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Customer Dispute Resolution Policy

Contents
  1. Our minimum standard
  2. How can I report an issue or raise a complaint?
  3. What happens after I report an issue or complaint?
  4. Escalation of complaints
  5. Chargebacks and Refunds
  6. Other helpful sources of information
1. Our minimum standard
    • JumiaPay aims to deliver the best payment experience for our merchants and customers. Our operations are based on the following four principles:
    • • Building a high level of trust in the payment experience and providing an automated experience to our customers
    • • High transparency and clear communication
    • • Fast support and issue resolution at first point of contact
    • • Compliance with all laws and regulatory requirements.
2. How can I report an issue or raise a complaint?
    • We handle all complaints received via any of the following communication channels:
    • Telephone: Call our contact centre on [0312 531 805_]
    • Online: Chat us via our live chat on live chat

    • For the fast and efficient resolution of specific types of issues, listed below, you can also use the email addresses listed below, to reach the right team directly.

      Enquiry/ComplaintEmail Address
      JumiaPay account-related queries (including account closure)Email: [email protected]
      Report security breaches and suspected fraudsEmail: [email protected]
      Data privacy related requestsEmail: [email protected]
      Legal disputesEmail: [email protected]
    • The process for raising complaints or queries is transparent and we encourage all our customers to use any of the above communication channels as all cases will be reviewed and handled fairly.
3. What happens after I report an issue or complaint?
    • After you report an issue or a complaint, JumiaPay shall take the following steps:
      • • Acknowledge receipt of the issue or complaint;
      • • Record the following information for purposes of keeping you updated and tracking the issue or complaint:
        • ◦ your name and contact details; and
        • ◦ the nature of the issue or complaint.
      • • Issue a reference number for the complaint for tracking purposes;
      • • Send you regular email updates on the steps taken to resolve the issue, in the event that it is not resolved upon first contact.
      • • Notify you via email once the matter has been resolved and seek confirmation of your level of satisfaction with the resolution.
4. Escalation of complaints
    • Where possible, we will attempt to resolve issues at the first point of contact with the JumiaPay Customer Service team.
    • 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 working hours of your first contact.
    • We endeavour to resolve all issues within 30 days of your first contact.
    • In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us within 2 weeks or escalate further to the managing director’s office.
5. Chargebacks and Refunds
    • JumiaPay will handle chargebacks and refunds as detailed below once we are notified by you of any disputes or complaints.
    • 5.1. Chargebacks

      • A Chargeback happens when you contact your card issuer and request a refund on a purchase that you have made and which was processed by JumiaPay.

      • You may file a Chargeback request with your card issuer due to an unauthorized transaction or on suspicion of fraud, where you suspect that your account or financial information has been used without your permission. You can also raise a chargeback request where you did not receive value for a transaction for which payment was made successfully.

      • The chargeback process could take 75 or more days to be resolved. Because the debit/credit card issuer determines this process, allowable time frames are determined by the credit card issuer.

      • During this review process, a temporary hold may automatically be placed on the transaction funds. This hold will stay in place while the chargeback is resolved with the debit/credit card issuer and will be released back to you if the chargeback is settled in your favor.

      • Though the debit/credit card issuer determines the outcome, JumiaPay will be available to help you through the process.

    • 5.2. Reversals/Refunds

      • A Reversal happens when you contact your bank and request a refund on a purchase that you have made and which was processed by JumiaPay.

      • You may file a Reversal request with your bank due to an unauthorized transaction or on suspicion of fraud, where you suspect that your account or financial information has been used without your permission. You can also raise a reversal request where you did not receive value for a transaction for which payment was made successfully.

6. Other helpful sources of information