Jumia Operating Model Guidelines

 

  • Guidelines Changes

  • Commissions

  • Product Creation Guidelines

  • Value Added Services (VAS)

  • Fulfillment Method Guidelines

  • Return Guidelines

  • Promotion Guidelines  

  • Payment Terms Conditions and Payment Schedule

  • Product/Account Delisting and Order Regulation

  • Sensitive Goods Policies

 
  • Guideline Changes

 

Any major change regarding the below guidelines that impacts the vendor operating model will be communicated via Email to vendors. Vendors are required to keep the registered email up to date in Seller Center (Settings >> Vendor’s Profile >> Email Address).

 
  • Commissions

JUMIA has set up a clear and transparent commission structure, based on the category of products offered by the vendors. This commission structure can be reviewed on Seller Center (Settings >> Vendor’s Profile >> Commissions).

 
  • Product Creation Guidelines

 

The vendor is responsible for creating products on Seller Center as well as uploading pictures and content that meet JUMIA’s expectations. JUMIA staff will review and quality check each product to ensure they are compliant with JUMIA’s expectations. A product will not go live unless it meets all requirements.

 

All detailed content guidelines are available per category here: https://guidescontentjumiang.wordpress.com/

 

Image Guidelines & Resizing Tool

  • You can upload up to 8 images for each product in JPEG, PNG and GIF formats.

  • Maximum file size is 1MB

  • First Image will be the main image of your product.

  • First Image should be the front view of the product

  • Watermarked images are not allowed

  • Background of the product should always be white

  • Image size should always be 680x850 pixels. If your image is between 1000x1000 and 2000x2000 pixels you can use our image crop tool to re-size, rotate and crop your images.

To access this tool just click on the pencil button on the top left corner of each image you upload (illustrated below).

Note: The edit icon will only appear on newly uploaded / unapproved images

image

 

How to use the tool?

1. Zoom in or out to make the product cover 80% of the white space

2. Drag the grid to make sure the product is centrally positioned

3. Use arrow buttons to rotate the image if required

4. Click on 'Crop' to save the changes

  • Value Added Services

  1. Jumia Express is our premium service that will grow your sales and ease the fulfillment of your orders. Jumia will store, pack and ship your items directly to your customers at a fee (https://vendorhub.jumia.com.ng/jumia-express):

    pickup

     
  2. Jumia Studio: As an incentive for all new vendors, Jumia offers a free photo-shoot for the first 30 SKUs to be listed to ensure a seamless on-boarding process. Images are taken and uploaded on behalf of the vendor in line with the Jumia standards. The vendor may wish to continue with our Value Added Service (VAS) for SKUs in excess of 30 here as is applicable with most returning vendors (https://productionservices.jumia.com.ng/jumia-studio/): 
    studio

     
  3. Pick Up by Jumia: this service allows you to fulfill your orders without having to drop of at any of the hubs. We come to your doorstep and manage the entire logistics process (https://vendorhub.jumia.com.ng/pick-up-by-jumia):
    pickup

 

  • Fulfillment Method Guidelines

 

Fulfillment by Vendor (Drop Shipping)

 
  • Cancellation Rules

    If the stock of the vendor is up to date, no cancellation should occur.

    The Vendor will be charged (commission of the item x2, capped at 2500 Nairas per item) for every order cancelled by his will.

 
  • Fulfillment time rule

    The vendor commits to processing (i.e. setting the order to “ready to ship”) every order within 24 hours of the item hitting the vendor’s Seller Center portal.

    The Vendor commits into delivering (i.e. ensuring the item is set to “shipped” status) 100% of its ordered product to ECART SERVICES NIGERIA LTD within 48 hours after the item was set to “ready to ship” status.

 
  • Pick-up service

    Vendors may apply to participate in pick-up service for Fulfillment by Vendor items by contacting Jumia’s Seller Support center. The Jumia team will review the request and may approve or deny the request, based on existing pick-up fleet availability.

 

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  • Jumia Express (Fulfillment by Jumia)

    Thanks to Jumia Express, the Vendor does not have to manage his stocks anymore. Products Fulfilled by Jumia will be delivered to the customer faster, resulting in better customer satisfaction. Additionally, Jumia Express items will be featured on the Jumia website with the Jumia Express badge, adding more visibility. Orders fulfilled via Jumia Express will not be subject to penalty charges.

