i want to convert & organize the context data, to the incident report criteria, to assist you more, i will give you all the information you need about incident report meaning, purpose, criteria of the reportable incidents & also the process of how to report these incidents. Then then i will give you the structured g sheet needed

The Incident report information:

What is a reportable incident? A reportable incident is an unexpected event or occurrence who's impact may result in a significant and negative impact on Jumia's business operations, reportable financial statements, reputation and compliance.

What's the purpose of this control?

The purpose of this control is to make sure that these specific types of incidents are reported, classified, tracked and resolved in a timely manner, and that preventive measures are implemented to avoid incident recurrence.

How to report an incident?

The incident report should describe the incident as if it was being explained to someone not working at Jumia, providing details, explaining step by step the incident, the root cause and how it was solved, or what the mitigation plan is. The main information that it should include is:

Timeline of the event and related mitigation actions, including, but not restricted to, start and end date, resolution date, status update dates, ETAs, and main actions' dates; Countries impacted; Department, ventures, branches, businesses, systems, stakeholders, and operations impacted; Detailed description of the incident occurrence; Mitigation actions, both reactive and preventive; Status updates; Owner(s) of the incident (it must be one person if possible and not a full team); Level of the incident (low; medium, high); Impact type(s) (Financial, Reputational, Operational, Compliance, HR) Impact description; Impact quantification (it depends on the type of the incident, but it can be in LCY/USD, in terms of volumes of packages/orders, number of customers, vendors, transactions, posts/views/shares, etc.) Examples of incidents (non exhaustive) Any allegation by a competent regulatory authority of contravention of an applicable law or regulation; An inability to meet, or continue to meet a significant license condition; Charging clients for services that aren't provided; Misrepresentation of a products benefits or features; A breakdown of a key SOX control, system or process; A recurring event, or combination of events, that considered together indicate a systemic internal control failure; A breach of contractual arrangements (including client agreements, outsourced service providers, mandates, guidelines); Representative misconduct such as breaches of their Best Interest Duty; Appropriation of funds; Occurrences or alleged occurrences with mediatic exposure on media or social media negatively impacting Jumia's reputation; Unusual fraudulent/abusive behaviors bringing potential risks or actual negative impact to Jumia's platform and financials; Occurrences bringing new potential or actual threats to Jumia's cyber defense procedures leading to data breaches or performance decrease on Jumia's systems response; IT Partners' service failures and IT products' delivery-related incidents leading to material impact on disclosure, financial reporting or customer experience; Non routine tax investigations led by tax authorities. Ownership

The stakeholder in charge of the incidents' completeness for each central functional area / Opco should organize monthly touchpoints with the stakeholders in charge of reporting the incidents For Opco, Internal Controllers are the ones responsible to submit the incident report; For CI and SA, the CFO or the backup is expected to submit the report. @Abou Ouattara for CI and @Mehdi Soualem for SA For the main central functional areas, the responsible for the submission of the incident report is the functional leader; Local leaders are free to delegate to trusted members of their teams (confidentiality issue), but all departments should be represented. Submission process

The owner must send an email to the list of recipients below explicitly stating that the Incident Report is complete as soon as it is completed, listing all the new incidents and all the incidents with updates (making reference to the row numbers of the trackers) related to the reporting period: [email protected] [email protected] [email protected] [email protected] [email protected] Country CEOs for Opco Types of incidents that are not part of this control

This control should not include the following types of incidents, since those fall under the scope of other controls that Jumia has in place: Type Control Conflict of interest cases

Conflict of Interest Policy

Whistleblowing cases

ELC-02 Harassment cases

Harassment reporting process

Outstanding litigations

Outstanding litigations Tracker; FSC-21

Tax incidents involving UTP (uncertain tax positions)

C-TAX-9

the structured G sheet format needed

MONTH DATE COUNTRY TOPIC DESCRIPTION MITIGATION STEPS TARGET RESOLUTION DATE "RESOLUTION STATUTS" STATUS UPDATE DATE STATUS UPDATE ACTUAL RESOLUTION DATE OWNER LEVEL IMPACT 1 (if any other than Cyber Security)) IMPACT 2 (if any) IMPACT 3 (if any) INCLUDE IN FINAL REPORT? REVIEWED LEVEL CONTROL OWNER DECISION COMMENTS

here is the context

i want to convert & organize the context data, to the incident report criteria, to assist you more, i will give you all the information you need about incident report meaning, purpose, criteria of the reportable incidents & also the process of how to report these incidents. Then then i will give you the structured g sheet needed

The Incident report information:

What is a reportable incident? A reportable incident is an unexpected event or occurrence who's impact may result in a significant and negative impact on Jumia's business operations, reportable financial statements, reputation and compliance.

