I am seller at Jumia Senegal since 2015. I wish Jumia to have a higher standard as Ebay, Amazon, etc But I noticed Jumia Senegal is not going in right direction. Jumia stopped us delivering to customers, put a bridge between sellers and buyers and give us no solution to make complaints to a higher level. Recently my shop has been close for counterfeit. It was some Mercedes and red bull shirts I bought from London. First of all, Jumia asked to provide proofs of authenticity which I provided all. While Jumia was verifying my documents, I disactivated branded t-shirts. Next thing Jumia came with was penalty of £160 deducted straight away into my account without notice. Secondly Jumia closed my shop and asked an extra £217 in order to reopen my shop. And that in the middle of black Friday. And my complaints are not going anywhere.
Jumia should also comply to international e-commerce rules letting the possibility of customers to contact sellers if they need help or look for a solution. Delivery to be a choice and more support to sellers to grow their business.
Desired outcome: I think in the digital age we are now, Jumia should a clear procedure for complaints.