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Vendor Support Center :checkered_flag: (VDOs - Help Desk # :recycle:…
Vendor Support Center
:checkered_flag:
Inbound
VSC VIR :check: :green_cross:
Returns
Defected Return
Defected Return Packing Materials
Wrong Items Returned
Missing Returned Items
Missing Returned Orders
Returned Package Missing Documents/Invoice
Passed 21 Days SLA for DRTV from the day of "Shipped"
Delivery
Delay in Order delivery
Order Rejected/Undelivered
JUMIA Express Order Issue
Issue with Warehouse Inbound Team
Payments
Incorrect charged commission
RTV/DRTV Commissions Refund Request
SOA Delay
Penalties
Penalty Reverse
VSC A
Incorrect Tax/Fees Applied - Refund Request
Incorrect Shipping Fees
TAX Invoice- Verification Request
CUSTOMER TAX INVOICE PROCESS
Channels of CST Communications
Phone {19586}
Web Support
{SLA 2 BD}
JUMIA CS
Receive request from
CST
with TAX Invoice
SLA
is
5 Days
for
{Soft Copy}
&
"10 Days"
for
{Hard Copy}
JUMIA CS
creates a ticket to
VSC | Queue - Yousry Farag
VSC
communicates with
Vendors
via Mass Email Notification with the required documents mentioning the SKU & Order in question
Soft-Copy SLA 48 HRs
&
Hard-Copy SLA 5 BD
3 more items...
TAX Invoice Payment Delay
Incorrect Storage Fees - Refund Request
Packaging Materials
Packing Materials Shipment - Delay
Packing Materials - Not Available on the wesite
Packing Materials - Not Available in VDO
Incomplete Packing Materials Order Delivered
Seller Center
DOL / PSOL
Agent receive claim from vendor complaining from DOL Restrictions
DOL Restricted - Adjustment request
Relisting Request
Issues with Seller Center
Vendor Logins Reset Request
System Update Delay
Technical Issue Resolution Delay
Delay in SKU's approval - Go Live
Commercial
Delay in Approval/Declining Purchase Order Request
Incorrect SKU Pricing - Campaign
Incorrect Seller Rating | TIers
Request to Close the Marketplace
FDS
-
{Fully Drop Shipment}
Vendor Change Status from Pending to Ready To Ship
(SLA 48 Hrs)
Vendor Delivers the Order (EG. Seller Fleet) (
SLA
up to
8 BD)
Order Delivered
Vendor Send an Email Update to VSC to confirm delivery
FDS Customer requested Return
VSC sends a Pick Up Return Request to Vendor via email
SLA for Order Return Pick Up by the Vendor
(SLA 4 - 10 WD)
Order exceeded the SLA without update
Order Cancelled by VSC and Email to Vendor not to ship
Vendor Cancel the Order
Vendor Ship & Deliver the Order
VSC creates replacement orders
Vibes Queue Managment
VDOs - Help Desk
#
:recycle:
Maadi
|
JUMIA
Nasr City
|
JUMIA
6th October City
|
JUMIA
5th Settlement
|
JUMIA
Heliopolis | Presto
Down Town
|
Presto
Mohandesen
|
Jumia
Tanta | Fetchr
Alexandria
|
GTS
Tools
Seller Center
OMS
HMT
Xcally
Sales Force
BOB
VSC - Warehouse
DRTV / RTV
Order Out for Delivery
Delivered
Successful Order Fulfillment
CST Requested Return after delivery
SLA 14 Days
Return Fulfillment
(SLA 2 - 5 BD)
After Sales Quality Check
(SLA up-to 8 Days)
Failed Delivery
CST Rejection / CST Unreachable
Return to Jumia Warehouse
{JUMIA EXPRESS} for re-selling
Sealed Package
|
Allocated Stock
DRTV
{Direct Return to Vendor}
JUMIA Express
Vendor/VSC Specialist Upload
PO
delivery request to Seller Center {SLA PO to be scheduled at least
3 Working Days
prior drop off}
Vendor receive
Confirmation Email
with the time slot to deliver the SKUs {Country of Origin MUST be present on the SKU to be in-bounded}
Order
In-bounded
to Warehouse for
QC/SQC
Fail QC
Return To Vendor
Penalty
#
Pass QC
JUMIA updates the stock (
SLA 24 Hours
)
JUMIA Packs and Ship the Orders
Order Failed Delivery
1 more item...
Order Delivered
1 more item...
Order Returned post Delivery
1 more item...
KAI - Key Account Issues
KAI / Bulk
Cases/Claims Contact Reasons
Returns
Defected Return
Defected Return Packing Materials
Wrong Items Returned
Missing Returned Items
Missing Returned Orders
Returned Package Missing Documents/Invoice
Passed 21 Days SLA for DRTV from the day of "Shipped"
Delivery
Delay in Order delivery
Order Rejected/Undelivered
JUMIA Express Order Issue
Issue with Warehouse Inbound Team
Payments
Incorrect charged commission
RTV/DRTV Commissions Refund Request
SOA Delay
Incorrect Penalties - Refund Request
Incorrect Tax/Fees Applied - Refund Request
Incorrect Shipping Fees
TAX Invoice- Verification Request
TAX Invoice Payment Delay
Incorrect Storage Fees - Refund Request
Packaging Materials
Packing Materials Shipment - Delay
Packing Materials - Not Available on the wesite
Packing Materials - Not Available in VDO
Incomplete Packing Materials Order Delivered
Seller Center
DOL / PSOL
Issues with Seller Center
Vendor Logins Reset Request
System Update Delay
Technical Issue Resolution Delay
Delay in SKU's approval - Go Live
Commercial
Delay in Approval/Declining Purchase Order Request
Incorrect SKU Pricing - Campaign
Incorrect Seller Rating | TIers
Request to Close the Marketplace