What's the purpose of this control?

The purpose of this control is to make sure that these specific types of incidents are reported, classified, tracked and resolved in a timely manner, and that preventive measures are implemented to avoid incident recurrence.

How to report an incident?

The incident report should describe the incident as if it was being explained to someone not working at Jumia, providing details, explaining step by step the incident, the root cause and how it was solved, or what the mitigation plan is. The main information that it should include is:

Timeline of the event and related mitigation actions, including, but not restricted to, start and end date, resolution date, status update dates, ETAs, and main actions' dates; Countries impacted; Department, ventures, branches, businesses, systems, stakeholders, and operations impacted; Detailed description of the incident occurrence; Mitigation actions, both reactive and preventive; Status updates; Owner(s) of the incident (it must be one person if possible and not a full team); Level of the incident (low; medium, high); Impact type(s) (Financial, Reputational, Operational, Compliance, HR) Impact description; Impact quantification (it depends on the type of the incident, but it can be in LCY/USD, in terms of volumes of packages/orders, number of customers, vendors, transactions, posts/views/shares, etc.) Examples of incidents (non exhaustive) Any allegation by a competent regulatory authority of contravention of an applicable law or regulation; An inability to meet, or continue to meet a significant license condition; Charging clients for services that aren't provided; Misrepresentation of a products benefits or features; A breakdown of a key SOX control, system or process; A recurring event, or combination of events, that considered together indicate a systemic internal control failure; A breach of contractual arrangements (including client agreements, outsourced service providers, mandates, guidelines); Representative misconduct such as breaches of their Best Interest Duty; Appropriation of funds; Occurrences or alleged occurrences with mediatic exposure on media or social media negatively impacting Jumia's reputation; Unusual fraudulent/abusive behaviors bringing potential risks or actual negative impact to Jumia's platform and financials; Occurrences bringing new potential or actual threats to Jumia's cyber defense procedures leading to data breaches or performance decrease on Jumia's systems response; IT Partners' service failures and IT products' delivery-related incidents leading to material impact on disclosure, financial reporting or customer experience; Non routine tax investigations led by tax authorities. Ownership

The stakeholder in charge of the incidents' completeness for each central functional area / Opco should organize monthly touchpoints with the stakeholders in charge of reporting the incidents For Opco, Internal Controllers are the ones responsible to submit the incident report; For CI and SA, the CFO or the backup is expected to submit the report. @Abou Ouattara for CI and @Mehdi Soualem for SA For the main central functional areas, the responsible for the submission of the incident report is the functional leader; Local leaders are free to delegate to trusted members of their teams (confidentiality issue), but all departments should be represented. Submission process

The owner must send an email to the list of recipients below explicitly stating that the Incident Report is complete as soon as it is completed, listing all the new incidents and all the incidents with updates (making reference to the row numbers of the trackers) related to the reporting period: [email protected] [email protected] [email protected] [email protected] [email protected] Country CEOs for Opco Types of incidents that are not part of this control

This control should not include the following types of incidents, since those fall under the scope of other controls that Jumia has in place: Type Control Conflict of interest cases

Conflict of Interest Policy

Whistleblowing cases

ELC-02 Harassment cases

Harassment reporting process

Outstanding litigations

Outstanding litigations Tracker; FSC-21

Tax incidents involving UTP (uncertain tax positions)

C-TAX-9

the structured G sheet format needed

MONTH DATE COUNTRY TOPIC DESCRIPTION MITIGATION STEPS TARGET RESOLUTION DATE "RESOLUTION STATUTS" STATUS UPDATE DATE STATUS UPDATE ACTUAL RESOLUTION DATE OWNER LEVEL IMPACT 1 (if any other than Cyber Security)) IMPACT 2 (if any) IMPACT 3 (if any) INCLUDE IN FINAL REPORT? REVIEWED LEVEL CONTROL OWNER DECISION COMMENTS

i am sorry here is the correct context

context data:

No. B.Area Area Type Listed Week Start date End date Deadline Status Topic Escalated By Comment

46	PG	All	Issue	W38	9/4/2023			Solved	"Runners" in all Tiers: delay in handling Bulky orders delivery issue	CXP	"291 Pkgs was pending before 1st meeting

