sc training 2. managing orders

Seller Center Training 2

Welcome!Welcome!

Seller Centre Training 2Managing Orders

Seller Centre Training 2Managing Orders


ContentsContents

1. Pending Orders2. Ready to Ship3. Packaging4. Dispatching Orders5. Returns6. Extra Information7. Test

1. Pending Orders2. Ready to Ship3. Packaging4. Dispatching Orders5. Returns6. Extra Information7. Test


1. Pending Orders1. Pending OrdersTo manage your orders, click on Orders > Manage Orders.

The “Pending” section is where you’ll find your orders waiting to be processed by you and then picked up by us. These are orders which customers have just placed on the Jumia website and should not be in the ‘Pending’ section for more the 24 Hours, so it is very important that you understand this process.

To see the detail of an order, click on the cross.

Here you can see when the order was placed by the customer


Hover above the product name to get the picture.

Use the SKU (= How the item is identified in YOUR system) to find the item in your shop


ONCE YOU HAVE THE ITEM IN FRONT OF YOU, YOU CAN CLICK ‘READY TO SHIP’

A small window opens, click on “Create Package & Next” to continue.

If the item is unavailable select “canceled”. It is very important that you update your stock so that you do not have to cancel orders that have been placed

2. Ready to Ship2. Ready to Ship


The order number The seller tracking number

You come to another window, all you have to do is enter the Tracking ID. For that just input MP- followed by the order number.

Eg. MP-300012345

Then select “Save Tracking Code & Next”


You can input you own Invoice Number or keep Jumia’s automatically generated one

You come to another window, if you want you can enter the Invoice Number to match your system, or just keep Jumia’s automatically generated Invoice number.

Then click “Save Invoice Number & Next”

Your Tracking Code has been saved


You have confirmed that your order is packed, you can now print all the necessary documents by clicking “all documents”. These are:1. Picklist 2. Customer Invoice3. Shipping Label4. Proof of Pickup (this is a receipt for you and us to record that our

driver has actually been and picked up the products)

Your invoice number has been saved.


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Select margin as “Default” If you’re using GoogleChrome web browser Select layout as “Portrait”


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Once the documents are printed, click on “continue” to complete the process.

FINALLY, YOU MUST CLICK ‘READY TO SHIP’

THIS WILL NOTIFY US AND WE WILL NOW SEND A RIDER TO PICK THE PRODUCTS

Clicking on “Ready to ship” is absolutely necessary to complete the process. Without that, the package could not be fulfilled by Jumia


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Your package is now on “ready to ship” status! The process is over, you click on “Close”


For orders with multiple items. If you ship an order with multiple items in it, you must make sure that all the items can fit in the same package!

If not, you must create multiple packages and ready to ship them separately. You differentiate the tracking numbers by a letter at the end of the tracking ID

Package A : Package B :

NB : if you have more than two packages, just use the following letters of the alphabet (C,D,E,…)

Example with two packages :


These are the orders that you have correctly processed. We will monitor the ‘Ready to Ship’ section and come and pick orders once we see them here

An item should not be pending more than 24h on the Seller Center. After that, the item has to be ready to ship or cancelled

Here you can monitor products that have been received by Jumia and are now in delivery to the customer (you should never select ‘ship’)

Here you can monitor delivered, canceled, delivery failed and returned orders

Any item ready to ship and not received at the Jumia warehouse because of the seller will lead to penalties


3. Packaging3. Packaging

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This format is the only one possible. Any different document considered as an invoice will be automatically rejected

Please put the printed customer invoice inside the package with the items

Before you package the order, make sure that the documents match the items you are putting in the bags.


Any invoice without good printed barcode and the correct numbering format will be automatically rejected by Jumia’s operations team.

The barcode

Staple the shipping label outside the package.The barcode on the shipping label must be scannable, the ink should not be too thin/thick


Any large package not processed this way will be automatically rejected by Jumia’s operations.

For the large, already packed items :

Use a flyer and tape it on the package.In the flyer put the invoice and shipping label


Any damage package will be automatically rejected by Jumia’s operations.

NO DAMAGED PACKAGES !

The package you provide with the items should be without any default.Strengthen your packages may be necessary.


