This article will discuss how to handle jumia abnormal items. Whether the package is lost, damaged or delayed, the merchant needs to take appropriate measures to deal with the problem. Customers can report abnormal situations by contacting the customer service team or filling out an online complaint form. The jumia platform will investigate and provide solutions as soon as possible.
1. Missing items
1) The product in the package is lost due to the merchant’s misoperation: Please ask the merchant to send a new package (to ensure that all products corresponding to the delivery bill are included) and contact SEKO to retrieve the package previously blocked by QC;
2) A SKU is out of stock and not shipped: After the merchant voluntarily cancels the out-of-stock SKU as OOS (Out of stock), RAC applies for other items to scan the warehouse normally.
2. Wrong color
The merchant needs to resend the package with the correct color.
3. The goods are not the same as the board
1) Different styles: Please ship in accordance with the main picture;
2) Different hole spacing: Please correspond to the main picture for the shipping hole spacing, and please paste the model number on the actual product and make it consistent with the title.
4. Specific delivery is lower or smaller than the SKU picture display
1) Too many photos are displayed: Please ship in accordance with the main picture display;
2) Main picture with reference: Please ship in accordance with the main picture display. Please indicate in the title that a certain reference is not included or only a certain product is included to prevent customers from misunderstanding the product content included in the order.
5. Wrong item
Please resend the correct product.
6. Size
1) Wrong size: Please ship in accordance with the seller’s selection;
2) SKU lacks a size chart: One of the main pictures of the clothing and shoes SKU needs to have a correct size chart.
7. Brand problem
1) Wrong brand: Please re-post the product of the correct brand;
2) Physical object without brand logo: Product packaging or items need to print/paste brand text/logo.
8. Damaged goods
Please resend the complete goods.
9. Packaging is not compliant
Please re-post the product with correct packaging.
10. Prohibited goods
Please check all stores with similar SKUs in time and remove them immediately. Please retrieve them as soon as possible in the package in transit.
Before the product is on the shelf, the merchant can consult the Jumia Business University or the business manager whether the relevant product is a prohibited item or a dangerous item. If so, the merchant should not post it in the store. In addition, if the goods are found to be dangerous goods during the specific operation, they need to be removed from the shelves in time, intercept the package on the way, and prevent the package from reaching the customer.
11. Unable to scan the waybill
The warehouse will contact the merchant to change the order.
The merchant should ensure that the printing on the surface of the package complies with the regulations, and the barcode is clear, not deformed, and complete; in addition, when pasting the surface of the packaging, the surface should be kept clean, wrinkle-free, and on the same plane as much as possible for the warehouse to scan.
How to handle returns of abnormal items:
(1) Jumia will notify merchants of the details of packages that can be returned via email every Friday afternoon;
(2) Merchant friends can reply via email within 14 days after receiving the email to confirm whether the goods need to be returned or abandoned;
(3) For packages that must be returned, merchants need to coordinate with the warehouse and bear the relevant warehouse operating expenses;
(4) Merchants can choose to pick up the goods at home or return them by express delivery. Express returns will be paid on delivery.
This article introduces how to handle order problems such as missing items, wrong color, wrong goods, actual shipments not matching pictures, and wrong items, including resending the correct products to match the main pictures. Merchants can choose the corresponding handling method according to the specific situation.