Cleared 257 pkgs Pending 50 pkgs to be cleared today before EOD" Description "Since transitioning to the new 3PL (Runners) on Aug 16, 2023, there has been significant delays in both the vendor pick-up process (First Mile) and customer deliveries (Last Mile) and customer return (Pick Up) (Last Mile), which is severely impacting our overall customer and vendor experience." Impact (KPI, money...) "VXP: Cancellation Rate: Automatic system cancellation due to late fulfillment 291 item worth 881,744.38 EGP [Ongoing - STM deactivated till Oct 1, 2023] Seller Score: Cancelled orders impacted Seller Score and applying contribution fees [Solved] VIPGI: Repeated interactions from vendors complaining from inconsistent pick-ups [Solved] Sep 20, 2023 through shifiting all new vendor pick up to Control Fleet CXP: IPGO: Repeated interactions from customer complaining from late delivery (2.63K interactions linked to delayed delivery / 1.54K linked to Returns) [Partially Solved] Customer Compensation: Increase in count of ""apology vouchers"" offered to customers impacted by cancellation and late deliveries 11,800K EGP in W36 Sep 4 --> Sep 10" Root Cause Analysis Due to the migration from (3PL Top DS) to (3PL Runners DS) since Aug 15,2023 the items exceeded the SLA Action Plan (Action - Owner - ETA) "1) STM is deactivated for runners till 20th September and extended till Oct 1, 2023 till backlog is cleared 2) 2 meetings done with Runners CEO & here is the summary:

1st Meeting: 1- We will stop dispatching any new packages to your end until further notice "" Neither from NW hub nor sellers"". @Sameh Fahim 2- Updating us on the count of the physical pending packages at your hub related to T1 today by 7 PM max "" So we can decide either collecting all of them our certain areas"" @Karim Fouad 3- All the packages related to other tiers are to be finalized by tomorrow urgently with the final status ""either canceled or delivered"". @Sameh Fahim 4- Runners will bear any compensated amount to our customers for any non-compliance cancelation attempts or delayed packages that will not be finalized by tomorrow as agreed. @Sameh Fahim

2nd Meeting: -FWD CST Delivery 1-Tier one, our fleet team has collected all the high aging physical pending packages at your side, so we have only 133 packages being attempted by your end we got feedback on 116 out of them to be validated from our end, and the rest to be managed by our fleet team within this week if there will be any. 2-Other Tiers, all the high aging TNs to be either canceled or delivered today, we got feedback for 112 only, Also all the aging ones from 0-3 days + the in-transit ones to be finalized within 72 hours. 3-Completed packages on the system by mistake, to be delivered physically Sep 26, 2023

Update as of Sep 26, 2023:: 291 Pkgs were pending before 1st meeting Cleared 257 pkgs Pending 50 pkgs to be cleared today before EOD = 88% clearance

Return Pickups 1-Tier one, all the pending TNs are to be collected by Sep 26, 2023, our fleet will only support in collecting the high-aging ones in case they need support. 2- Other tiers, all the TNs to be collected by Sep 26, 2023. 3- @Mohamed Taher To support please in double checking the TN that needs a technician visit before pick up. Update as of Sep 26, 2023:: 27 packages pending > 4 days before first meeting and remaining 9 packaging > 4 days as of Sep 26, 2023 = 66% clearance

Vendor Pickups > 2 days 49 tracking packages pending system status update and physical product pickup were pending on Sep 24, 2023 Update as of Sep 26, 2023:: Cleared 51% of aging Vendor pickup > 2 days since Sunday Sep 24, 2023 till Tuesday Morning Sep 26, 2023 " 48 PG CS/ CXP Issue W38 9/24/2023 Solved Non-Returnable Tag rules is not operating as expected since some non-returnable categories were returned normally CXP Description "Issue #1: During the CXP weekly touchpoint on September 4, 2023, we identified that customers were able to return orders online for categories that should have been excluded from the non-returnable rule. Despite setting the following categories as non-returnable, customers were still able to return them. Issue #2: Upon conducting further deep dive, we discovered that the rule configuration for packaging materials has been incorrectly set up since Mar 3, 2023. This has resulted in packaging material products falling into returnable flows that should have been excluded. [List of non-returnable categories] through which customers were able to return them normally [July 1,2023 ~ Sep 23, 2023] " Impact (KPI, money...) "[List of non-returnable categories] through which customers were able to return them normally [July 1,2023 ~ Sep 23, 2023]

