Payment Solutions Sell Online
Request a Call

Disputes - Merchant Information

  1. Safety
  2. Real-Time Risk Monitoring
  3. Fraud Prevention
  4. Avoiding Disputes
  5. Receiving A Dispute
  6. Dispute Categories
  7. Service / Product Incomplete or Damaged
  8. Service / Product Late or Not Delivered
  9. Wrong Amount
  10. Payment Not Authorized
  11. Bank Chargebacks
  12. Fraud Loss Waiver
  13. Contact JumiaPay
  14. Getting Contacted By JumiaPay

Safety

Your safety is our highest priority. Using the most advanced technology, we ensure your information is always protected. Your financial information is only used to process settlements, and never passed on to other commercial parties.


Real-Time Risk Monitoring

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


Fraud Prevention

If you or your employees notice anything suspicious - emails, messages, or calls claiming to be from JumiaPay to activities on your account that you cannot explain, or if you notice a transaction that you did not make - contact us immediately: Contact JumiaPay

Please note that JumiaPay will never ask for your password or full financial information (like a credit card number) via email, text message or on the phone.


Avoiding Disputes

Filing, receiving, processing, and responding to disputes is an annoyance 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 - packages arrive incomplete or damaged, or later than expected by the customer.

In general, you should ensure that:

  • Your refund- and return policies are openly and transparently communicated
  • You properly calculate the estimated date of delivery, factoring in weekends and public holidays
  • This estimated date of delivery is made clear in the order summary before charging the customer, and then again in the order confirmation - both after checkout and especially in the email summary.
  • You advise customers at the earliest if you become aware of delays.
  • If delivery will happen across several shipments, you ensure that the customers understand this before redirecting them to JumiaPay .
  • Items are securely and safely packed and protected during the journey.

We strongly recommend using a reliable shipping company that provides tracking information and proof of delivery.

Beyond that, we can also recommend the following:

  • NG: DHL, UPS and FedEx.
  • EG: Aramex and FedEx.
  • KE: Wells Fargo, FedEx and DHL.

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 imperative that we receive these documents in a timely manner. Some countries have very strict legal requirements in place when it comes to responding to disputes, which you can find in your Merchant Service Agreement, the following timelines are indicative:

  • Nigeria: 12 hours
  • Egypt: 5 calendar days
  • Kenya: 5 calendar days

If you breach this timeline we will have to accept the dispute in favor of your customer.


Dispute Categories

Please find the four types of dispute that a customer may raise below; some of them we will be able to handle internally without your support. If a customer reaches out to you in one of these cases, forward it to us and we will take care of it: Contact JumiaPay


Service/Product Incomplete or Damaged

In this case, the customer claims to have received the item, but: It was damaged during transport Or the wrong item was received Or the order was incomplete

We typically need you to provide some or all of the following:

  • Proof of delivery, for example
  • tracking number
  • waybill number
  • receipt from delivery service
  • Details of insurance for package if applicable
  • In case of missing item claim, written confirmation from you that the item was shipped
  • An extract of your policies and T&C which the customer accepted that covers items damaged or lost during delivery
  • Where applicable, copy of all communications with customer about incomplete order or partial delivery

Service/Product Late or Not Delivered

Here the item is more than two weeks behind the confirmed delivery date.

We typically need you to provide some or all of the following:

  • Proof of delivery, for example
  • tracking number
  • waybill number
  • receipt from delivery service
  • Details of insurance for parcel if applicable
  • Proof that delivery is not yet delayed and within the communicated timeframe, for example:

Extract of your policies and T&C regarding deliveries Copy of order confirmation with clear delivery dates Screenshot of product page with clear delivery dates If available, copy of all communications with customer about order being delayed, and customer's acknowledgement


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.

Typically this can have technical reasons, or may be caused by currency conversion. If a customer reaches out to you, feel free to redirect them to us, and we will handle everything else: Contact JumiaPay


Payment Not Authorized

The customer does not recognize the transaction, and claims that they did not authorize it.

If a customer reaches out to you with a claim like this, urgently: Hold the delivery if not already shipped Redirect the customer to us: Contact JumiaPay

If JumiaPay receives such a dispute from a customer or their bank, we need your immediate support:

  • hold delivery if at all possible
  • if already shipped, provide proof of delivery, for example
  • Tracking number
  • Waybill number
  • Receipt from delivery service

provide us with customer data:

  • Shipping (address including full name of customer or company)
  • Mobile number of customer
  • Email address
  • IP address (optional)
  • Billing address (address including full name of customer or company) (optional)

The faster you react and the more data you provide, the easier it will be for us to protect you from any disputes and the potential costs associated with them.


Bank Chargebacks

JumiaPay will handle bank chargebacks in the same way we handle disputes raised directly by the customer with us. Once we have identified the reason for the chargeback, we will follow the process outlined above.

Please note that in case of a bank chargeback, JumiaPay does not have the final decision for the dispute, which typically rests with the underlying card scheme. While we will defend you to the best of our abilities and based on the documentation you provided, JumiaPay will have to follow their decision.

Please find the different types of chargebacks that a customer may raise to its bank. below: “Service / Product Incomplete or Damaged” In this case, the bank notifies JumiaPay that the customer claims to have received the item, but: It was damaged during transport Or the wrong item was received Or the order was incomplete

To defend your interests we typically need you to provide some information based on the typologie of the goods or services you sold to your customer. or all of the following:

  • If a customer complained to its bank about a Product/Service Incomplete or Damage
  • If the chargeback concerns a goods, kindly provide us:
  • An evidence that the customer has not contacted you to solve the issue or returned the merchandise.
  • An evidence to prove that the merchandise was not damaged or defective.
  • If the merchandise was replaced/repaired by you, please provide a logistics company-signed proof of delivery.
  • All the email communications with the customer.

