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Disputes Resolution Policy - For Merchants


This policy is intended to be a guide to merchants in the handling of payment disputes involving: (i) you, the merchant; and (ii) the customer.


1. Your Safety is Our Highest Priority

    • Your safety is our highest priority. Using the most advanced technology, we ensure your information is always protected. Your financial information is used to process settlements, and is securely protected in accordance with applicable laws and regulations.

2. Real-Time Risk Monitoring

    • All activities on JumiaPay are monitored around the clock. Our real-time risk monitoring platform analyzes all user behavior, and our dedicated fraud team reviews all suspicious activity.

3. Fraud Prevention

    • If you or your employees notice anything suspicious such as emails, messages or calls claiming to be from JumiaPay in respect of your account that you cannot explain, or if you notice a transaction on your dashboard which appears suspicious, contact us immediately via: [email protected]
    • Please note that JumiaPay will never ask for your password or financial information (like a card number or PIN) via email, text message or on the phone.

4. Avoiding Disputes

    • Filing, receiving, processing and responding to disputes can be cumbersome for all parties involved - both the customer and you (the merchant). So it is best for everybody to avoid them as much as possible.
    • The most common disputes arise around delivery of packages or services, which may arrive incomplete or damaged, or later than expected by the customer.
    • In general, you should ensure that: (i) your refund and return policies are openly and transparently communicated on your website or app; (ii) you properly calculate the estimated date of delivery factoring in weekends and public holidays; (iii) the estimated date of delivery is made clear in the order summary before charging the customer and in the order confirmation after checkout and in the email summary; (iv) you advise customers at the earliest if you become aware of delivery delays; (v) you let customers understand that delivery is to occur across several shipments before directing them to JumiaPay; and (vi) items are securely and safely packed and protected during delivery.
    • We strongly recommend using a reliable shipping company that provides tracking information and proof of delivery. Our friends at Jumia Logistics ship millions of items across Africa every month, and would be delighted to deliver yours!

5. Receiving A Dispute

    • A customer can dispute a payment that they made via JumiaPay to you in different ways, for example by contacting JumiaPay directly or their bank. They may also reach out to you directly.
    • It is our goal to resolve all disputes as fast as possible, and we will need your help. Typically, we will reach out to you via email to ask for supporting documentation, and it is important that we receive these documents in a timely manner. For more information, you may refer to our Merchant Service Agreement and the Dispute Resolution Policy for Customers.

6. Dispute Categories

    • Below are a few of the disputes that may be raised by customers:
    • I. Service / Product Incomplete or Damaged
      • In this case, the customer claims to have received the item but it was damaged in transit, or the wrong item/service was received, or the order was incomplete.
      • In such a scenario, we would typically need you to provide some or all of the following: (i) proof of delivery such as tracking number or waybill number; (ii) receipt from the delivery service; and (iii) details of insurance for the package if applicable; (iv) in the case of a missing item claim, written confirmation from you that the item was shipped; (v) an extract of your policies and T&Cs which the customer accepted that covers items damaged or lost during delivery; and (vi) where applicable, copy of all communications with the customer about the incomplete order or partial delivery.
    • II. Service / Product Late or Not Delivered
      • In this instance, the delivery of the item is behind the confirmed and communicated delivery date.
      • We would typically need you to provide some or all of the following: (i) proof of delivery such as the tracking number or waybill number; (ii) receipt from the delivery service; (iii) details of insurance for the package if applicable; (iv) proof that the delivery is not yet delayed and is within the communicated timeframe; (v) extract of your policies and T&Cs regarding deliveries; (vi) copy of order confirmation with clear delivery dates; (vii) screenshot of product page with clear delivery dates; and (viii) if available, copy of all communications with the customer regarding the order being delayed.
    • III. Wrong Amount
      • In this case, the customer is typically happy with the items and products received but claims to have been charged a different amount from what they saw on the invoice.
      • There may be technical reasons for this, or it may be due to currency conversion. If a customer reaches out to you regarding such a matter, feel free to direct them to us, and we will look into resolving the matter.
    • IV. Payment Not Authorized
      • The customer does not recognise the transaction and claims that they did not authorize it.
      • If a customer reaches out to you with a claim such as this, direct them to us and hold the delivery if it is not already shipped.
      • If JumiaPay is handling such a dispute from a customer or their bank, we require you to do the following: (i) hold delivery if it is not already shipped; (ii) provide proof of delivery such as the tracking number or waybill number; (iii) provide the receipt from the delivery service; (iv) provide the shipping address with full name of customer; and (v) provide mobile number and email address of customer.