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1. My JumiaPay Business Account
  • a. My JumiaPay Business account creation

Creating a Business Account on JumiaPay is simple and easy. All you need to do is to open the JumiaPay Business website and fill in the basic information. A verification code will be sent to your mobile phone to log in.

  • Step 1: Click on “Start for free”
  • Step 2: Fill out your details

If you are a JumiaPay merchant you can simply log in with your merchant account credentials.

Step 1: Click on “Login”
Step 2: Feed your JumiaPay Account details (email ID and password). You will receive an OTP.

  • Step 3: Go to the “Verify Account” section of the JumiaPay Business website

  • b. My JumiaPay Business account verification

As a standard procedure, our team needs to review your information and we need you to share all requested information. To verify your account, go to the “Get started” section and click on “Get your Business Approved”. The JumiaPay Team will review your details within one business day.

  • c. My JumiaPay Business account setup
    • i. How to manage users? You will designate an administrator for your Business account, and after logging in you will be able to access the user management and define roles and user accounts for other members of your business who need to access the platform with different permissions.
    • ii. How to create a user? Go to the “Users” section, click on “Create a user”, fill out the required information and select the roles.
    • iii. How to view the roles? In the “Roles” section you can see the role names and the number of users you defined per role.
2. Getting started

Welcome to JumiaPay! To get started we have put together some documentation to help you.

  • a. How can I integrate JumiaPay?

JumiaPay offers several integration options. If you use a plugin (Woocommerce, Prestashop, Shopify, Magento), you can download the JumiaPay plugin in one click. Visit this page to follow the step-by-step process.

You can also integrate with us directly via direct API or Web view for mobile integration.

  • b. How to create my JumiaPay Business account?

Before you begin integrating with JumiaPay, you should create your free account on JumiaPay Business. To do so, please follow the steps here

  • c. I need Technical Support

To help you in integrating with JumiaPay Business a team is dedicated to supporting you. Feel free to reach out to us at [email protected]

3. How to deal with disputes (chargebacks and refunds)

A customer can dispute a payment that they made via JumiaPay to you in different ways, for example by contacting JumiaPay directly or their bank (chargeback). They may also reach out to you directly (refund).

The dispute resolution process is available by clicking on here.

4. How to manage my purchase?
  • a. View all my transactions in my JumiaPay Business account

You can access your dashboard, from the left side menu, and view all the transactions under your shop that can be accessed from the left side menu. Your transaction will be listed on the “Purchases” page with the status of each transaction, date and time, amount, and reference number.

  • b. What is the status of the transaction?

The transaction status would be as follows:

    • -Completed: means that the transaction is processed successfully.
    • -Canceled: means that the transaction is declined.
    • -Pending: means that the customer hasn’t completed the transaction yet.
5 .How to manage my refunds?
  • a. How to initiate a refund?

You can initiate a refund from your business account portal.

    • -Please click on Your shop name, then “Purchases” to view the list of the transactions in your shop.
    • -Choose the transaction reference you want to perform a refund on.
    • -Select the transaction to see the details
    • -Click on “Create a refund”. The amount to be refunded can be less than or equal to the total amount. You cannot refund more than the total amount of the transaction.
    • -Click on the “Refund” button and the status will be “Awaiting approval”. A team member who has access to the business portal can approve or reject the request for a refund.
  • b .How to approve / reject a refund?

When you initiate a refund, it needs an approval from one of your team members and this is called the “4-eye principle”.

Click on “Refund” in the status “Awaiting Approval” will redirect you to the detail page. Here you will be able to perform two actions if you have permission for it.

Select “Approve” which will open a confirmation popup for you to be sure you want to proceed with the refund. Once you approve the refund:

      1. The refunded amount will move from your account to the customer’s account.
      1. Your customer will be refunded on the payment method used to place the initial order.
      1. The refund status will change to “completed”.

Select “Decline” which will open a confirmation popup for you to be sure you want to decline the refund. Once you decline the refund:

      1. The refund status will change to “created”.
      1. You will be able to see the option to submit another refund request.

  • c. What is the refund timeline?

All refunds are processed to the payment instrument used to place the initial order. It may take up to 14 days for the bank to credit the refund amount on the customer’s card.