If the chargeback concerns a digital goods, kindly provide us:

  • An evidence Proof that the customer has not contacted youthe merchant to solve the issue
  • An evidence to prove that the merchandise was delivered as described or was not damaged or defective

If the chargeback concerns a service, kindly provide us:

  • All the email communications with the customer.
  • An evidence that the customer has not contacted youthe merchant to solve the issue
  • An evidence to prove that the service was delivered as described

If a customer complained to its bank about a misrepresentation of the purchased product or service If the chargeback concerns a good or a service, kindly provide us:Goods/Services:

  • An evidence that your merchant's Terms and Conditions were clearly communicated before the transaction was processed
  • An evidence that the customer acknowledged yourthe 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 the payment).

If a customer complained to its bank about a counterfeit merchandise If the chargeback concerns a good or a service, kindly provide us:

  • A copy of invoice
  • A neutral third party opinion confirming the authenticity of the product or service sold
  • A certificate of authenticity

“Service / Product Late or Not Delivered” Here the item is more than two weeks behind the confirmed delivery date.

To defend your interests we typically need you to provide some information based on the typology of the goods or services you sold to your customer.

Based on the typology of the product/service you sold to the customer: If a customer complained to its bank about a product or /Service Late or Not Delivered If the chargeback concerns a good, kindly provide us:

  • A description of the Product.
  • A logistics company signed proof of delivery, and address verification service match if applicable.
  • A communication where the customer confirms possession of the product.
  • An explanation why shipment was delayed.

If the chargeback concerns a digital goods, kindly provide us:

  • An confirmation email sent to the customer.
  • A description of the digital goods and the date and time they were purchased and downloaded.
  • An evidence of historical non-disputed payments.

If a customer complained to its bank about a canceled merchandise or /service: If the chargeback concerns a goods or a digital goods, kindly provide us:

  • A copy of invoice and a / confirmation email sent to the customer.
  • An evidence that the customer received your the merchant's cancellation or return policy and did not cancel according to the disclosed policy.
  • An evidence that the customer initially received the merchandise, and did not return the merchandise.
  • An evidence that the customer has not contacted you the merchant to solve the issue.

If the chargeback concerns a service, kindly provide us:

  • A copy of invoice and a / confirmation email sent to the customer.
  • An evidence demonstrate that the customer received your cancellation or return policy and did not cancel according to the disclosed policy.
  • An evidence that the customer has not contacted you to cancel the service.

“Unauthorized Payment” The customer does not recognize the transaction, and claims that they did not authorize it.

To defend your interests we typically need you to provide some information based on the typology of the goods or services you sold to your customer. If the chargeback concerns a good, kindly provide us:

  • All the Email conversation with your customer.
  • An invoice or invoice copy.
  • A logistics company signed proof of delivery, and address verification service match if applicable.
  • A record of historical non-disputed payments.
  • A logistics company GPS location proving delivery of the product.

If the chargeback concerns a digital good, kindly provide us:

  • An confirmation email sent to your customer.
  • A description of the digital goods and the date and time they were purchased and downloaded.
  • A record of historical non-disputed payments.
  • An evidence that the customer has verified the account before transaction.

If the chargeback concerns a service kindly provide us:

  • All the documentations proving that you provided the service to the customer (confirmation email, copy of invoice).
  • The date the customer began use of the service.
  • An evidence that customers used the service before and record of historical non-disputed payments.

“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. Customer charged twice: If the chargeback concerns a good, a digital good or a service, kindly provide us: Goods/Digital Goods/Service:

  • A copy of invoice of two separate orders.
  • All the documentations to prove that no other form of payment was used.

If a customer complained to its bank about being charged for a cancelled recurring transaction: If the chargeback concerns a good, a digital good or a service, kindly provide us: Goods/Digital Goods/Service:

  • An evidenc that notices of upcoming billing was sent to the customer 10 days before transaction.

If the chargeback concerns a good, kindly provide us: Goods:

  • An evidence provingthat Demonstrates that the customer received your cancellation or return policy and did not cancel according to the disclosed policy.
  • An evidence that the customer did not return the merchandise
  • An evidence that notice of upcoming billing was sent to the customer 10 days before transaction.

If the chargeback concerns a service, kindly provide us: Services:

  • An evidence that the services wasere used between the billing date and the cancellation date.
  • A communication proving that theThe customer requested cancellation for a different date and services were provided until this date.
  • An evidence that the customer is still interested in the service.

Fraud Loss Waiver

JumiaPay can offer additional protection against fraud losses. The additional Fraud Loss Waiver will protect you from all fees and losses arising from customer fraud, for example account takeovers or stolen credit cards. Please contact us for additional details: Contact JumiaPay

Contact JumiaPay

You can reach JumiaPay’s Merchant Support as follows: [email protected] from Egypt.

Getting Contacted By JumiaPay

Some countries enforce a very short deadline in which a dispute raised by a customer has to be answered. Depending on the case this can be less than 24 hours, even during weekends and public holidays. You will find the details in your Merchant Service Agreement, the following timelines are indicative:

  • Nigeria: 12 hours
  • Egypt: 5 calendar days
  • Kenya: 5 calendar days

It is imperative that you monitor the email address on file with JumiaPay accordingly for incoming mails, as JumiaPay’s ability to defend you against false disputes will be severely restricted once regulatory limits are exceeded.