return due to the seller's reasons, such as poor quality of the product, will affect the seller score.
- Is the Comments section at the bottom of the Order Management Detail page for the buyer?
JUMIA has not opened any direct communication channel between the seller and the buyer for the time being. The content displayed in the Comments section is the historical operation information of the system. You can ignore it.
- Can live product be shipped? How to obtain an MSDS report of a pure electric product?
You can sell live product that meets specifications and has an MSDS report. Click here to view the Order Shipment Guideline. You can ask the supplier to provide the MSDS report, or you can apply for it from a professional organization.
- What does delivery to domestic warehouse within five workdays mean?
It refers to 5 working hours at the latest from the receipt of the order (excluding weekends and holidays). The parcel should arrive at the sorting center and successfully change to the 'shipped' status within 5 working days at the latest (Shipped = the order is successfully scanned by the warehouse and synchronized to the seller center/vendor center). Order delivery time is one of the important indicators of the seller score. The longer the time, the lower the delivery time score. If the order is not updated to the 'shipped' status and automatically cancelled after 5working days, the delivery time score will be zero (see Delivery Time for details).
- What express service can be used to deliver packages to the warehouse? Are there any rules for that?
There are no hard-and-fast rules.
- I cannot print a complete 10*10 shipping label. Is there a printer setup tutorial?
Please check the operation guide.
- When I click Ready to Ship, it displays API error occurred and I cannot make the shipment, what is the reason?
Please check the API Operation Guide to see if there's any problem with the operation steps. If there is no problem with the steps but system docking, please raise a claim. Please provide details such as request and response when raising a claim.
- What should I do if the SKU deleted is still ordered?
Provide SKU delete time and screenshot, raise a claim indicating the shop name, order number, Jumia SKU # and request to cancel order as non-OOS, and completely delete the SKU to prevent more orders.
- How to ensure that the package is signed for after shipping?
Postal parcel:
- Check and confirm that the package is delivered to the right warehouse;
- Query the express delivery status and confirm that it has been signed for;
If the above two steps are completed, please provide the tracking number and the name of the express company and raise a claim.
DS package:
- Check and confirm that the package is delivered to the right warehouse;
- Query the express delivery status and confirm that it has been signed for by SEKO with stamp;
If the above two steps are completed, please provide the tracking number, the name of the express company, and proof of SEKO's stamp for signing for, and raise a claim.
- Why does the express show that the package has been signed for, but the order does not jump to the "shipped" status?
Generally, operations such as inbound scanning will be completed on the day or the next workday after the package is signed for (except for special circumstances such as holidays). You can check whether the package has been scanned through the following website.
DS order: https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
Postal parcel: https://clevylinks.com/
- What should I do if an order contains multiple products, but some products are out of stock?
The platform allows shipment by split packages, but the split packages must have their own tracking numbers. You can ship the products in stock in a package first. For the products out of stock, you should purchase them immediately and ship them in another package. You need to successfully deliver the package to the sorting center before the lead time.
- For DS order, can I deliver the package to Warehouse B if I have chosen Warehouse A in the Seller Center?
The platform requires delivering packages to the corresponding warehouse. If it is really necessary to deliver the package to Warehouse B, you must send a notification email to SEKO in advance (SEKO's email: scn.ecomm@sekologistics.com). Otherwise SEKO has the right to return the package directly.
If you choose a foreign warehouse by mistake, the package will not be scanned, so you can only cancel the order.
If you choose the warehouse in Hong Kong, please be sure to deliver the package to the warehouse in Hong Kong (not to a warehouse in Chinese mainland).
- What should I do if I deliver DS order to Clevy warehouse or postal parcel to SEKO warehouse?
For such abnormal packages, Clevy and SEKO will return them uniformly, with the sellers bearing the return cost.
In addition, you can decide whether to deliver the package to the correct warehouse again based on the lead time of the order.
- How to process the order if Smart QC failed?
"Smart QC failed" does not mean that the order has been canceled. You can re-deliver the correct product to SEKO's warehouse within the specified time. Otherwise, the order will be automatically canceled after the time limit. If the prohibited goods from airline are intercepted due to DG, please delist the SKUs in time.
- The activity page shows that there is an order, but the order is not displayed in the Seller Center, what is the reason?
For buyers who purchase Jumia Global's cross-border products for the first time, when they place an order, Jumia's local customer service team will contact them to explain the delivery lead time and relevant terms and conditions, and reconfirm the order. If the buyer cancels the order, or the platform detects that the buyer's order is a malicious purchase, the order status will be updated to invalid, and will not be sent to and displayed in the Seller Center. Therefore, please refer to the valid orders displayed in the Seller Center.