     

To be approved for Fulfillment by Jumia Service, please email [email protected]. Requests for the Jumia Express service will be reviewed based on available warehouse space. If your request is approved, you may submit a Fulfillment by Jumia inbound request, but following the below steps:

 
  1. Create your products in Seller Center

  2. Place a “Fulfillment Request” in Seller Center.

  3. Each request will be reviewed individually by the Jumia team and may be amended

  4. Drop off your stock at Jumia warehouse or have Jumia to pick it up for you

  5. Now you can relax, change your prices, join promotions, we take care of the rest.

 
  • Packaging Guidelines + Sanctions

 

Jumia will conduct tests and audits of the packaging practices of each vendor and may refuse to ship an order for which the packaging is not matching the Packaging Guidelines.

 

If the products packaged by the vendor and received by ECART SERVICES NIGERIA LTD  are not following the guidelines, item can be repackaged by Jumia, in that case Jumia will invoice the Vendor, or the package can be returned to the vendor.

 

Package must not show any sign of usage of any visible damage. As a consequence, if more than 2 (two) times in one month, the orders received by ECART SERVICES NIGERIA LTD from the vendor are not following the packaging guidelines, ECART SERVICES NIGERIA LTD may charge a penalty to the vendor or propose the vendor to change its Fulfillment Method under the sanction of Shop suspension or contract termination.

 

Vendors are responsible for providing adequate packaging for your products. Adequate packaging will protect the item during the entire delivery and return to vendor process. If the Jumia-branded packaging is not sufficient to protect the item, the vendor must supply additional packaging, such as bubble wrap, a larger box, or space fillers. All items that may be crushed during the delivery process must be packed in a carton, rather than flyers. If an item is too small for the carton provided, the vendor must fill the empty space with a filler material.

 

You may read the full packaging guidelines here.

 

 

You can also watch a video tutorial explaining how to pack your items here

 

 
  • Return Guidelines

 

Return to Vendor / Return to Inventory

Once marked as “Failed Delivery” and the package is untouched by the customer, it would be sent to the Return Hub un-tampered for pick up/delivered to your doorstep. If the package has been opened by our customer, it will be retrieved and sent to Jumia Warehouse where it will be quality checked and returned into our inventory.

The Jumia team processes items for return to vendors on a daily basis. Vendors should only come to the warehouse to pick-up return items if they have received a confirmation email from the Jumia team. You are required to provide your Seller ID while visiting the warehouse to pick returns. If you do not have your seller ID, please send a mail to [email protected] with the name of the store-owner/ store-representative. This person must come with a valid form of ID that matches the information given.

The confirmation email would include the number of items processed for pick up & the scheduled date. It is your responsibility to ensure that the list of items given to you in the warehouse matches the list received in the confirmation sent to you. If it does not match, please send us an email with the list of items collected to [email protected].

Once the vendor has received a confirmation email that items have been processed for return pick-up, the vendor has 21 days to pick-up these items or the items will be considered forfeited by the vendor. Please ensure the email information provided in Seller Center is up to date to avoid missing important return-to-vendor communication.

 

For certain fast moving SKUs, the Fufillment by Vendor return items may be moved into Jumia’s inventory and put live on Jumia.com.ng, making the item immediately available for resale..

 
  • Promotion Guidelines

 

Jumia regularly offers the possibility to vendors to join open promotion campaigns, based on special prices offered to the customers. The vendor can join the promotion through seller center Promotion features. Once his offers have been reviewed and accepted by Jumia commercial staff, the vendor has the obligation to respect his commitment, both in terms of price and stock available for the promotion. In case the vendor would not respect his commitment, Jumia reserves the right to apply sanctions as per section below (see Sanctions section).

 

Vendor must keep in mind that the discounts provided through the promotion feature is a discount based on the original selling price of the product.

 

See below how to apply to a promotion

 

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  • Payment Terms Conditions

 

All vendors will receive weekly payments for items set to delivered within 7 days of the payout day. Every Vendor on jumia.com.ng will be allocated a business day of the week, from Monday to Friday, for payments. If you are, for instance, a Vendor with Friday as an allocated payout day, you will receive payment for items set to delivered during the period 7 days prior to the payout day. For example, the payment made on Tuesday, March 24th will be for all items set to delivered between March 17th and March 23rd.

