Raise A Claim
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
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 mode（orders 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