CATEGORY_ONE Total Items Beauty & perfumes 3,276 Home::Pack Material 2,653 Sport & Fitness 444 TVs, Audio and Video 191 Appliances 101 Books & Stationery 101 Adulte 49 Food cupboard 23 Musical Instruments 13 Beverages 2 Grand Total 6,853" Root Cause Analysis "HC ticket raised to invesitgate the RC of why categories listed in the non-returnable rule were not excluded from the normal return flow RC1:: Not all Return reasons were listed in the rule :: could be one of the root causes [solved : Sep 4] RC2: Categories formatting and syntax should include correct UCR categories with their cooresponding BI Category" Action Plan (Action - Owner - ETA) "AP1: On September 4, 2023, Local IT rep added the missing online return reasons in the rule configuration. This will ensure that all scenarios for non-returnable categories are properly triggered. AP2: On September 4, 2023, Local IT rep rectified the wrong rule format for packaging materials SKUs in the configuration. With this fix, products will no longer fall into any returnable flow and will be appropriately categorized as non-returnable. AP3: On September 26, 2023, Local IT rep to review all categories listed in the rule and ensure correct UCR categories are listed and test after the modification AP4: Sherif MostafaLocal IT rep to review the outcome for each category we triggered for fix and confirm if the fix solved the issue once and for all AP5: Share the RC of each issue to ensure we not fall into the same situation again AP 6: Keep monitoring the performance and confirm that all non-returnable categories are excluded as expected AP 7: Check if the spotted issues in EG with the non-returnable tag are impacting other countries" 49 PG CS/ CXP Issue W38 9/22/2023 Solved RMA Flow 1 & Flow 3 rules are not excluding all categories due to wrong rules configuration that allows specific categories to fall into the RMA flows CXP Description "On Sep 22, 2023;

Current RMA rule configuration non-retrievable is not considering the current categories that should be excluded mainly BI CATs >> Beauty & perfumes & Food cupboard added in the rule based on HC Ticket #309955 Current RMA rule configuration for anticipated refund without return is not considering the current categories that should be excluded mainly BI CATs >> Beauty & perfumes & Food cupboard added in the rule based on HC Ticket #303883" Impact (KPI, money...) "We spotted orders returned into flow 1 & Flow3 that included Food cupboard & Health & Beauty, examples below and please find the full list attached:

COD_BOB_SALES_ORDER_ITEM COD_ORDER_NR DD_RMA_RETURN_ORDER_ITEM DSC_BI_CATEGORY_ONE 69922498 354828677 3050849 Beauty & perfumes 70102393 315518977 3050390 Beauty & perfumes 70102394 315518977 3050391 Beauty & perfumes 69655365 378443477 3029132 Food cupboard" Root Cause Analysis HC ticket 330623 raised to invesitgate the RC of why categories listed in the RMA rules were not excluded Action Plan (Action - Owner - ETA) "AP1: On Sep 22, 2023 HC ticket raised #330623 to fix the rule configuration for the mentioned categories AP2: Investigate the reason behind why the rule wasn’t operating properly and if issue impacting other countries On Sep 25, 2025 feedback received on the ticket that they are still invesitgating the root cause and confirmed that the initial request rule update raised initially was correct " 50 PG VXP Issue W38 9/24/2023 9/26/2023 9/26/2023 Solved Lost compensation shortage VXP https://helpcenter.jumia.com/hc/en-gb/requests/330850 Description "On Sep 24, 2023, VXP uploaded the batch for the impacted vendors to reverse the missing lost amounts [10 vendors] On Sep 24, 2023; Local finance needed to checkn first with regional finance first to verify the channel of reversing the remaining amounts for the lost compensation shortage to the vendors under which transaction type (Lost credit- or - claims compensation )" Impact (KPI, money...) The issue impacted so far only 10 vendors claimed with 25 items and 29,598 EGP Root Cause Analysis 5% of claims interactions deal with delays in paying the lost variance amount Action Plan (Action - Owner - ETA) "We have already uploaded the batch under the ""claims compensation credit"" transaction and are awaiting confirmation from Local and Central Finance. Update :: Sep 26, 2023 :: Regional Finance team confirmed the usage of Claims Compensation Credit for such cases and batch approved by local finance on Sep 26, 2023" 51 PG CS/ CXP Improvment W39 9/4/2023 9/30/2023 9/30/2023 Solved Non Returnable categories not excluded from the RMA rule (not eligible) CXP Description " On Sep 25, 2023, issues spotted with the non-returnable rule configuration in OMS. These issues have caused the non-returnable rule to operate in a way that was not expected.