  • d. What is the refund status?

You have three possible scenarios for a refund:

    • -Completed: it means that the refund was successful and your account has been debited accordingly.
    • -Pending: it means that the refund is yet to have a final status. It might take up to 3 days.
    • -Failed/Created: it means that the refund did not go through and that the JumiaPay Team will push the refund again until it is successful.
6 Settlement activity
  • a. The daily settlement from the shop account to the main account

On a daily basis, during business days, your shop accounts will be settled. After the invoice and reserve sum have been deducted, you will receive the remainder in your main account.

  • b. My settlement payout management

From your main account, you can manage your payout by clicking on “request settlement”. You can decide when and how much you want to send to your preferred bank account. Please note that JumiaPay will take 24 business hours to execute your request.

  • c. How do I reconcile my payouts?

In your JumiaPay Business account, you have the possibility to extract reports of your transactions to do your reconciliation.

  • d. I have a question about the settlement

You can check your invoices in your JumiaPay Business account. You can export your payments report from your JumiaPay account including a breakdown of transactions, fees, and VAT.

If you suspect there is an issue with your invoice, you can write us an email at [email protected]

Once you raise your concern, our merchant support dedicated team will reach out to you within 24 hours.

Please include in your email the following information to allow us to investigate the case:

      1. Your Business ID
      1. Your Business name
      1. The invoice which seems incorrect to you
      1. Date of the transaction
      1. All useful details to help us look into your inquiry
7 Support your customers using JumiaPay
  • a. How to use JumiaPay?

On your website when your customer selects JumiaPay as a payment method, your customer will be redirected to the login/account creation page of JumiaPay. Your customer will be able to log in after OTP verification to pay safely.

Once the customer is on the JumiaPay checkout page, the customer will have to add their payment details (PAN, Expiration date, CVV).

Customers click on “Pay now”:

    • -Your customer will be redirected to its bank interface for 3D Secure authentication.
    • -Your customer will receive an OTP (One Time Password) on their phone from their bank.
    • -Your customer will have to enter that OTP to complete the payment.
    • -The payment status (completed or failed) will be displayed to your customer after a few seconds.

  • b. How to pay online?

To boost your payment acceptance ratio, advise your customers to ensure that:

    • -Your customer has sufficient funds in their payment method.
    • -Your customer has activated the online payment option with the bank.
    • -Your customer enters the correct payment information on the JumiaPay checkout.
    • -Your customer uses a valid payment method (not an expired one).
    • -Your customer has to hand their mobile with the phone number associated with its Bank and JumiaPay account.

  • c. How to manage payment methods?

  • i. Add a new payment method

To add a new payment method, customers can do it from the JumiaPay checkout by selecting “Add a payment method” and inputting the details. Your customer will have to enter the card details and click on “Confirm”

  • ii. Delete Payment Method

To initiate a successful deletion of a credit card from a profile using our JumiaPay App application:

    • -Click on “You”
    • -Click on “Payment methods”, and the list of active payment instruments will be displayed
    • -Click on “Delete”
    • -Click on “Agree” and the payment instrument will be deleted from the JumiaPay account

To initiate a successful deletion of a credit card from a profile using our JumiaPay website: Invite your customer to log in on this website:

    • -Click on “Account”
    • -Click “View payment settings” the list of active payment instruments will be displayed
    • -Click on “Delete”
    • -Click on “Agree” and the payment instrument will be deleted from the JumiaPay account

  • d. Associate a payment instrument with a JumiaPay Account

A payment instrument can be only associated with one JumiaPay Account. To use a payment instrument with another account, the customer needs to delete it from the first account the payment instrument was associated with.

8 Got a question? Let’s get in touch with the JumiaPay Team
  • a. For a Sales enquiry

You can write to us at [email protected] or fill out this form.

  • b. For merchant support question

You can write us an email at [email protected].

Once you raise your concern, our merchant support dedicated team will reach out to you within 24 hours.

Please include in your email the following information to allow us to investigate the case:

      1. Your Business ID
      1. Your Business name
      1. All useful details to help us look into your enquiry

  • c. For technical support

You can write to us at [email protected].