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Disputes Resolution Policy - For Merchants


This policy is intended to be a guide to merchants in the handling of payment disputes involving: (i) you, the merchant; and (ii) the customer.


1. Your Safety is Our Highest Priority

    • Your safety is our highest priority. Using the most advanced technology, we ensure your information is always protected. Your financial information is used to process settlements, and is securely protected in accordance with applicable laws and regulations.

2. Real-Time Risk Monitoring

    • All activities on JumiaPay are monitored around the clock. Our real-time risk monitoring platform analyzes all user behavior, and our dedicated fraud team reviews all suspicious activity.

3. Fraud Prevention

    • If you or your employees notice anything suspicious such as emails, messages or calls claiming to be from JumiaPay in respect of your account that you cannot explain, or if you notice a transaction on your dashboard which appears suspicious, contact us immediately via: [email protected]
    • Please note that JumiaPay will never ask for your password or financial information (like a card number or PIN) via email, text message or on the phone.

4. Avoiding Disputes

    • Filing, receiving, processing and responding to disputes can be cumbersome for all parties involved - both the customer and you (the merchant). So it is best for everybody to avoid them as much as possible.
    • The most common disputes arise around delivery of packages or services, which may arrive incomplete or damaged, or later than expected by the customer.
    • In general, you should ensure that: (i) your refund and return policies are openly and transparently communicated on your website or app; (ii) you properly calculate the estimated date of delivery factoring in weekends and public holidays; (iii) the estimated date of delivery is made clear in the order summary before charging the customer and in the order confirmation after checkout and in the email summary; (iv) you advise customers at the earliest if you become aware of delivery delays; (v) you let customers understand that delivery is to occur across several shipments before directing them to JumiaPay; and (vi) items are securely and safely packed and protected during delivery.
    • We strongly recommend using a reliable shipping company that provides tracking information and proof of delivery. Our friends at Jumia Logistics ship millions of items across Africa every month, and would be delighted to deliver yours!

5. Receiving A Dispute

    • A customer can dispute a payment that they made via JumiaPay to you in different ways, for example by contacting JumiaPay directly or their bank. They may also reach out to you directly.
    • It is our goal to resolve all disputes as fast as possible, and we will need your help. Typically, we will reach out to you via email to ask for supporting documentation, and it is important that we receive these documents in a timely manner. For more information, you may refer to our Merchant Service Agreement and the Dispute Resolution Policy for Customers.

6. Dispute Categories

    • Below are a few of the disputes that may be raised by customers:
    • I. Service / Product Incomplete or Damaged
      • In this case, the customer claims to have received the item but it was damaged in transit, or the wrong item/service was received, or the order was incomplete.
      • In such a scenario, we would typically need you to provide some or all of the following: (i) proof of delivery such as tracking number or waybill number; (ii) receipt from the delivery service; and (iii) details of insurance for the package if applicable; (iv) in the case of a missing item claim, written confirmation from you that the item was shipped; (v) an extract of your policies and T&Cs which the customer accepted that covers items damaged or lost during delivery; and (vi) where applicable, copy of all communications with the customer about the incomplete order or partial delivery.
    • II. Service / Product Late or Not Delivered
      • In this instance, the delivery of the item is behind the confirmed and communicated delivery date.
      • We would typically need you to provide some or all of the following: (i) proof of delivery such as the tracking number or waybill number; (ii) receipt from the delivery service; (iii) details of insurance for the package if applicable; (iv) proof that the delivery is not yet delayed and is within the communicated timeframe; (v) extract of your policies and T&Cs regarding deliveries; (vi) copy of order confirmation with clear delivery dates; (vii) screenshot of product page with clear delivery dates; and (viii) if available, copy of all communications with the customer regarding the order being delayed.
    • III. Wrong Amount
      • In this case, the customer is typically happy with the items and products received but claims to have been charged a different amount from what they saw on the invoice.
      • There may be technical reasons for this, or it may be due to currency conversion. If a customer reaches out to you regarding such a matter, feel free to direct them to us, and we will look into resolving the matter.
    • IV. Payment Not Authorized
      • The customer does not recognise the transaction and claims that they did not authorize it.
      • If a customer reaches out to you with a claim such as this, direct them to us and hold the delivery if it is not already shipped.
      • If JumiaPay is handling such a dispute from a customer or their bank, we require you to do the following: (i) hold delivery if it is not already shipped; (ii) provide proof of delivery such as the tracking number or waybill number; (iii) provide the receipt from the delivery service; (iv) provide the shipping address with full name of customer; and (v) provide mobile number and email address of customer.

