Four weeks after Lola Ojo (not real name), a Lagos-based banker, was debited N75,448 for an unsuccessful Jumia order, she has not received a refund.

Ojo explained to FIJ that after paying N75,448 for her order on March 22, 2023, Jumia did not direct her to the checkout portal.

“I paid through a bank transfer on my OPay account, and I was debited,” said Ojo.

Seeing that she could not proceed with the order, Ojo called Jumia’s customer service centre, and a female representative assured her of a refund

“She asked for certain information like my full name and order code, which I sent immediately. “But since then, they’ve kept telling me they are working on it. They keep giving me timelines of 24 to 48 working hours,” said Ojo.

“I have sent several emails to them. I even chatted with their live chats without any response from them. Since the 22nd of March, nothing has come out of their several promises

Email exchange between Ojo and Jumia

For Ojo, what makes the issue more appalling is the fact that the designated time for the order had since elapsed.

“I needed to buy the item within a stipulated time because it was to be shipped into the country. It’s been a bad experience for me waiting for a refund for weeks.”

A customer support agent identified as Joy told FIJ via a phone call that the issue would be escalated to the appropriate team for onward resolution.

“We are truly sorry about this. We are sorry for the inconveniences that the delay might have caused the customer. We are going to make an escalation to the team in charge so that they can rectify the issue,” said Joy