Issue #1: During our CXP weekly touchpoint on September 4, 2023, we identified that customers were able to return orders online for categories that should have been excluded from the non-returnable rule. Despite setting the following categories as non-returnable, customers were still able to return them. Issue #2: Upon conducting further deep dive, we discovered that the rule configuration for packaging materials has been incorrectly set up since Mar 3, 2023. This has resulted in packaging material products falling into returnable flows that should have been excluded." Impact (KPI, money...) "[List of non-returnable categories] through which customers were able to return them normally [July 1,2023 ~ Sep 23, 2023] Beauty & perfumes 3,276 Home::Pack Material 2,653 Sport & Fitness 444 TVs, Audio and Video 191 Appliances 101 Books & Stationery 101 Adulte 49 Food cupboard 23 Musical Instruments 13 Beverages 2 Grand Total 6,853" Root Cause Analysis "RC1: RMA rule configuration didn't include all online return reasons RC2: RMA rule configuration (not eligible) categories listed with the BI cats only, yet the RMA rules mandate to include the UCR Commercial categories along with their cooresponding BI Cat in order the rule to work properly" Action Plan (Action - Owner - ETA) "AP1: On September 4, 2023, Local IT rep added the missing online return reasons in the rule configuration. This will ensure that all scenarios for non-returnable categories are properly triggered. AP2: On September 4, 2023, we rectified the wrong rule format for packaging materials. With this fix, products will no longer fall into any returnable flow and will be appropriately categorized as non-returnable. AP3: On Sep 25, 2023, HC ticket 330856 raised to investigate the RC of the Rules behaviour and feedback received on Sep 25 that not all UCR & BI Cats were included in the RMA rule AP4: On Sep 30, 2023, Local IT rep updated the RMA rule with the correct list of UCR catgories with their BI Cats to exclude them as exepcted" 52 PG CS/ CXP Updates & Highlights W39 9/29/2023 10/8/2023 12/31/2023 Ongoing JumiaPay on delivery :: Last ETA from tech W40 to finalize all requirments CXP Description Update received from JPay team that Tech ETA for finalzing all requirments by W40 so if testing passed, we should go live by W41 Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 53 PG CS/ CXP Updates & Highlights W39 10/8/2023 10/3/2023 Solved Runners Backlog clearance update as of Oct 1, 2023 CXP Description We had a meeting with Runners' CEO on Sep 27, 2023 and been following up closely with Runners operations to clear the backlog Impact (KPI, money...) "From W33 ~ W39 Runners Delivery Success Rate (total delivered packages / total closed packages) = 80.15% [3,134 delivered / 3,910 closed]

Update Oct 2, 2023 ""morning"" ;Total pending FWD delivery to customer 21 packages 0 attempt Update Oct 3, 2023 ""morning"" ;Total pending FWD delivery to customer 0 attempt :: 8 packages [4 late-pending] and [4 within SLA] Update Oct 3, 2023 ""morning"" ;Total pending RVS pickup 25 packages [late - pending] 0 attempt :: AP:: 17 packages routed to control fleet to accelerate the reversal pickup" Root Cause Analysis "- Runners operational issues mainly caused by

1. Top (previous bulky 3PL) backlog [700 packages assigned vs 250 forecasted]
2. Wrong forecast shared of volume and split by tier and bulky size impacting operations
3. Trucks dispatched in reverse flow triggering to collect small items in T2 {example Truck went to Sohag to pick up watches and shoes} consuming trucks capacity" Action Plan (Action - Owner - ETA) "1) List of new users needed for Runners DAs | HMT online updates [TBD - Sep 27, 2023] - done
4. Align before any changes in sending control fleet to take over backlog packages
5. Accurate forecasting needed with share of Medium Bulky vs Large Bulky to prepare the
6. Ensure correct routing of only bulky FWD & RVS packages and not assign to pick small & medium products
7. Confirmed Lost STM sanity check of deactivation with runners till backlog clearance [to be reactivated by Oct 2 and extended till Oct 8] for Sep reconciliation
8. Runners to share the split of their max capacity [150 ~ 200] tracks per day ---> 70% Medium | 30% Bulky per tier lvl ETA W40" 54 PG CS/ CXP Issue W39 9/22/2023 10/4/2023 Solved RMA rules (Flow #1 & Flow #3) categories not excluded CXP Description "On Sep 22, 2023; during the CXP RMA analysis routine, we spotted categories in Flow 1 & Flow 3 that should be excluded yet online returns were created normally. As per HC ticket #309955: https://helpcenter.jumia.com/hc/en-gb/requests/309955

We have requested in the above ticket to ensure the below categories to be excluded from the rule, so any products under those categories should not fall into RMA non-retrievable / instant refund without return: Product.commercialCategories ""Supermarket"",""Health & Beauty"" biCatLevel1 ""Beverages"",""Beauty & perfumes"",""Food cupboard""

