Introduction to order status
I. Seller Center
Order status viewing path
1. Order status viewing path in SC (Seller Center):
Go to Order>>Manage Orders>>Order Overview to enter the order management page
2. Order Status Interpretation
Order status mainly consists of the following: All, Pending, Ready to Ship, Shipped, and Completed (Delivered/Canceled/Delivered failed/Returned)
3.How to view order content
3.1Batch download of order details
- You can choose to print shipping label, invoice, and cancel orders in batches in the pull-down list
- Click the "export" menu to download order data in batches as required
- The sellers can filter the data in the search box according to their demand, such as order number, buyer name, payment method, time range, product name, and shipping method
3.2 Order Content
- The sellers can click "Order Nr." to view the specific information of the order
- The sellers can view the time node of order status by viewing the Item History
Price: actual selling price of goods Shipping: freight paid by the buyer NG-JG-SEKO-Shenzhen-Seko Station: sorting center JG-NJS-319365323-5711: tracking number, i.e. the tracking number of the package
3.4.How can I check my order status?
(1)Under normal circumstances, scanning and other operations of the package will typically be done on the same day or the next working day after delivery (excluding holidays or special occasions). Once the seller has confirmed that the package was sent to the warehouse, they can use the tracking number to view the scan status of the package on the following website.
For DS order:
https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
For postal parcel: https://clevylinks.com/
(2) If the order has not been scanned timely, customers can contact Seko’s customer service personnel to urge scanning for DS orders, or raise a claim for postal orders.
(3) If the order remains unscanned after prompting, you may raise a claim.
II. Vendor Center
1.Order status viewing path
Click the Orders column on the left to enter the order management page
2.Order Status Interpretation
| Type of order statuses | Meaning | Handling method |
|---|---|---|
| All All orders | Orders in all statuses | / |
| Pending Orders to be operated | There are new orders that need to be processed immediately | You need to jump to the "Ready to ship" status immediately. |
| Ready to Ship Orders to be shipped | The Tracking Number of the order has been generated, and the parcel has been in transit or has arrived at the sorting center for scanning | Package and label the packages corresponding to the order and ship them to the domestic sorting center.Tips: i. After the buyer places an order, the seller needs to successfully deliver the items to the warehouse designated by JUMIA within 5 workdays (120 hours/holidays not included in the lead time) and have them properly scanned. ii. Buyer may cancel the order at the moment before the order is jumped to "shipped" status (where the parcel is scanned), so make sure to ship as soon as possible.Please verify the order status again before the parcel is outbound to prevent the parcel that has been canceled by the buyer from being delivered to the sorting center, which will lead to subsequent returns, thus incurring costs. iii. Please refer to theDropshipping order processingfor the specific operations |
| Shipped Shipped orders | The parcel has arrived at the sorting center and has been scanned before being transported by air | / |
| Delivered Orders that have been successfully delivered | The order has been successfully delivered to the buyer in Africa. The buyer has signed after receiving the parcel. | / |
| Canceled Cancelled orders | • Case 1: Before the order changes to "Shipped" status, customers can cancel the order • Case 2: The seller cancels the order due to insufficient stock • Case 3: The system automatically cancels the order because the seller did not deliver the goods within 5 workdays | • The seller should deliver the goods within the time limit, and ensure that the order is not canceled before shipping• The seller should ensure adequate stock |
| Delivered failed Orders failed tobe delivered | Delivery failure due to unknown addresses of African customers or other reasons | Packages that failed to be delivered will be relisted for FBJ after passing the QC. If similar products are ordered, they can be directly delivered via FBJ. |
| Returned Returned order | Jumia allows the return of goods within 15 days without any reason. customers can choose whether to return the goods within 15 days of receiving them according to their wishes. The reason for return may be the quality or personal preference. | The packages that have been returned by the customers will be relisted for FBJ after passing the QC. If similar products are ordered, they can be directly delivered via FBJ.TipsWhen you find that the returned product is different from the actual product, i.e. the wrong product is returned. You can raise a claim according to the following processes: 1) You should apply for RTV of this product 2) You should pick up the goods from the warehouse on receipt of the delivery notice. 3) You should check the product in the warehouse. If it is a wrong product, you should appeal to the warehouse staff on site, and the staff should register your appeal 4) You should take photos of the product on site 5) You still need to pick up the goods 6) You should raise a claim within 5 workdays after picking up the goods, and provide the corresponding evidence and photos for claim. The staff will verify and deal with the appeal after receiving it |
III. How to view order content
1. Batch download of order details
(1)Navigate to the Orders page
(2)To export All Orders:
-
Click Export
-
Select the Action: Export all orders
-
Click Go
(3).To export Selected Orders:
- Select the orders to be Exported
- Click Export
- Select the Action: Export selected orders
- Click Go
2.Order content
Click "Order Nr" for order details
Here, on order details page you can see the order customer information, shipping address and order items information.
