1. Introduction to Types of Overseas Warehouse Returns/forfeit

Aged inventory returns/forfeit: As of the inventory report date, products are in normal condition, have been stored for more than 180 days, and cannot be sold out within 30 days based on sales in the past four weeks. Jumia initiates returns or abandonments to improve warehouse turnover rate and utilization.

Broken inventory returns: For products returned to the warehouse due to failed delivery, customer returns, failed incoming inspection, and other special circumstances, the warehouse will conduct QC (quality inspection) on these products. Products that fail the quality inspection cannot be re-listed and need to be returned.

Normal inventory but applied for return/forfeit by sellers: Sellers need to actively return or abandon certain products to optimize inventory, and such products are not included in types 1 and 2. To ensure a smooth and error-free process, currently, only applications for returning or abandoning all inventory under one SKU variant are accepted; applications for returning or abandoning partial inventory are temporarily not accepted.

2. Introduction to the Process of FBJ Returns/Forfeit

2.1 Return/Discard of Overdue Inventory

1) Around the 7th of each month, Jumia will send a list of overdue and slow-moving products to the seller’s registered email address via email, asking the seller to confirm whether to return or discard the products. Please click to view the email sample. (In case of special circumstances, such as long holidays like National Day/Spring Festival, major events like Black Friday, etc., the email sending may be advanced, delayed, or cancelled.)

2) Sellers need to check and receive the email in their registered email box and respond with the handling method.

Email reply method: Be sure to scan the QR code in the email or click the link in the email to open the WeChat questionnaire, fill it out as required, and submit it.

Note: Please respond before the deadline specified in the email; otherwise, the products will be treated as discarded

3) The Jumia operation team will uniformly collect and sort out the sellers’ replies around the 15th and share them with the local team. The local team will handle the return/discard within 30-45 days (calculated from the 15th). There may be delays during peak seasons. In addition, there may be delays due to force majeure or major local national festivals and holidays. If you need to apply for a RTV previously, it is recommended to fill it out before the 15th of the month to avoid missing the processing window for this month. If you miss it, it will be delayed until the next month.

4) If the seller chooses to return the products: The warehouse staff will execute the following return packaging process.

① Local warehouse staff will pick and pack the products and place them in the return warehouse.

② The system will send a pick-up reminder email to the registered email address.

③ Warehouse staff will wait for the seller to arrive for pick-up. (For the pick-up process, please refer to Part 3 on this page – Introduction to Pick-up Process)

5) If the seller chooses to discard the products: Warehouse staff will remove the products from the system inventory. These products will not be available for sale after being removed from the shelves.

2.2 Return of Unsalable Products

• Jumia’s local warehouse will automatically sort and pack unsalable products every day (no need for seller confirmation). After packaging is completed, the system will send a pick-up reminder email (please refer to Part 3 on this page – Introduction to Pick-up Process for the email sample).

2.3 Seller’s Active Application for Return/forfeit

There are the following two ways to apply (currently, return applications submitted through VC are not supported, and VC applications will be deemed invalid)

Method 1:

1) The seller uses WeChat to scan the following QR code or click this link to enter the application interface.

2) Fill in the questionnaire according to the following guidelines.

① Applying for product return: Please click to view the questionnaire filling guidelines.

② Applying for product forfeit: The questionnaire filling is basically the same as above. The only difference is: for “Return/Abandon 退货/弃货”, please fill in Abandon or Forfeit.

3) The Jumia team will sort out all sellers’ applications and send them to the local warehouse team for processing around the 15th of each month. The local team will process the return/abandonment within 30-45 days (calculated from the 15th). To ensure the smooth flow of the process, currently we only accept applications for return or abandonment of all inventory under one SKU variant, and do not accept return or abandonment of partial inventory. (There may be delays during peak seasons. In addition, delays may occur due to force majeure or major local national festivals and holidays). If you need to actively apply for warehouse return, it is recommended to fill in the application before the 15th of the current month to avoid missing the processing window of the current month; otherwise, it will be delayed until the next month for processing.