Dropping Packages at Jumia warehouse :

If you have chosen to drop your items yourself at Jumia’s warehouse, know that you can do it from Monday to Friday between 8AM and 5PM and on Saturday between 10AM and 1PM. To drop items you will need to update status as ready to ship and contact Jumia to inform of drop-off.

Dropping Packages at Jumia warehouse :

If you have chosen to drop your items yourself at Jumia’s warehouse, know that you can do it from Monday to Friday between 8AM and 5PM and on Saturday between 10AM and 1PM. To drop items you will need to update status as ready to ship and contact Jumia to inform of drop-off.

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4. Dispatching Orders 4. Dispatching Orders

Jumia’s pick up service :

Jumia proposes to pick up packages from your place for free. As soon as a package has the status “ready to be shipped” triggered by you, a Jumia rider will come (within 24h) to pick the package.


5. Returns5. Returns

In case of failed delivery to the client, the package will be returned to the seller.

Any package returned should be accepted by the seller if there are in compliance with the Jumia’s return policy

Jumia’s return policy is public and can be found on Jumia’s website :

http://www.jumia.co.ke/return-policy/


Tracking your PackageTracking your Package

https://tracking.jumia.co.ke/package/tracking/index/tracking_number/

You can easily track the packages you dispatched thanks to this link :


Order FulfillmentOrder Fulfillment

DOs DON'Ts

Always put the items in the Jumia Package Jumia Riders will only pick items in Package

Print the shipping Label and put it on the bag Without Shipping label, no delivery to client possible

Print the Invoice and put it in the bag with items

The only format of invoice accepted is the one printed from the SellerCenter

Click on Ready to be shipped to trigger package Pickup by Jumia

Jumia will only come to take and deliver to the client the packages marked as ready to be

shippedEnsure the right item is put in the package in a

timely mannerWrong item delivered is a bad experience for the

customer + Bad reputation for seller

DO/DON’T

For a smooth Process


Service level expected :

1. Good content and images for products2. Updated stock 3. Items ship in less than 24h4. Item shipped ready to be picked the next day5. No defective item

Service level expected :

1. Good content and images for products2. Updated stock 3. Items ship in less than 24h4. Item shipped ready to be picked the next day5. No defective item

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Service Level Agreement (SLA)Service Level Agreement (SLA)

Penalties :

1. Deactivation during a determined period2. Higher commission rate during a determined period

Penalties :

1. Deactivation during a determined period2. Higher commission rate during a determined period

As a Jumia partner, you are expected to fit with Jumia’s service requirements :


What should I do when :What should I do when :# What I should when Action 1 Action 2

1 I don’t know my tracking number Call my account manager Send a mail to my account manager

2 I can't put my item “ready to ship” on the sellercenter Call my account manager Send a mail to my account manager

3 I can't print my invoice Call my account manager Send a mail to my account manager

4 I can't bring my item to the warehouse Call my account manager Send a mail to my account manager

5 I will soon run out of flyers Request material from my account manager Visit the Jumia warehouse to pick up the Material.

6 Jumia didn't pick my items today Call my account manager Send a mail to my account manager

7 I can't log to the SellerCenter Call my account manager Send a mail to my account manager

8 I can't see my products on the website Send a mail to my account manager Follow up with a call to my account manager

9 I can't upload my product on the sellercenter Call my account manager Send a mail to my account manager

10 I made a mistake when typing the tracking ID Call my account manager Send a mail to my account manager

11 I received damaged returns Send pictures + details of the item & order to my account manager Follow up with a call to my account manager

12 I don’t receive my failed deliveries on time Send list of orders to my account manager Arrange to pick them at an agreed time and date

13 I don’t know the driver who has come to pick my items Ask for his/her Jumia ID card Call your account manager


Please take a moment to take a little test by clicking below:

Please take a moment to take a little test by clicking below:

Jumia Seller Center TestJumia Seller Center Test

https://jumia.typeform.com/to/DJSPRB

https://jumia.typeform.com/to/DJSPRB


THANK YOU!We hope your business will be successful with

us!

THANK YOU!We hope your business will be successful with

us!

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The Jumia Team.The Jumia Team.

sc training 2. managing orders

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