• Customer FAQ
  • 1. About JumiaPay
  • 1.1. What is JumiaPay?

    JumiaPay is a new and free online payment service that enables you to pay online securely, instantly, and cost effectively.

  • 1.2. Why should I use JumiaPay?

    Using JumiaPay is simply the safest and easiest way to pay on Jumia. It is faster than any other payment method: you can use JumiaPay without entering your payment details each time.

  • 1.3. How secure are JumiaPay transactions?

    JumiaPay is committed to use the best commercially available technology and procedures to protect the security of your online transactions.

  • 1.4. How private are JumiaPay transactions?

    Protecting the privacy of our users is of the highest priority for JumiaPay. Merchants will never see your financial information, such as your credit card or bank account numbers. When you send money using JumiaPay, the only information we share is to help you completing your customer journey. Please review our privacy policy https://www.jumia.com.eg/privacy/

  • 1.5. Where can I shop with JumiaPay?

    JumiaPay is currently available for purchases on Jumia. We will be adding more merchants regularly, and invite you to check back soon on our homepage.

  • 1.6. What happens if anything goes wrong with my delivery?

    If anything goes wrong, normal return policy is applied.

  • 1.7. How to contact us?

    For any inquiry, please contact Jumia Customer Service on 19856 they will answer your question or submit your request on Contact Us

  • 2. Register
  • 2.1. How do I sign-up for JumiaPay?

    Registering with JumiaPay could not be easier - pay online on Jumia once and your account will be created.

    Make your purchase on Jumia and enter your personal details at checkout,

    Choose JumiaPay, select available payment method from the menu.

  • 2.2. My Account doesn't work.

    The first time you pay with JumiaPay, we save your e-mail address on your Jumia account, and ask you to save a password. This password can be different from Jumia’s. Making a first payment with JumiaPay will allow account creation.

  • 2.3. I've forgotten my password.

    • Go to Login to access login page.

    • Click on "Forgot your password?" button.

    • Enter your email address.

    • An email will be sent to you with a link to reset your password.

  • 3. Fawry
  • 3.1. What is Fawry payment?

    Fawry is an innovating cash payment method under JumiaPay.

    Fawry is a pioneering E-Payment Network in Egypt, offering financial services to consumers and businesses through more than 65 thousand locations and a variety of channels.

  • 3.2. How can I pay through Fawry?

    • Once you place your order successfully you will receive an SMS & Email with the Fawry order number confirming that your payment is pending.

    • You have to go to the nearest Fawry store and use the Fawry order numbers shared with you previously to complete your payment. Please visit: http://fawry.com/storelocator/ to check where is the nearest store.

    • Please ask Fawry agent that you want to pay for JUMIA @Fawry service. It will be listed under the main menu.

  • 3.3. Do I receive a confirmation after payment?

    Yes, you will receive an SMS & Email confirming that your payment is completed.

  • 3.4. Where can I pay my Fawry transaction?

    With Fawry you can pay through a very convenient variety of channels, and more than 65,000 locations in 300 cities nationwide. Please visit: http://fawry.com/storelocator/ to check where is the nearest store.

  • 3.5. Can I use Fawry payment method even if I don’t have account on Fawry.com?

    Yes, once you select Fawry payment from Jumia's website you will be redirected to Fawry and the account will be created with the details entered.

  • 3.7. What if I didn’t pay within the validity time?

    Your order is valid for 48 hours. If the payment is not completed, your order will be cancelled automatically.

  • 3.8. If my order is cancelled due to voucher expiration, can I place a new order?

    Yes, you can place a new order and you will receive a new Fawry order number.

  • 3.9. Can I use other promotions with JumiaPay?

    Yes, you can.

  • 4. Payment Verification
  • 4.1. When is my order confirmed?

    Order is confirmed after you enter the one-time password in the system. JumiaPay sends confirmation e-mails for each purchase. Please verify your mailbox. If you didn't receive an email, check your spam box. Our customer service will investigate and get back to you if you still notice anything wrong.