The order level information has the following details：
- The customer's name and address
- The Date the order was placed
- Settlement
- Sum of all the prices of the items in the order as grand total
- Tax Amount
- Voucher Total
On order items information section you can see a list with the order items with fields:
- Item-Id: Sales order item system identifier of VC
- Jumia-Id: Sales order item system identifier of OMS/BOB
- seller SKU: Product reference provided by seller when creating the product
- Jumia SKU:Product reference provided by shop platform
- Name of the product
- Shipment Type: Usually FBJ or DS
- SOI Unit item price: "Price" of the item in the order
- SOI shipping fee : "Shipping" fee of the item in the order
- Item current status : "Status"
On order details page you can expand one order item -> to see the status history of that order item
Note: If Order Item is pending (no status history) => You can't expand status history for that order Item.
IV.How can I check my order status?
1.Under normal circumstances, scanning and other operations of the package will typically be done on the same day or the next working day after delivery (excluding holidays or special occasions). Once the seller has confirmed that the package was sent to the warehouse, they can use the tracking number to view the scan status of the package on the following website.
For DS order: https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
For postal parcel: https://clevylinks.com/
2.If the order has not been scanned timely, customers can contact Seko’s customer service personnel to urge scanning for DS orders, or raise a claim for postal orders.
3.If the order remains unscanned after prompting, you may raise a claim.
I. Seller Center
Order status viewing path
1. Order status viewing path in SC (Seller Center):
Go to Order>>Manage Orders>>Order Overview to enter the order management page
2. Order Status Interpretation
Order status mainly consists of the following: All, Pending, Ready to Ship, Shipped, and Completed (Delivered/Canceled/Delivered failed/Returned)
3.How to view order content
3.1Batch download of order details
- You can choose to print shipping label, invoice, and cancel orders in batches in the pull-down list
- Click the "export" menu to download order data in batches as required
- The sellers can filter the data in the search box according to their demand, such as order number, buyer name, payment method, time range, product name, and shipping method
3.2 Order Content
- The sellers can click "Order Nr." to view the specific information of the order
- The sellers can view the time node of order status by viewing the Item History
Price: actual selling price of goods Shipping: freight paid by the buyer NG-JG-SEKO-Shenzhen-Seko Station: sorting center JG-NJS-319365323-5711: tracking number, i.e. the tracking number of the package
3.4.How can I check my order status?
(1)Under normal circumstances, scanning and other operations of the package will typically be done on the same day or the next working day after delivery (excluding holidays or special occasions). Once the seller has confirmed that the package was sent to the warehouse, they can use the tracking number to view the scan status of the package on the following website.
For DS order:
https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
For postal parcel: https://clevylinks.com/
(2) If the order has not been scanned timely, customers can contact Seko’s customer service personnel to urge scanning for DS orders, or raise a claim for postal orders.
(3) If the order remains unscanned after prompting, you may raise a claim.
