VIBES Q&A

How does VIBES work?

What are the exact VIBES rules?_

You can find all the VIBES program in details here.

What has changed compared to the previous rules?_

More informations for you:
• E-mail notification if you have late orders.
• E-mail notification if you have too many returns due to quality issues.
• E-mail notification before any penalty application.

There will be no more deactivation, but a better customer protection policy:
• Automatic order regulation in case of delays or recurring stock shortages.
• Automatic sales regulation for items with high return rate due to quality issue.

Simple & clear fees to compensate the customer in case of:
• Order cancellation due to stock shortage.
• Delivery of bad quality or counterfeit items.
• Collection of returns due to quality (wrong,defective, used, refurbished) from customers.
• Drop off QC failure due to quality (wrong, defective, used, refurbished) at the VDO or Warehouse.

When are the VIBES actions triggered?_

What happened?	Mail alert	VIBES action
Late Fulfillment	Everyday at 6 am	Everyday at 11 pm
Daily Order Regulation Based on cancellation rate	Every Wednesday at 7 am	Every Saturday 9 am
Returns Charge Return due to quality issues	Every Wednesday at 7 am	Every Saturday 9 am
Stock Shortage Issues	Every Wednesday at 7 am	Every Saturday 9 am
Customer Compensation Per out of stock or late fulfillment	Every Wednesday at 7 am	Every Saturday 9 am
Counterfeit Charge Per counterfeit	Every Wednesday at 7 am	Every Saturday 9 am
Drop-off QC Fail Rejection at the hub or warehouse due to quality issues	Every Wednesday at 7 am	Every Saturday 9 am

There are rules I don't understand, who can I contact?_

You will find the rules in detail here.

If you still have questions, please contact us mentioning your misunderstanding:
• Email us: [email protected]
• Call us: +2341-8881102 or +2341-2772361

VIBES Mails and Information

Sales Regulation

How do I remove regulations on my products or my orders?_

All order regulations (on the sale of products with quality problems or linked to your stock-out rate) are calculated each week.

If your performance has improved and your operational problems have been resolved, your regulation will be adjusted according to your improvement.

How do I improve as a vendor on Jumia?_

The easiest way to improve yourself is by reading our tutorials on the Vendor Hub and participating in our training sessions offered by our Jumia Academy team.
• Find our tutorials.
• Find our Youtube channel.
• Sign up for our training sessions.

You can always contact our support team for more information:
• Email us: [email protected]
• Call us: +2341-8881102 or +2341-2772361

Q & A

How does VIBES work?

VIBES Mails and Information

Sales Regulation

Costs & Charges

Policy