Frequently Asked Questions
Account & Onboarding
How do I start selling on Jumia and what are the requirements?
To start selling on Jumia, you must complete the seller registration form and provide your KYC documents. These typically include a National ID (for individuals) or CAC/business registration documents (for companies), and bank account details.
Where can I find the official Jumia Vendor Center login link?
You can access the official Jumia Vendor Center login at vendorcenter.jumia.com. Use the email and password created during the seller registration process to manage your store.
What is the Jumia New Seller Training, and is it mandatory?
The Jumia New Seller Training is a mandatory series of modules covering platform policies, product listing best practices, and order fulfillment processes. It ensures all new vendors are ready to trade efficiently.
How do I update my bank account information for payment payouts?
You can update your bank account information directly in the Vendor Center under the Settings or Profile section. Ensure the account name matches your registered business name to avoid payment delays.
What should I do if my Jumia shop is delisted or suspended?
A delisted shop usually results from critical performance issues (e.g., high Cancellation Rate). You must check the performance dashboard, address the issue, and apply for shop relisting via a claim.
Finance & Growth
What is the Jumia commission fee structure?
The Jumia commission fees are a percentage deduction from the product sales price and vary based on the specific product category (e.g., fashion, electronics). A full structure is detailed in the Vendor Hub, Learn the basics - Commissions & Fees section.
How often are seller payments made, and where can I view my statement?
Seller payments are typically processed on a weekly payout frequency. You can view your detailed sales, commissions, and account statement report in the Vendor Center Account Statements tab.
How do I participate in Jumia sales campaigns like Black Friday?
To join promotion, log into the Vendor Center, navigate to the Promotions section, and nominate your products with the best prices to participate in major Jumia sales campaigns like Black Friday.
What are Jumia Sponsored Products, and how do they work?
Jumia Sponsored Products is the platform's advertising service that allows you to bid on keywords to boost product visibility and secure top positions in search results and category pages for a pay-per-click fee.
How do I activate Holiday Mode for my store?
You can activate Holiday Mode in the Vendor Center Settings to temporarily close your store for a vacation. This prevents new orders while keeping your listings approved and ready to go live upon your return.
Order Fulfillment & Logistics
What is the difference between Dropship and Jumia Express?
Jumia Express (Fulfillment by Jumia) means Jumia stores your items and handles packaging and delivery. Dropship means you store the stock and drop off packages at a Jumia drop-off station after an order.
Where can I find the nearest Jumia drop-off location and its working hours?
The complete list of Jumia drop-off locations and their working hours is typically available on the Learn the basics/ Manage your orders and Vendor Drop off stations of your country's Vendor Hub.
What are the proper packaging guidelines for Jumia orders?
All orders must be packaged securely using appropriate packaging material (like Jumia's branded bags or boxes) to prevent damage. Fragile items require extra bubble wrap and a "Fragile" label.
Performance & Customer Service
How is my Jumia Seller Score calculated and how can I improve it ?
The Seller Score is calculated based on key performance metrics including your Shipping Speed, Quality Return Rate (QRR), and your Customer Rating. To improve it, maintain zero cancellations and ship orders fast.
What is a high Order Cancellation Rate (CR) and how can I avoid it?
A high Cancellation Rate (CR) is typically caused by selling out-of-stock items. To avoid it, ensure your Vendor Center stock is updated daily and accurately reflects your physical inventory.
What is the process for handling customer returns?
The Jumia return policy is handled by Jumia's logistics team. You will be notified when a product is returned to the drop-off station for your inspection and collection.
Product & Content Management
How can I upload new products to my Jumia store?
You can upload new products in the Vendor Center using either the single-product creation form or the batch product upload CSV file. Remember to select the correct category and provide full content details
Why are my new products not live on the Jumia website?
Products may be not live because they are pending Quality Control (QC) approval, lack a price or stock quantity, or have been rejected due to poor image standards or policy violation (e.g., prohibited products).
How do I update the price or stock quantity of a product?
You can update the price or stock quantity for any product directly through the Manage Products section in your Vendor Center. It is crucial to maintain accurate stock levels to prevent cancellations.
Support & Communication
How does Jumia communicate official updates and how can I get direct support?
Jumia communication for all critical seller updates (policies, campaigns, performance) is primarily via email. For direct assistance with specific issues (e.g., payments, returns, order cancellation), you must use the official Raise a Claim to contact the Seller Support team.