II. Vendor Center
1.Order status viewing path
Click the Orders column on the left to enter the order management page
2.Order Status Interpretation
| Type of order statuses | Meaning | Handling method |
| ----------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| All
All orders | Orders in all statuses | / |
| Pending
Orders to be operated | There are new orders that need to be processed immediately | You need to jump to the "Ready to ship" status immediately. |
| Ready to Ship
Orders to be shipped | The Tracking Number of the order has been generated, and the parcel has been in transit or has arrived at the sorting center for scanning | Package and label the packages corresponding to the order and ship them to the domestic sorting center.Tips:
i. After the buyer places an order, the seller needs to successfully deliver the items to the warehouse designated by JUMIA within 5 workdays (120 hours/holidays not included in the lead time) and have them properly scanned.
ii. Buyer may cancel the order at the moment before the order is jumped to "shipped" status (where the parcel is scanned), so make sure to ship as soon as possible.Please verify the order status again before the parcel is outbound to prevent the parcel that has been canceled by the buyer from being delivered to the sorting center, which will lead to subsequent returns, thus incurring costs.
iii. Please refer to theDropshipping order processingfor the specific operations |
| Shipped
Shipped orders | The parcel has arrived at the sorting center and has been scanned before being transported by air | / |
| Delivered
Orders that have been successfully delivered | The order has been successfully delivered to the buyer in Africa. The buyer has signed after receiving the parcel. | / |
| Canceled
Cancelled orders | • Case 1: Before the order changes to "Shipped" status, customers can cancel the order
• Case 2: The seller cancels the order due to insufficient stock
• Case 3: The system automatically cancels the order because the seller did not deliver the goods within 5 workdays | • The seller should deliver the goods within the time limit, and ensure that the order is not canceled before shipping• The seller should ensure adequate stock |
| Delivered failed
Orders failed tobe delivered | Delivery failure due to unknown addresses of African customers or other reasons | Packages that failed to be delivered will be relisted for FBJ after passing the QC. If similar products are ordered, they can be directly delivered via FBJ. |
| Returned
Returned order | Jumia allows the return of goods within 15 days without any reason. customers can choose whether to return the goods within 15 days of receiving them according to their wishes. The reason for return may be the quality or personal preference. | The packages that have been returned by the customers will be relisted for FBJ after passing the QC. If similar products are ordered, they can be directly delivered via FBJ.TipsWhen you find that the returned product is different from the actual product, i.e. the wrong product is returned. You can raise a claim according to the following processes:
1) You should apply for RTV of this product
2) You should pick up the goods from the warehouse on receipt of the delivery notice.
3) You should check the product in the warehouse. If it is a wrong product, you should appeal to the warehouse staff on site, and the staff should register your appeal
4) You should take photos of the product on site
5) You still need to pick up the goods
6) You should raise a claim within 5 workdays after picking up the goods, and provide the corresponding evidence and photos for claim. The staff will verify and deal with the appeal after receiving it |
III. How to view order content
1. Batch download of order details
(1)Navigate to the Orders page
(2)To export All Orders:
-
Click Export
-
Select the Action: Export all orders
-
Click Go
(3).To export Selected Orders:
- Select the orders to be Exported
- Click Export
- Select the Action: Export selected orders
- Click Go
2.Order content
Click "Order Nr" for order details
Here, on order details page you can see the order customer information, shipping address and order items information.
The order level information has the following details：
- The customer's name and address
- The Date the order was placed
- Settlement
- Sum of all the prices of the items in the order as grand total
- Tax Amount
- Voucher Total
On order items information section you can see a list with the order items with fields:
- Item-Id: Sales order item system identifier of VC
- Jumia-Id: Sales order item system identifier of OMS/BOB
- seller SKU: Product reference provided by seller when creating the product
- Jumia SKU:Product reference provided by shop platform
- Name of the product
- Shipment Type: Usually FBJ or DS
- SOI Unit item price: "Price" of the item in the order
- SOI shipping fee : "Shipping" fee of the item in the order
- Item current status : "Status"
On order details page you can expand one order item -> to see the status history of that order item
Note: If Order Item is pending (no status history) => You can't expand status history for that order Item.
IV.How can I check my order status?
1.Under normal circumstances, scanning and other operations of the package will typically be done on the same day or the next working day after delivery (excluding holidays or special occasions). Once the seller has confirmed that the package was sent to the warehouse, they can use the tracking number to view the scan status of the package on the following website.
For DS order: https://portal.sekosynergy.com.hk:4434/mercuryhub/jtrack
For postal parcel: https://clevylinks.com/
2.If the order has not been scanned timely, customers can contact Seko’s customer service personnel to urge scanning for DS orders, or raise a claim for postal orders.
3.If the order remains unscanned after prompting, you may raise a claim.