Dispute Resolution Policy
About this Dispute Resolution Policy
Icyflame strives to offer a seamless and user-friendly experience across our marketplace. However disputes
between customers and sellers and/or Icyflame will occasionally occur.
This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
How can I report an issue or complaint?
To report an issue or a complaint you may contact Icyflame customer service by telephoning +254 722 218 111;
or by using live chat.
For fast and efficient resolution of specific types of issues listed below you can also use the email addresses and
online contact forms listed below to reach the right team directly.
Issue Contact
JumiaPay account related queries (including
account closure)
+254 722 218 111
Report security breaches and suspected frauds +254 722 218 111
Data privacy related requests
Email to: info@icyflamestores.com
Legal disputes
Email to:info@icyflamestores.com
Report incorrect product information +254 722 218 111
Report infringing products +254 722 218 111
What happens after I report an issue or complaint?
After you report and issue or a complaint Icyflame shall take the following steps:
1. Record the following information for purposes of keeping you updated and tracking the
issue
i. your name and contact details; and
ii. the nature of the issue
2. Issue a reference number for the complaint for tracking purposes.
3. Send you regular email updates on the steps taken to resolve the issue in the event that it
is not resolved upon first contact.
4. Notify you via email once the matter has been resolved and seek your confirmation of
your level of satisfaction with resolution.
What happens if my issue or complaint is not resolved to my satisfaction?
Icyflame operates the escalation process set out below to ensure the timely and satisfactory resolution of all
issues.
Where possible we will attempt to resolve issues at the first point of contact with the customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact a member of
the issue resolution team will undertake an investigation.
The issue resolution team may request additional information from you and they will investigate the issue
considering all relevant circumstances and information available. You will be informed of their findings within
48 hours of your first contact.
In the event that the issue is not resolved within 48 hours of your first contact it will be automatically escalated
to the customer experience team as the final level of escalation. We endeavour to resolve all issues within 5
days of your first contact.
Can I contact sellers directly?
Icyflame will make every effort to contact sellers to resolve customer complaints on behalf of our customers.
However if these efforts are unsuccessful customers may also request direct contact details for sellers by
contacting customer service.
What if a seller refuses to cooperate in the dispute resolution
process?
Any seller that fails to cooperate in good faith to resolve a customer’s complaint may have its seller account
restricted or terminated.
Other helpful sources of information
Please refer to the following other helpful sources of information on Jumia:
1. HOW TO SHOP ON JUMIA
2. HELP WITH AN ORDER
3. REQUEST A RETURN AND REFUND
4. INFORMATION ABOUT DELIVERY TIMELINES