3. Introduction to the seller’s pick-up process

• After receiving the pick-up email in the registered email, the seller should print the information of the products to be picked up: date, store name, RS number, SKU, quantity, etc. Please click to view the pick-up email example.
• The seller should bring the printed product information sheet for pick-up, as well as UserName and Password information to the designated warehouse for pick-up. (Guidelines for creating a picker).
• Upon arrival at the pick-up warehouse, the seller needs to provide the store name to the warehouse staff. The warehouse staff will then check in the system whether there are products to be picked up for this store.
• The warehouse staff will lead the seller to the handover location. The seller enters UserName and Password in the computer provided by Jumia for verification.
• The warehouse staff will then hand over the packages to be picked up to the seller. On the outside of the package, there is a document attached with the details of the products inside, including SKU, RS number, UID, etc. (Please click to view the product details document).
• The seller and the warehouse staff must check the quantity and content of the products on the spot together: 1) Whether the seller’s RS number information matches the document on the outside of the package; 2) Whether the document on the outside of the package matches the actual products inside the package.
• If there are any problems with the products, such as incorrect quantity, wrong products, or damage, etc., the seller needs to inform the warehouse staff of the problem on the spot, be sure to keep on-site records, take photos as evidence, and the seller and warehouse staff should confirm and sign on the printed information sheet brought by the seller, which will serve as the appeal certificate (for how to submit a claim (Raise a Claim), please refer to the required documents mentioned in the “RAC Notes” below).
• The seller clicks the “Confirm” button on the computer to confirm, and leaves the warehouse with the products.
• The system will automatically send an email indicating the completion of pick-up to the seller’s registered email (please click to view the example of the pick-up completion email).

♦ Pick-up notes:

• Be sure to prepare the store’s English name, UserName, Password, RS number information (RS number, SKU, quantity) before picking up the goods.
• Pay attention to the warehouse address in the latest pick-up email.
• Pay attention to the remaining days in the pick-up email. After the remaining days reach 0, the products will be confiscated and cannot be picked up.
• No advance appointment is required, but please pick up the goods within the specified working hours in the pick-up email.
• Be sure to check the quantity and content of the products on the spot to ensure they are correct before leaving.
• The product details on the outside of the package must be kept intact. If there are any problems in the future, please provide this document as proof of the pick-up details.
• If there are any problems during pick-up, please feedback to the staff on the spot, and the staff will record the problem. After pick-up, please Raise a Claim within 2 working days.
• For functional products, such as high-value electronic products like mobile phones/ Bluetooth headsets/ video recorders/ power banks, if there are any problems, please file a RAC within 48 hours after pick-up.

4. RAC Notes

In case of the following RTV (Return to Vendor) problems, please be sure to Raise a Claim within 2 working days after pick-up to prevent overdue destruction. At the same time, provide the following documents and explain the details to facilitate subsequent investigation and compensation.

4.1 Take less when picking up goods

1) The pick-up email sent by the system (convert the original email text into pdf format and attach it as an attachment).

2) When filing a RAC, list the details of the missing Package/Tracking number/Jumia SKU during pick-up (provide in text format: for example, RS#XXX, SKU#XXX, total XX items to be picked up, among which XX items are missing), and the pick-up date needs to be provided when filing a RAC.

3) The pick-up information list brought during pick-up, which must be signed by the local warehouse staff.

4.2 Picking up goods within the specified working hours but being informed that the goods are not in the warehouse:

1) Provide the pick-up email sent by the system with the warehouse address (convert the original email text into pdf format and attach it as an attachment).

2) Evidence related to confirming the warehouse address on the spot (Warehouse Logo/ warehouse name sign/ date record).

3) The pick-up information list brought during pick-up, which must be signed by the local warehouse staff.

4.3 Receiving wrong goods:

1) Package/Tracking number, details of Jumia SKU (provide in text format, for example, RS#XX, SKU#XX, wrong product XX was received).

2) Photos of the wrong goods (need to clearly take the UID number on the goods).

3) The document with the details of the products inside attached to the outside of the package.

4.4 Receiving damaged goods or goods with missing accessories:

1) Package/Tracking number, details of Jumia SKU (provide in text format).

2) Photos of the damaged/accessory-missing goods (need to clearly take the UID number on the goods).

3) The pick-up information list brought during pick-up, which must be signed by the local warehouse staff.

5. Frequently Asked Questions

• When can I pick up the goods? Where to pick them up?

Answer: After receiving the pick-up email sent by the system, the seller can carry out the pick-up operation according to the relevant information in the email. The email contains key information such as product information, pick-up time, pick-up location, and validity period. Please read it carefully.

• The actual pick-up quantity is inconsistent with that in the pick-up email?

Answer: The actual pick-up quantity is subject to the pick-up email sent by the system; the seller should first check whether the picked-up SKU is correct according to the provided email and check whether the corresponding product has passed the pick-up validity period. If there are still problems, please file a RAC. For the materials to be submitted for RAC, please refer to the above RAC notes.

• How to feedback on overseas warehouse return issues?

Answer: You can submit a RAC related to overseas warehouse returns. Please describe your problem in English (Google Translate can be used). For the materials required for RAC, please refer to the above RAC notes.

6. Other Reference Information

Please refer to this link for the warehouse addresses of various countries.

The actual address of the goods shall be subject to the received pick-up email.