Raise A Claim

Raise a claim is Jumia's helpdesk for the sellers

If the seller's product is determined as a Counterfeit and a notification is received, the seller shall, within 2 working days provide relevant evidences (Brand authorities and Authenticity statement of the authority) and Raise a claim, with the following information attached in English: 

Counterfeit penatly 
Shop name 
Order Number 
SKU Number 
Country 

RAC categories are shown as below: 

The service is available for orders created within 3 months, and Tracking number of corresponding orders are needed for checking (click on the link to check the package information) 
Click here to jump to the SEKO introduction page for SEKO contact information. 
For confirmed errors, please Raise a claim at the seller center with the table (table format) filled and attached 


  • For package loss, please contact Seko. 
  • Please provide complete data according to the following information. 
Shop name
Country
Order Number
Jumia SKU Number
Comment/Attachment

  • Choose from the following claim reasons: 
Sync Issue
 SKU deleted on SC but still get order
 SKU deleted on SC but alive on Alice
 SKU inactive on SC but still get order
 SKU inactive on SC but still alive on Alice

API Issue
        Please provide API endpoint (url of API demands and API feedback results) 

Store on holiday modeorders come in although the holiday mode has been set for the store

  • For delayed receivables, please provide a full set of the following documents according to the information below: 

Shop name
Country
Account statement period
Amount via period
Comment/ Attachment

  • For any questions about the bill breakdown, please provide a full set of the following documents according to the information below: 
Shop name
Country
Account statement period
Transaction type
Amount
Comment/ Attachment

And choose one trade type from the following items for your claim: 

1.International freight fee
2.Warehouse processing fee
3.Custom cleaning fee
4. Penalty
5.Commission
6. Subsidy
7. Down payment
8. Duplicate recharge
9. Get paid but not receive on payment
10.Get paid in wrong amount
11.FX rate
12.Seko weight 
13.Recharge rate

Note: For bill problems, please raise a separate claim for each trade type