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How to Cancel Order on Jumia Online Store

You’ll find in this article the ultimate guide to canceling your order on Jumia’s online store, broken down into seven simple and easy steps.

Published

2 years ago

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Jumia Online Store is one of Africa’s leading e-commerce platforms, well known for its strong reputation across the continent. The platform offers a wide selection of products that can be conveniently delivered to customers’ preferred locations, ensuring a smooth and satisfying shopping experience. However, if you ever find yourself needing to cancel an order after placing it, understanding how to do so on Jumia will be extremely helpful.

How to Cancel Order on Jumia Online Store

If you have realized that you no longer need a product you ordered from Jumia and wish to cancel the order, you can do so by following clear steps. You may also watch the video tutorial provided by Nigeria News 247 TV or follow this written guide. Both resources contain similar information, but the video offers visual assistance for better understanding.

Before proceeding, it is important to note that only pending orders that have not yet been delivered can be canceled. If your order is still being processed and you wish to cancel and receive a refund (for prepaid orders), follow the steps below carefully. The process is simple and easy to carry out.

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Step 1: Log in to Your Jumia Account

The first step in canceling a Jumia order is to log in to your Jumia account. It is assumed that you already created an account before placing your order.
To log in:

  • Visit the Jumia website specific to your country (for example, www.jumia.com.ng for Nigeria).

  • Enter your registered email address.

  • Enter your Jumia account password.

  • Click the LOGIN button.

Step 2: Click the User Icon

After successfully logging in, locate and click the User Icon at the top-right corner of the page. A dropdown menu will appear. Scroll through the menu until you find the Orders option.

Step 3: Click on “Orders” in the Dropdown Menu

Select Orders from the dropdown list. This action will direct you to a new page that displays all your past and current orders.

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Step 4: Click “See Details” Next to the Ordered Item

On the Orders page, you will see all your purchased products—both delivered and pending. Identify the product you wish to cancel and click See Details beside it. This will take you to a page displaying two options: Cancel Order or Track My Item.

Step 5: Click on “Cancel Item”

Since your goal is to cancel the order, click on Cancel Item. You will then be directed to a page asking you to select a reason for the cancellation.

Step 6: Select a Reason and Click “Submit”

From the dropdown menu, choose the reason that best explains why you are canceling your order. Once selected, click the Submit button to complete this step.

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Step 7: Confirm the Cancellation

After submission, Jumia will send you a confirmation email indicating that your order has been successfully canceled. You can also verify this by checking your Orders page to see if the canceled item has been moved to Closed Orders.

Note: If you selected Cash on Delivery as your payment method, there is no need to worry about refunds. However, if you paid before delivery, Jumia will refund the full amount to your JumiaPay wallet. Refunds usually appear within 1–4 days, after which you can transfer the money to your local bank account. If additional information is required for the refund, Jumia will contact you via phone or email.

Please note that cancellations are only possible for orders that have not yet been shipped. Once an order has been shipped, it can no longer be canceled through the Orders page.

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How to Cancel a Shipped Order on Jumia

If your order has already been shipped, there are two ways to request cancellation:

  1. Call Jumia Customer Care

    • For Jumia Nigeria, dial 0700 600 0000.

    • For other countries, search online for the appropriate customer service number.

    • When speaking with the representative, provide your 9-digit order number and request the cancellation.

  2. Contact Jumia via Facebook

    • Visit Jumia’s official Facebook page.

    • Start a chat with the page manager.

    • Provide your 9-digit order number and request cancellation.

Using either of these methods, the representative or page manager will help process your cancellation promptly.

How to Cancel an Order on the Jumia Mobile App

If you placed your order using the Jumia mobile app, the cancellation process is almost the same as when using a web browser. Follow the steps below to cancel your order through the app:

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  1. Log in to your Jumia App.

  2. Tap the User Icon located at the top right corner of the app.

  3. From the dropdown menu, select Orders.

  4. Choose the product you wish to cancel.

  5. Tap on Cancel Item.

  6. Select the appropriate reason for cancellation and then tap Submit.

  7. Check your Orders page or your email to confirm that the cancellation was successful.

Alternative Method of Cancelling an Order on the Jumia App

You can also cancel your order through the Help section in the Jumia app by following these steps:

  1. Log in to your Jumia App.

  2. Tap on the User Icon at the top right corner of the screen.

  3. Scroll down and select Help.

  4. Navigate to FAQs (Frequently Asked Questions).

  5. Under FAQs, choose Returns & Refund.

  6. Tap on Contact Us Form.

Once you access the form, fill in the required details, explaining why you wish to cancel your order. Submit the form, and a Jumia representative will review and process your request accordingly.

How to Cancel an Order on Jumia Using a Web Browser

To cancel your order on Jumia through a desktop or mobile web browser, follow the steps below:

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  1. Log in to your Jumia account.

  2. Click the User Icon at the top right corner of the homepage.

  3. From the dropdown list, select Orders.

  4. On the Orders page, find the specific product you want to cancel.

  5. Click See Details next to the selected product.

  6. Click on Cancel Item.

  7. Choose a reason for the cancellation and click Submit.

  8. Check your Orders page or email to confirm that the cancellation has been processed successfully.

Alternative Method of Cancelling an Order Using a Browser

If you prefer another method, you can also cancel your Jumia order through the Contact Us option located at the bottom of the homepage. Here’s how:

  1. Log in to your Jumia account.

  2. Scroll to the Footer Menu at the bottom of the homepage.

  3. Click on Contact Us and choose Cancel My Order from the available options.

  4. Fill in the form that appears with the following details:

    • Your Full Name

    • Your Email Address

    • Your 9-Digit Order Number

    • Subject Option: Select I want to cancel my order.

    • Detailed Reason for Cancellation: Clearly state why you are canceling the order and, if necessary, include your location details.

    • Complete the reCAPTCHA security check to confirm that you are not a robot.

    • Once verified, click the Submit button.

The form is simple and user-friendly. After submission, Jumia will process your request and notify you once the cancellation has been successfully completed.

How to Cancel an Order on Jumia Nigeria

The process of canceling an order on Jumia Nigeria is straightforward and follows the same steps as the general procedure outlined earlier. Simply follow the steps below:

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  1. Log in to your Jumia Nigeria account.

  2. Click the User Icon at the top right corner of the page.

  3. Select Orders from the dropdown menu.

  4. Click See Details beside the product you wish to cancel.

  5. Click on Cancel Item.

  6. Select the reason for your cancellation and click Submit.

  7. Check your Orders page or email to confirm that the cancellation was successful.

How to Cancel an Order on Jumia Egypt

Canceling an order on Jumia Egypt is just as simple and follows the same procedure as other Jumia platforms. Use the steps below:

  1. Log in to your Jumia Egypt account.

  2. Click on the User Icon at the top right corner of the screen.

  3. From the dropdown, select Orders.

  4. Click See Details beside the product you want to cancel.

  5. Click on Cancel Item.

  6. Select your cancellation reason and click Submit.

  7. Confirm through your Orders page or email that the cancellation was successful.

How to Cancel an Order on Jumia Kenya

Similarly, canceling an order on Jumia Kenya follows the same procedure as the general cancellation steps. Follow these steps:

  1. Log in to your Jumia Kenya account.

  2. Click on the User Icon at the top right corner.

  3. From the dropdown, select Orders.

  4. Click See Details next to the item you want to cancel.

  5. Click Cancel Item.

  6. Choose your reason and click Submit.

  7. Verify the cancellation by checking your Orders page or your email.

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