Online retailer Jumia Kenya has introduced a free 3-month guarantee on products valued above Ksh 1500 in a bid to enhance customer trust and confidence in online shopping. The guarantee will take responsibility for any unsatisfactory products and offer customers an immediate replacement or refund.
“In online market places it is difficult to control quality 100 per cent; people in the online world fear that eventuality because if the land into a problem they are worried they have no one to speak to. Today we say Jumia Gurantees the quality of products we sell.” Sam Chappatte M.D Jumia Kenya.
While the Jumia guarantee will be free for customers and vendors, a number of categories will be excluded such as consumer goods, beauty and fashion items and low cost items below Kes 1,500.
“For the vendors it is a big win especially for SME’s who get stung when a product they have bought from the wholesaler to sell on Jumia is defective. In this environment SME’s are covered as well enabling them to make a full sale because we as Jumia guarantee it.” Says Mr.Chappatte.
The online retailer did not disclose the insurance company they have partnered up with but continue to emphasize that product quality will be a key concern for them. Selling conditions for vendors will be strict which will include penalties and delisting that will increase over time.
Mr. Chappatte believes that the biggest driver of the company moving towards profitability is growth, adding that the company has to invest in building trust and developing the brand, and the turnaround of investment will be felt at some scale.
The service has only been rolled out in the country as a testing ground for other 23 markets Jumia has presence in. The full effect of the service will be felt ahead of the ‘Jumia Anniversary’ Campaign that will take place on July 16-29th featuring over 1.5 million deals with up to 60 per cent off bigger than the previous black Friday deals.