Yet, we spotted orders returned into flow 1 that included Food cupboard & Health & Beauty we spotted the same issue in Flow 3 ""anticipated refund with return"" for example to exclude the ""Beauty & Perfumes"" category, yet orders returned in Flow 3 with such category" Impact (KPI, money...) "Impact flow #3: [Health & Beauty] items returned between June ~ Sep = 2,608 items Impact flow #1: [Health & Beauty] items returned between July ~ Sep = 13,181 items" Root Cause Analysis RC: RMA rule configuration categories listed with the BI cats only, yet the RMA rules mandate to include the UCR Commercial categories along with their cooresponding BI Cat in order the rule to work properly Action Plan (Action - Owner - ETA) "On Sep 22, 2023, HC ticket 330623 raised to investigate and trigger the corrections needed On Sep 30, 2023, local IT rep collected all UCR & BI categories related to RMA rules for proper configuration updates :: tracker here On Oct 3, 2023, same approach followed in fixing the RMA rule (not eligible), Local IT rep updated the HC ticket 330623 with the suggested fix and raised HC ticket #333070 for the changes to be implemented https://jumiahelpcenter.zendesk.com/agent/tickets/330623 https://jumiahelpcenter.zendesk.com/agent/tickets/333070" 55 PG VXP Issue W39 8/16/2023 9/27/2023 10/9/2023 Solved Bulky Pick fees amounts not deducted during migration from Top 3PL to new providers VXP Description Pick Fee 15EGP was not deducted on delivered packages during the migration from Top DS to EG-3PL-Runners-FDS Fleet, then EG-3PL-Oscar-FDS Fleet. Impact (KPI, money...) "The migration occurred on 15th of August. But the Pick Fee rule was not updated to include the new shipping providers Total of 1,510 items delivered / 68 vendors | 22,650 EGP pick fees to be collected (1497 items for EG-3PL-Runners-FDS Fleet, and 17 items for EG-3PL-Oscar-FDS Fleet) " Root Cause Analysis Pick Fee rule was not updated to include the new shipping providers during the migration as the request was sent directly from Logisitcs to VXP to take the action of changing the provider due to sudden closure and migration to Runners and later to Oscar Control Fleet Action Plan (Action - Owner - ETA) "On Wednesday Sep 27, 2023 06:44 PM HC ticket 331818 raised to add the new Bulky Shipping Provider EG-3PL-Oscar-FDS Fleet to the Pick Fee rule so shipped packages under this shipping provider would trigger 15 EGP under the transaction ""Pick Fee"". Done Sep 27, 2023 07:48 PM:: EG-3PL-Oscar-FDS Fleet in the list of hubs that are included in the Pick Fee - Item Level rule, in order to have the 15 EGP charge applied to items that are shipped by this shipment provider. Tested since 27th of September at 20:00, all packages delivered for Oscar FDS are being charged the Pick Fee Retroactively, we will apply the 22,650 EGP of Pick Fees not deducted from the 68 vendors in upcoming statment (W41) with proper communication sent prior amount application" 56 PG VSC Improvment W39 9/17/2023 10/1/2023 10/1/2023 Solved Rule activation :: Sprinkler Prioritization feature working and live VXP Description Rule is activated in EG/DZ teams on Sunday Oct 1st Impact (KPI, money...) Tested on Oct 1 & Oct 2 and no red flags mentioned today by EG team during handling today the team confirmed that the old cases are entering the queue normally FIFO and the new cases are coming with contact reasons prioritisation. Root Cause Analysis N/A Action Plan (Action - Owner - ETA) Keep monitoring the queue assigning and flag in cases of any improvement 57 PG VSC Issue W40 10/2/2023 10/4/2023 Solved Communication new order notification not sent to vendors since Oct 2 VXP https://helpcenter.jumia.com/hc/en-gb/requests/332983 Description On Oct 1, 2023, VSC has received 10 vendor interactions related to not receiving the email notification for new orders Impact (KPI, money...) Till now impacting 10 vendors with 115 orders , HERE the raw data Root Cause Analysis "RC: A change occured in vendor communication triggers on Oct 2, 2023 as part of the new VC rollout Detailed RC & Fix ETA pending reply on HC ticket 332983" Action Plan (Action - Owner - ETA) "- Apologized to vendors for the issue and requested they check the SC instead of email till the issue is solved.