Chargebacks and Disputes

    • JumiaPay will handle bank chargebacks and refunds in accordance with our dispute resolution policy for customers.
    • Chargebacks
    • A chargeback occurs when the customer contacts their card-issuing bank and requests a refund on a purchase that they have made and which was processed by JumiaPay. In the case of a chargeback claim by a customer, JumiaPay does not make the final decision in respect of the dispute; this typically rests with the card-issuing bank. While we will defend and assist you to the best of our abilities based on the documentation you provide, JumiaPay will have to follow the bank’s decision.
    • Below are some types of chargeback claims that a customer may raise with their bank:
    • Service / Product Incomplete or Damaged. In this case, the bank notifies JumiaPay that the customer claims to have received the item, but the item was damaged in transit, or the wrong item was received, or the order was incomplete.
    • If a customer complains to their bank about a Product/Service which is incomplete or damaged, kindly provide us with:

      • • Evidence that the customer has not contacted you to solve the issue or returned the merchandise;
      • • Evidence that the merchandise was not damaged or defective;
      • • Evidence that the merchandise was replaced/repaired by you;
      • • A logistics company-signed proof of delivery and address verification service match if applicable;
      • • Evidence of written communication where the customer confirms possession of the product; and
      • • An explanation as to why shipment was delayed.
    • If the chargeback concerns digital goods, kindly provide us with:
      • • Proof that the customer has not contacted you to solve the issue;
      • • A confirmation email sent to the customer showing delivery status
      • • Evidence that the merchandise was delivered as described or was not damaged or defective;
      • • A description of the digital goods and the date and time they were purchased and downloaded; and
    • If the chargeback concerns a Service, kindly provide us with:
      • • Evidence that the customer has not contacted you to solve the issue;
      • • A copy of the invoice and the confirmation email sent to the customer;
      • • Evidence to prove that the service was delivered as described;
      • • Evidence that the customer received the merchant's cancellation or return policy and did not cancel according to the disclosed policy;
      • • Evidence that the customer has not contacted the merchant to cancel the service;
      • • Evidence that the services were used between the billing date and the cancellation date
      • • Evidence that the customer is still interested in the service
    • If the chargeback concerns a wrong amount or the customer being charged twice. In this case, the customer is typically happy with the items and products received, but claims to have been charged a different amount from what they saw on the invoice or claims to have been charged twice. In such a case, kindly provide us with:
      • • A copy of the invoice of two separate orders;
      • • All the documentation to prove that no other form of payment was received; and
      • • Proof of multiple charges from customers.
      • • Evidence that value was given for both payments
    • If a customer complains to their bank about a misrepresentation of the purchased product or service, kindly provide us with:
      • • Evidence that the merchant's terms and conditions were clearly communicated before the transaction was processed;
      • • Evidence that the customer acknowledged the merchant's terms and conditions (for example, a screenshot of the checkout page of your website showing that the customer accepted the terms and conditions by selecting a checkbox before proceeding to make payment).
      • • Evidence of delivery and acknowledgement of receipt by customer
      • • Evidence that the customer has been communicated on the disputed order.
    • If a customer complains to their bank about counterfeit merchandise, kindly provide us with:
      • • A copy of the invoice;
      • • A neutral third-party opinion confirming the authenticity of the product or service sold; and
      • • Evidence of delivery and acknowledgement of receipt by customer
    • If a customer complains to their bank about being charged for a cancelled recurring transaction, kindly provide us with:
      • • Evidence that the service was delivered to the customer and is active (Non-Refundable)
    • Refunds
    • In the case of a refund claim by a customer, you make the final decision in respect of the dispute, following your investigation (working with JumiaPay and the customer). JumiaPay will rely on you and the customer to provide the requested information and documentation in order for you to arrive at a decision as to whether or not to make the refund to the customer.
    • Below are types of refunds that a customer may raise with the Merchant:
    • Service / Product Incomplete or Damaged. In this case, the customer notifies the merchant that the item was damaged in transit, or the wrong item was received, or the order was incomplete.
    • If a customer complains to you about a Product/Service which is incomplete or damaged, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If the refund concerns digital goods, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If the refund concerns a Service, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If the refund concerns a wrong amount or the customer being charged twice. In this case, the customer is typically happy with the items and products received, but claims to have been charged a different amount from what they saw on the invoice or claims to have been charged twice. In such a case, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If a customer complains to you about a misrepresentation of the purchased product or service, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If a customer complains to you about counterfeit merchandise, kindly provide us with:
      • • Merchants conclude investigation with customer
      • • Merchant requests for a refund from JumiaPay, If claims are genuine.
    • If a customer complains to you about being charged for a cancelled recurring transaction, kindly provide us with:
      • • Evidence that the service was delivered to the customer and is active (Non-Refundable)

