Vendor Complaint Channel

RAC is the abbreviation of “Raise A Claim” and is an appeal channel set up by Jumia for sellers.

If sellers encounter problems in operating their stores, they can seek corresponding help through Raise A Claim.

Special note: Issues related to store registration and activation, product selection, and event application are not within the scope of RAC handling. Please consult through the account managers.

1. RAC has the following two access methods

• RAC web quick link: Click to go
• Vendor Center RAC entrance:

2. How to accurately fill in the information required on the appeal page

• Store name
• Registered email address
• Select the correct reason
• In the “additional comments” section, describe your problem clearly in both Chinese and English (if it is related to an order, clearly write the order number, the difficulties encountered, the help needed, etc.)

Note: If there are attachments, they must be uploaded (attachments cannot exceed 3M).

♦ As shown in the figure, after you successfully complete the RAC, your email will receive an automatically sent system email. The email subject will contain a string of numbers., which is the Case ID or Claim ID. It is the unique number for you to track customer complaints in the future.

♦ The following figure is a case of submitting a question.

3. RAC Precautions

Processing time limit	There are some types of appeals within 3 working days: such as incorrect payment collection, failure to collect payment in a timely manner, appeals for counterfeiting and infringement, FBJ inventory, etc. These involve FBJ departments and may take more than 3 working days. Such appeals will be notified by email.
Corresponding site	On the RAC site corresponding to the issue, if you are on the wrong RAC site, it will be rejected, which will affect the progress of handling your issue.
Cannot submit repeatedly	For the same issue, RAC only needs to be performed once. Repeating RAC will cause cases to backlog and slow down the efficiency of case handling.
Submit language	Please try to describe it in both Chinese and English because both the Chinese and overseas teams are handling it. Issues related to overseas warehouses, such as buyer returns and product listing problems, are all handled by the overseas warehouses.
Submit materials	State the problem as clearly and explicitly as possible, and you can provide a screenshot of the problem as evidence.
Storage compensation	The appeal period is 30 days from the date of signing the POD (Proof of Delivery), and compensation processing will not be supported after the expiration.
RTV compensation	The appeal period is within 2 working days from the date of pick-up; no compensation will be supported after the deadline.

4. Scoring of RAC Handling Results

When the Jumia Seller Support team has processed your appeal, you will receive an email with a survey as shown below.

Please click “Yes” or “No” to indicate whether your issue has been resolved, and also provide a rating.

Your response will help the Jumia Seller Support team provide better support.

(The questionnaire template is as follows)