 
  • Sales and Order Regulations

JUMIA has set high operational expectations for all vendors joining on the platform.

Behaviour leading to Charges:

If the vendor does not respect the contract terms, it will be charged as per below structure:

  • Cancelled items: All orders cancelled before an item is shipped due to vendor error will be considered out of stock and will be charged a Fee.
  • Late Shipment: All orders set from Pending to ready-to-ship after the required timeline of 24 hours will be charged a Late Fulfillment Fee.
  • Returns & Rejections: All items returned by the customer due to a vendor-related issue, such as incomplete item, defective product, counterfeit product, or missing item, will be charged a fee.

JUMIA will charge fees as per the below levels:

  • Cancellation: 2 X Standard Commission value capped at 2500 Naira per Item
  • Late Shipment: Standard Commission value capped at 2500 Naira per Item

Sales Regulation

Sales Regulation is based on returns and rejections:

Returns

If the SKU return rate is greater than 2%(For General Merchandise) or 4%(Fashion items) with a minimum of 3 customers who returned the SKU.

Rejections

If the SKU rejection rate is greater than 3% (For General Merchandise) or 6% (Fashion items) with a minimum of 3 customers who rejected the SKU.

Vendor Delisting Due to Counterfeits

Products offered to our customers MUST be authentic. Jumia has ZERO tolerance for the sale of fake products, including any products that have been illegally replicated, reproduced, or manufactured.

50,000 Naira fine on first occurrence of detection of a listed replica or fake.

50,000 Naira fine on second occurrence of detection of a listed replica or fake.

On the third occurrence, the vendor will be delisted and barred indefinitely from the platform.

 

Order Regulation

Below are the Order regulation criteria for vendors with respect to cancellation rate and fulfillment score:

Orders on your account will be regulated the following week based on your cancellation rate orders and orders you were able to successfully ship within a two week period.
 
Cancellation Rate Daily Order Regulation Pending to Shipped Regulation
<2.5% None None
2.5% - 5.0% 75% * Shipped 4 * Order Regulation
5.0% - 10.0% 50% * Shipped 2 * Order Regulation
>10.0% 2 4
 

For issues regarding order regulations:

Email: [email protected]

Telephone: +23418881102 or +23412772361

  • Sensitive Goods Policies

 

For sensitive goods products, Vendor must add to the description of its products the below Product Creation Requirements. If for the mentioned Categories the requirements are not matched, the products of the vendor can be delisted.

 

Products

Jumia Categories

Product Creation Requirements

Food

Non Alcoholized Beverages

Sodas

Other Beverages

Food

Other Food

Must indicated storage condition + Origin of the food

Alcohol & Tobacco

Alcoholized Beverages

Cigar Universe

Shisha & Accessories

Other Tobacco

E‎-Cigarettes & Accessories

Must indicated storage condition + Origin of the product

Baby Equipment

Baby Care & Safety

Baby Feeding

Baby & Toddler Toys

Sleeping & Nursery

Gear & Stroller

Others Baby

Must indicated usage condition + minimum age + main materials present in the product

Health Products

Health & Fitness, Protrein Powders, Food supplements

Must  indicated Usage condition + storage condition + main ingredients

Beauty Products

Body shop

Make up

Facial Skincare

Perfumes

Hygiene

Womens accessories

Hair care

Health and Relaxation

Facial skin care

Must  indicate Usage condition + Ingredients + Storage

Intimate products

Condoms

Must  indicate storage condition + usage condition + material

Potential Weapons

Kitchen Knife, baseball bat, weapons toys (Nerfs, Airsoft...)

Must indicate normal usage condition, minimum age

Toys

Others Baby

Cars & remote control toys

Dolls & Plush

Educative Toys, Arts & Crafts

Puzzles

Scooters & Ride on Toys

Sports Games

Outdoor Toys

Kids Tablets & Laptops

Bricks, Blocks & Building

Action & Toy figures

Pretend Play

Other Kids

Must indicate minimum Age, Main material

Sex toys

 

Must indicate Minimum Age, Main Material