Note that the above chargeback and refund scenarios are by no means exhaustive as there may be other scenarios that arise. As such, each matter is handled on a case by case basis.


Disputes Resolution Policy - For Customers

1. Our minimum standard

    • JumiaPay aims to deliver the best payment experience for our merchants and customers. Our operations are based on the following four principles:
    • • Building a high level of trust in the payment experience and providing an automated experience to our customers
    • • High transparency and clear communication
    • • Fast support and issue resolution at first point of contact
    • • Compliance with all laws and regulatory requirements.

2. How can I report an issue or raise a complaint?

    • We handle all complaints received via any of the following communication channels:
    • Telephone: Call our contact centre on 0706000000/018881106
    • For the fast and efficient resolution of specific types of issues, listed below, you can also use the email addresses listed below, to reach the right team directly.

      Enquiry/ComplaintEmail Address
      JumiaPay account-related queries (including account closure)Email: [email protected]
      Report security breaches and suspected fraudsEmail: [email protected]
      Chargebacks and DisputesEmail: [email protected]
    • The process for raising complaints or queries is transparent and we encourage all our customers to use any of the above communication channels as all cases will be reviewed and handled fairly.

3. What happens after I report an issue or complaint?

    • After you report an issue or a complaint, JumiaPay shall take the following steps:
      • • Acknowledge receipt of the issue or complaint;
      • • Record the following information for purposes of keeping you updated and tracking the issue or complaint:
        • ◦ your name and contact details; and
        • ◦ the nature of the issue or complaint.
      • • Issue a reference number for the complaint for tracking purposes;
      • • Send you regular email updates on the steps taken to resolve the issue, in the event that it is not resolved upon first contact; and
      • • Notify you via email once the matter has been resolved and seek confirmation of your level of satisfaction with the resolution.

4. Escalation of complaints

    • Where possible, we will attempt to resolve issues at the first point of contact with the JumiaPay Customer Service team.
    • The issue resolution team may request additional information from you and they will investigate the issue, considering all relevant circumstances and information available. You will be informed of their findings within 48 working hours of your first contact.
    • We endeavour to resolve all issues within 30 days of your first contact.
    • In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us or escalate further.

5. Chargebacks and Refunds

    • JumiaPay will handle chargebacks and refunds as detailed below once we are notified by you of any disputes or complaints.
    • 5.1. Chargebacks
      • A chargeback occurs when you contact your card-issuing bank and request a refund on a purchase that you have made and which was processed by JumiaPay.

      • You may file a chargeback request with your bank due to an unauthorized transaction or on suspicion of fraud, where you suspect that your account or financial information has been used without your permission. You can also raise a chargeback where you did not receive value for a transaction for which payment was made successfully.

      • Although the card-issuing bank/Switch determines the outcome of the process, JumiaPay will be available to help you through the entire process.

    • 5.2. Refunds
      • A refund occurs when you contact your merchant/seller and request a refund on a payment that you have made and which was processed by JumiaPay.

      • It is advisable you raise a dispute with your bank for unauthorized transactions or for transactions where you suspect that your account or financial information has been used without your permission. You can also raise a refund request where you did not receive value for a transaction for which payment was made successfully.

      • Following the refund request, the merchant/seller investigates the request in order to resolve the matter and process the refund. While the investigation is ongoing, if the value has not been given, a temporary hold may automatically be placed on the transaction funds. This hold will stay in place while the refund is resolved and the refund will be released back to you if the refund is settled in your favour.