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

    any business or individual with an email address to securely, conveniently and cost-effectively send and receive payments online. It is legally established as HELLOPAY AFRICA INTEGRATED SERVICES LTD., St Nicholas House (10th floor), Catholic Mission street, Lagos. RC1191244

  • 1.2. Why should I use JumiaPay?

    1. Ease of Use: Unlike other e-wallets, JumiaPay has the advantage of looking like a normal payment gateway to the end customer, with no need to register or top up the e-wallet beforehand.

    a. Even without registering, the customer can pay using almost all payment methods.
    b. If the customer decides to register, he can pay using his email address or mobile number and a password, without having to enter his payment details again. If there is not enough e-money within the customer's e-wallet, JumiaPay will automatically debit the difference from the customer's registered means of payment.

    2. New Payment Methods: JumiaPay will continue to integrate new payment methods, such as voucher systems, scratch cards, mobile top ups etc.

    3. Loyalty Program: JumiaPay can support merchants’ loyalty and in-store credit programs, allowing customers to generate points and credit. This can also be combined with a merchant’s cash back program.

  • 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. Please feel free to Contact Us, if you have any further questions.

  • 1.4. How private are JumiaPay transactions?

    JumiaPay is committed to protect the privacy of our users. When a customer sends money using JumiaPay, the merchant will never see their financial information, such as their credit card or bank account details. Please review our Privacy Policy for further information.

  • 2. Getting started
  • 2.1. How much does JumiaPay cost?

    JumiaPay offers an affordable and transparent fee structure that adjusts to your individual business needs as you grow. Our price plans are easy to understand, and there are no hidden charges. To find out more, please visit our No Hidden Charges page and take a look at our available price plans.

  • 2.2. What are the charges involved in setting up and maintaining a JumiaPay merchant account?

    JumiaPay does not charge monthly fees, we participate in the success of our merchants through our transaction fees.

  • 2.3. How can I integrate JumiaPay?

    JumiaPay’s API can, in principle, be integrated into any shop system. For further information about the JumiaPay API, please see our API Documentation.

  • 2.4. Why is the Merchant Due Diligence (MDD) process necessary?

    To give you every confidence as a merchant that JumiaPay handles your confidential information sensitively and for your own security, JumiaPay conducts a Merchant Due Diligence check on all newly registered merchants. The security of your business and of your customers is of the highest importance to us. To check your data, we require the following documents:

    • A copy of a form of photo ID (e.g. ID card) for all managing directors with more than a 25% share in the company.

    • A copy of the commercial register statement or the trade licence.

    • An electricity, gas or telephone bill or alternatively an account or credit card statement from within the last three months.

    Please send these documents to our compliance team in electronic format straight after registering. In doing so, please quote your JumiaPay Merchant ID in the subject line.

    You can find your Merchant ID and username at the top right of your JumiaPay Merchant Service Area.

  • 2.5. Can JumiaPay reject me as a merchant?

    There are certain circumstances under which it is not possible for a working relationship to be created between you as a merchant and JumiaPay. In such cases, you would be rejected by JumiaPay on the basis of our Merchant Acceptance Policy.

    Click here for a precise overview of our merchant acceptance policy. If you have any questions, please do not hesitate to contact our compliance team.

  • 2.6. What is a security deposit?

    The security deposit is contractually negotiated and determined. It is used to protect you against a negative account balance and ensure that sufficient funds are available in the event of rejected direct debits or credit card chargebacks.

  • 2.7. How can I register as a merchant?

    Just contact us via phone or email and we'll take it from there.

  • 2.8. How can I log in to my Merchant Service Area?

    To log in to your merchant account, you need your username and password. If you have both of these, you can log in via the ‘Login’ button at the top right of our website. How can I test the interface without charging my buyer account? Please see our Integration Guide for more details.

  • 2.9. Can I own both a personal AND a merchant account with the same personal details?

    Unfortunately, it is not possible to have two accounts with the same email address and mobile number.
    However, an account can be both a personal AND a merchant account at the same time, so the income generated can be used as eMoney. This is useful for small merchants in particular. Small merchants may want to pay their suppliers directly with JumiaPay, using money generated from sales. We recommend setting up two separate accounts with different credentials for larger firms.

  • 2.10. Can I setup a merchant account without a business registration number?

    This issue is being discussed at the moment.

  • 2.11. What are the charge back fees for different currencies paid by merchant ?

    This issue is being discussed at the moment.

  • 2.12. How do I issue a refund to my customer?

    If you have received a request to issue a refund, log in to your Merchant Service area and find the order you would like to refund.

    You can control the exact amount you would like to refund by entering it manually into refund field.

    Your customer will receive an automatic massage from JumiaPay with refund details as soon as you confirm the refund amount.

  • 3. Agreement and Costs
  • 3.1. Where can I view my sales revenue?

    The ‘My Transactions’ tab provides you with an overview of the current sales revenue for a specific calendar month. You can also select a specific date range to review a particular set of transactions.

  • 3.2. How can I terminate my contract?

    If you no longer wish to work with JumiaPay, you can terminate your contract in writing using the contact form, subject to the contractually agreed notice period. Please ensure that you provide your JumiaPay merchant ID, customer number or login so that we can find your account.

    Even after terminating your contract, you may still receive e-mail notifications about your account balance or invoices. We are obliged to send you this information for up to six months after your account is closed.

  • 3.3. Is JumiaPay free of charge for customers?

    Making an online purchase is free of charge for customers. Charges may only apply with the use of extra services, such as making a withdrawal or when a payment fails. For a full list of possible occurring fees please refer to the fee table at the bottom of our terms of use.

  • 3.4. Can the fees that JumiaPay and I have to pay be transferred to my customers?

    All the costs that you incur in relation to JumiaPay’s payment processing are contractually agreed. You can find these costs in our terms and conditions.

    These costs are agreed between you as a merchant and JumiaPay and therefore should not be transferred to your customers. If you have any questions, please do not hesitate to contact us via our service area.

  • 3.5. Do JumiaPay's promotions affect how much I earn?

    Unless you have signed a marketing agreement with JumiaPay, JumiaPay's promotions and discounts will not affect your profits.