Order Management and Customer Satisfaction.

1. # 1 African retailer
Incubation
Order Management & Customer
Satisfaction

2. • In this training, you will learn how to manage your orders on Jumia, what is our Return policy
and your role in our customer satisfaction
• After this training, you will be able to understand the order processing, to monitor your orders on
the Seller Center, to pack your items and to figure out the importance of good operationnal
performance.
Order Management & customer satisfaction Training

3. 3
Agenda
1 Your Business – your fulfillment method
2 Fulfillment method: Fulfill by Vendor
3 Pack your Items
4 Monitor your orders in Seller Center
5 Fulfillment method: Fulfill by Jumia
7 Customer Satisfaction
6 Return Processing

4. List Fulfill Cash In
4
Your Business, your fulfilment method
Storage
Stock updates
Price updates
Invoice customer
Oder Packaging
Delivery
Pick your model and start cash-in right now !
You
Fulfilment by Jumia
Jumia releases you from your
pain points
Fulfil by Vendor
You monitor all the
process
You
You
You
Or You
You

5. Orders Management: Fulfillment by Vendor
Step 6
Jumia pays you for the
months’ orders
Step 5
Jumia delivers to the
customer
Step 4
Jumia picks up your
package or you drop it
at Jumia’s Warehouse
Step 3
You package orders and click
‘ready to ship’
Step 2
You receive the order in the
Seller Center
Step 1
The customer places an order

6. 6
Pack your items 1/2
How to Pack your Items?
Use the Jumia
Branded packaging
for your items and
put the printed
customer invoice
inside the package
with the items
Staple the shipping
label outside the
package.
The barcode on the
shipping label must be
scannable, the ink
should not be too
thin/thick
For the large already packed items:
Use a flyer and tape it on the
package
In the flyer put the invoice and
shipping label
21

7. 7
Pack your items 2/2
Any damage package will be
automatically rejected by
Jumia’s operations.
NO DAMAGED PACKAGES !
The package you provide with the
items should be without any
default.
Strengthen your packages may be
necessary.

8. 8
Monitor your Orders on the Seller Center 1/2
1. Choose a Shipping provider
2. Enter the Tracking ID
3. Print all the required
documents: Invoice,
Shipping labels, pick lists,
Carrier Manifests
4. Pack your items with the
entire set ready to be
handed over
5. Set your Order as “Ready to
Ship” under Actions
Pending Ready-to-Ship Shipped Completed
2 days
Max
To manage your orders,
click on Orders > Manage
Orders.
The “Pending” section is
where you’ll find your
orders waiting to be
processed by you and then
picked up by us.
Pick up By Jumia
1. When the carrier has
arrived, you can move
the order as shipped.
2. Pick “Shipped all”
under Actions
“Canceled” : when you
canceled the order because
of Out of stock
‘Returned”: product was
returned by the customer
within the 7days withdrawal
period
“Delivered failed”: customer
was not reachable by the
Shipping provider
“Delivered”: Order
successfully received by
customer
Order
Status in
Seller
Center

9. 9
Monitor your Orders on the Seller Center 1/2
Update your orders
at every step.
Click on Orders >
Manage Orders

10. 10
Order Management: Fulfillment by Jumia
Step 6
Jumia pays you for the
months’ orders
Step 5
Jumia delivers to the
customer
Step 4
Jumia packages your
orders
Step 3
The customer places an order
Step 2
We store your products for
free
Step 1
You send your products to
Jumia’s warehouse

11. 11
Return Processing
The product sent back is still in its
original plastic wrap
The product has not been used
There isn’t any missing part of the
product
The client has kept and sent back the
invoice of the product
Jumia customer service makes sure
the product is not faulty
Jumia comes to your place to bring
you back your items
Jumia reimburses you the
commission fees in the next payment
cycle
JUMIA guarantees returns in
the following cases:
JUMIA ensures
customer satisfaction
JUMIA puts its entire
attention in your
protection.
JUMIA accepts returns only if
all conditions are fulfilled:
The product is not the one ordered
The product is faulty
JUMIA also offers a 7 days period of
withdrawal for the customer to change
his mind.
JUMIA eases your
business management
JUMIA sends your product
back within a month:

12. Your role is Key for Customer Satisfaction
Sell reliable Products Ensure Fast Delivery
• Genuine Products
• Reliable Product
Descriptions
• Quality Products
• Packaging Quality
• Fulfill 100% of orders
within 48h
• Select Fulfillment by
Jumia
Customer Satisfaction
Virtuous Circle
Richer
Vendor
Strong
Vendor
Happy
Customer
Returning
Customer
Strong Vendor
Did you know? Jumia follow closely its customer satisfaction with Weekly surveys