Dispute Resolution Policy

1. About this Dispute Resolution Policy

Jumia strives to offer a seamless and user-friendly experience across our marketplace.
However, disputes between customers and sellers and/or Jumia will occasionally occur.

This policy provides guidance to customers on how to report issues or complaints and resolve disputes.

2. How can I report an issue or complaint?

To report an issue or a complaint you may contact Jumia customer service by telephoning 0312531805 ; or by using live chat.
For fast and efficient resolution of specific types of issues, listed below, you
can also use the email addresses and online contact forms, listed below, to reach the right team directly.

JumiaPay account related queries (including account closure) Email to: pay.ug@jumia.com
Data privacy related requests Email to: compliance.alert@jumia.com.
Legal disputes Email to: Uganda.Legal@Jumia.com.
Report incorrect product information Email to: Click
Report infringing products Click here
3. What happens after I report an issue or complaint?

After you report and issue or a complaint, Jumia shall take the following steps:
For fast and efficient resolution of specific types of issues, listed below, you
can also use the email addresses and online contact forms, listed below, to reach the right team directly.

4. What happens if my issue or complaint is not resolved to my satisfaction?

Jumia operates the escalation process set out below, to ensure the timely and satisfactory resolution of all issues.
Where possible, we will attempt to resolve issues at the first point of contact with the customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact, a member of the issue resolution team will undertake an investigation.
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 hours of your first contact.
In the event that the issue is not resolved within 48 hours of your first contact, it will be automatically escalated to the customer experience team as the final level of escalation. We endeavour to resolve all issues within 5 days of your first contact.

5. Can I contact sellers directly?

Jumia will make every effort to contact sellers to resolve customer complaints on behalf of our customers. However if these efforts are unsuccessful, customers may also request direct contact details for sellers, by contacting customer service.

6. What if a seller does not cooperate in the dispute resolution process?

Any seller that fails to cooperate in good faith to resolve a customer's complaint may have its seller account restricted or terminated.

7. Other helpful sources of information

Any seller that fails to cooperate in good faith to resolve a customer's complaint may have its seller account restricted or terminated.