    Customer service from Jumia will call you anyway to make sure your order is confirmed, and cancel it if you made any mistake.

  • 4.2. My order is still loading, do I need to refresh?

    Please do not refresh the page. If something goes wrong you will receive appropriate error message on your screen.

  • 5. Customer Protection
  • 5.1. What is customer protection?

    If anything goes wrong, your order didn't arrive, is damaged or if products don't match the website description, you will get reimbursed in the next 24 hours. Eligible purchases only.

  • 5.2. When is customer protection available?

    Customer protection is always available on delivery if you paid via JumiaPay. If you accepted the order, you're still protected during 7 days as long as your product: is not among the ineligible list, doesn't match the description or is a fake, doesn't work properly.

  • 5.3. What is the ineligible list?

    Products not purchased with JumiaPay.

    Products not matching the Jumia refund policy.

  • 5.4. If I returned a product how can I get my money back?

    You can get your refund in cash, for more details please visit our refund policy page: https://www.jumia.com.eg/refund-policy-cp/

  • 5.5. How long will it take me to get refunded?

    If you return your products instantly after delivery, you will be refunded instantly. Please note that according to your bank, refunds can take up to 24 hours before appearing on your bank account.

    If you return your products after accepting the delivery, refunds will happen in less than 24 hours Jumia Customer Care approval.

  • 5.6. How much is my refund going to be?

    100% with no money transfer fee.

  • 5.7. Who should I contact in order to get a refund?

    To get a refund, you should contact the Shop you purchased the good first. Once the Shop processes your request, you will get a confirmation message from JumiaPay. Please note that it may take some time for your refund to appear on your account.

    In case of disagreements between you and Jumia (e.g. the refund amount is not high enough or Jumia refuses to refund your items), please contact us on Contact Us and we will investigate the issue.

  • 5.8. Why is my order cancelled?

    There are many reasons for why this happened: Is your shipping address correct? Have you received any messages from us regarding your account? Did you verify your payment? Have you reached your transaction limit?

    Please contact the merchant for further details if you have entered your details correctly and you have not received any e-mails or calls from JumiaPay. Merchant is also able to cancel your order if, for example, the items ordered are no longer in stock.

    If your shipping address is not correct, please contact the seller as soon as possible and notify us at Contact Us. If your order has already been cancelled, you will need to place it again.

    If you have already been contacted by our team, you may already know the reason. Perhaps the order was suspicious or the amount was too big to be approved without verification?

    Another reason could be that you have reached your monthly transaction limit. You can upgrade to Premium to get a bigger allowance. Please help us by responding to our emails and calls. This helps us to provide better service and avoid order cancellations. If the order was cancelled, you will receive a refund on your account.

    If you cannot find the reason, contact our team at Contact Us and we will do our best to help you.

  • 6. My JumiaPay Account
  • 6.1. Can I access my transactions history?

    Please connect to your JumiaPay account here with your phone and e-mail address you used on Jumia.

  • 6.2. How do I edit my profile?

    Edit profile steps need to be changed:

    • Log in with your username and password

    • Go to "Profile" and click on "EDIT ACCOUNT"

    • Enter your new information, then click "SEND" to save any changes you have made.

  • 6.3. Can I use an email address registered with another JumiaPay account?

    Your email address can only be registered with one JumiaPay account and you cannot add additional email addresses to your JumiaPay account.

  • 6.4. Why is JumiaPay sending me emails/calling me?

    To provide the best service, we have to collect some information about you and your order. This is why we find it necessary to contact you when information is missing (e.g. when your address cannot be found) or if we find suspicious behavior on your account. All of this is done to make sure that your account is safe and you do not experience any problems while shopping with us. If you do not respond to our emails or calls, your order may be cancelled.

  • 6.5. How can I close my JumiaPay account?

    If you would like to close your JumiaPay account, please contact us on Contact Us page and a member of our customer service team will assist you.

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