• Raised HC ticket 332983 and waiting for the feeback" 58 PG Content Updates & Highlights W39 09/17/2023 Solved Scraping tool for Post QCing the online products Content Description "On Sep 17, 2023; Content Team started using a new scraping tool that spotting more skus online with less headcount and less time For example, 100 skus used to take more than 4 hours to get all the data manual one by one and now the 100 skus are checked in maximum one hour" Impact (KPI, money...) Better and more clean webiste in terms of correct catgeorizations and lake of Fakes and Prohibited products, leading to a better shopping experience Root Cause Analysis Action Plan (Action - Owner - ETA) "Hana & EG Content Team A presentation is in preparation now and will be shared and educated for other countries" 59 PG CXP Updates & Highlights W40 10/08/2023 10/08/2023 Solved Testing JPay on Delivery orders scenarios after recent tech fixes as flagged in HC ticket #325082 to assess all possible flows before going live ETA 42 CXP Description Test scenarios here Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 60 PG CXP Issue W40 10/08/2023 11/10/2023 Ongoing Fawry refunds are triggered to Store Credit instead of the setup done back in April mapped to Refund Voucher Description During the weekly GTN deep dive, local CXP team sportted Fawry orders refunded to "Store Credit" Impact (KPI, money...) "As part of the latest PMO refund improvement done in April 2023; all Fawry refunds should go to ""Refund Voucher"" instead of ""Store Credit"" Since X ~ Oct 8, 2023 = total X customers X orders X items X values EGP refunded as store credit instead of refund voucher" Root Cause Analysis 334831 # raised to invistigate the root cause Action Plan (Action - Owner - ETA) "AP1: HC ticket raised to move ""Fawry"" payment method under a seprate payment provider to trigger only ""Refund Voucher"" method onsite AP2: Implemented local bi-weekly mystery journey dedicated to test all refunds methods to spot early any changes in refund configuration" 61 PG VXP Updates & Highlights W40 09/30/2023 10/07/2023 10/07/2023 Solved Launching a new VDO in 6th of October region replacing the previous VDO 3PL REDLINE who closed his VDO on Sep 30, 2023 Description "First operation day for the New VDO on the 7th of October 2023 with the 3PL First Distance between the old VDO and new VDO = 2.2 KM" Impact (KPI, money...) "Total 103 vendors were communicated on Sep 29, 2023 about the closure of Oct VDO and that the last operation day is Sep 30 Meanwhile, we will send our pick up control fleet to the vendors' location between Sep 30 ~ Oct 7 (with no charge) to pick your orders until the new VDO is launched % of the October Seller base who have a QRR% more than 1% = 22% (56) sellers" Root Cause Analysis On Sep 11, 2023 Redline 3PL Company management asked to terminate the VDO on 6th October region because the volume can’t cover the operation expenses. And based on their contract we have 30 days before the closure. Action Plan (Action - Owner - ETA) "AP1: Sep 29 Communication sent to vendors informing them about the migration after confirmation from Logisitcs that they cannot extend resuming operation AP2: Daily steering of all October vendors to ensure no auto RING cancellation for late fulfilllment in case pick up failed AP3: VXP outbound calls done to sellers to notify them to update their address on SC to ensure smooth pickup" 62 PG CXP Issue W40 10/02/2023 10/04/2023 Solved Defacto late fulfilement orders CXP All backlog cleared 9th oct EOD Description "All orders placed starting from date 2nd of october was stucked on system till date wednesday 4 oct (before the long weekend)" Impact (KPI, money...) "Orders [pending & ready to ship] with above > 10 items = 126 orders / 2,148 items / 449,465 EGP Customers [pending & ready to ship] with above > 10 items = 452 orders / 3,499 items / 731,402 EGP" Root Cause Analysis API integration issue between Jumia system & Defacto Action Plan (Action - Owner - ETA) "Proactive communication sent to customers Escalation mail sent to commercial team to push defacto to fulfill those orders AP3: Post mortum with commercial to give headsup before huge offers" 63 PG VXP Issue W40 10/08/2023 Solved New Contact reasons prioritization Feature issue VXP Description we are facing an issue related to launching the new Contact Reasons prioritization Feature" as we almost have 77 cases not assigned to any VSC agent however almost 720 cases with the same priority and within the same period assigned normally Impact (KPI, money...) Almost 77 cases breached the SLA without getting any response from our side Root Cause Analysis "The New Contact reasons prioritization Feature" Action Plan (Action - Owner - ETA) "TKT raised and still waiting for updates https://helpcenter.jumia.com/hc/en-gb/requests/335186" 64 PG VXP Issue W41 10/11/2023 10/12/2023 Solved Package Pick Fee Credit issue VXP Description The main reason behind applying wrong pick fees on sellers' account statements is a change that happened in the configuration of the package pick fee rule that currently captures the "Shipping Provider" from HMT instead of the previous setup from OMS. Therefore, any manual changes in providers done by the Supply Chain over HMT after the ready-to-ship status will trigger the pick fees to be applied if assigned manually to the "EG-warehouse fleet" provider on HMT. Impact (KPI, money...) 55 Vendors with 2368 items, with total amounts 35,430 EGP Root Cause Analysis "- During the recent launch of a new VDO (Vendor Drop-Off) location in the 7th of October region, which replaced the previous VDO 3PL REDLINE
• We had one week, from October 1st to October 7th, during which sellers were approved to collect their packages using our VPU vehicles at no extra cost on their invoices till the new First VDO launching on Oct 7, 2023" Action Plan (Action - Owner - ETA) "- The HC ticket #336230 has been raised and the amount has been reversed to the vendor's statements.
• Send a communication to vendors apologizing about the issue and informing them that amounts have been reverted back." 65 PG CS/ CXP Issue W41 10/10/2023 10/22/2023 10/26/2023 Solved Jumia Flex ( DEFACTO) vs OPS Issues CS Description "1) Invoices used by Defacto are is not Jumia invoice ( Big deal for Customers ) , Not ok from OPS side due to lake of info like QRCODE of return Policy , No Info about Jumia only Defacto

