1. What should I do if I can’t log in to my account?
Check if your login email and password are correct. If correct, please contact your operations manager or incubation manager. If you don’t have a manager, please raise a claim and provide your login email, a screenshot of the problem, and a description of the situation.
2. Can I change my shop name?
After successful account registration, the shop name and email cannot be changed.
3. What should I do if I didn’t receive an automatic reply email with my claim ID after raising a claim?
Check if the email is in your spam/junk mail folder. If not, it generally won’t affect the platform’s processing of your appeal.
If you haven’t received a reply after 3 business days, you can contact your operations manager or incubation manager for details.
4. Why can’t I receive the password change link?
Check if the password change email is in your spam/junk mail folder. If you didn’t receive the email, please contact your operations manager or incubation manager. If you don’t have a manager, please raise a claim and provide your login email, a screenshot of the problem, and a description of the situation.
5. What is the difference between delisting a shop and closing a shop?
Closing a shop means terminating your partnership with Jumia and ceasing all business activities on the Jumia platform. Once a shop is closed, you will no longer be able to log in.
Delisting a shop means temporarily ceasing all sales activities on the platform.
6. What is the process for closing a shop?
If you decide to close your shop, please first check if your shop meets the following closure conditions:
1) All products in your shop have been removed from the shelves.
2) All order delivery times are more than 15 days.
3) Your billing balance is 0 (no outstanding payments or receivables).
4) Jumia warehouse inventory is 0. If there is inventory, please remove it promptly, or confirm that you have transferred the handling rights of the goods to Jumia.
If these conditions are met, you can file a claim through the Vendor Center, and we will close your shop according to your request.