2. Price on the invoice is way different then Jumia Selling price ( HUGE ISSUE)
3. Packaging material used for mono item, and 2 items on the same packages was shipped in Defacto packaging material ( without any approval or alignment ).
4. Buy 1 get 1 free vouchers was not well set since customers are using the voucher on Unique item from Defacto assortment and taking the whole item for free." Impact (KPI, money...) "95 interactions were received on the 10th of October due to Defacto Packages :: Some customers didn't know that this was jumia order. Defacto Invoice :: some claims about the price difference" Root Cause Analysis "Update Oct 19, 2023 :: due to defective ""Air Way bill Holders"" packaging materials delivered to Defacto, he was unable to fulfill the pending orders on time Request sent to Supply Chain and issue solved Oct 22, 2023" Action Plan (Action - Owner - ETA) 66 PG CS Issue W41 10/11/2023 Solved Sprinklr tech issues CS Description "-On the 11th of October 1:30 PM ( EG Time ) the live chat was down for 30 minutes. -After solving the first issue many customers ( we don't have exact numbers ) were stuck on with the bot till the 12th of October 7:30 PM ( EG Time ). -On the 13th of October 7:45 PM ( Cairo time ), the live chat and Social media were done for 30 minutes. " Impact (KPI, money...) "Many customers ( we don't have exact numbers ) were stuck on with the bot for 30 hours. Spike on voice channel due to the reachability of chat." Root Cause Analysis Sprinklr feedback :: This happened because one brand account, "Jumia Kenya" sent a message to another brand account "Jumia Kenya Food" natively, which makes it a fan message and vice versa, natively starting a bot loop. This uncommon scenario wasn't catered to in the configuration where there should have been a check for all brand accounts where the bot is deployed, and if a message comes from any of these accounts, then the bot shouldn't trigger. Action Plan (Action - Owner - ETA) Sprinklr feedback :: Currently, we have changed the rule configuration to handle the above scenario such that any fan message coming in from profiles that are a part of the bot account group doesn't trigger the bot. In addition to this configuration, we have also applied a restriction from the backend code to eliminate such a use case. We have also set an alert in place to catch such a scenario proactively (in case it occurs) 67 PG CS Issue W41 10/11/2023 Solved Bob issue - Voucher creation CS Description "Refund status was turned to be troubleshooting for some orders ( 43 ) while the refund was voucher. and the Finance can't create the voucher manually." Impact (KPI, money...) 43 refund ticket was impacted for one day Root Cause Analysis "BOB was returning a HTTP 500 for those voucher requests so the vouchers where stuck in troubleshooting. You would need to manually process them." Action Plan (Action - Owner - ETA) "HC was raised and the issue was solved. https://helpcenter.jumia.com/hc/en-gb/requests/335673" 68 PG All Issue W42 10/22/2023 Pending Sudden backlog pushed from sprinkler to the awaiting assignment queue VSC Description "On Sun 22-Oct

• we received a huge count of cases pushed from sprinkler's back end which were created by the sellers for more than one week with repetitive interactions without assigning to the ""VSC awaiting assignment queue""
• agents' skills on ( contact reasons and channels ) were not followed by sprinkler so all contact reasons were assigned to all the agents

On Mon 23-Oct

• WA was not working from 2 PM to 4:30 PM
• We also faced a capacity issue for all the agents as agents have a variety on their capacity from 4 to 9 CF cases per agent" Impact (KPI, money...) Root Cause Analysis Due to migration of escalated teams to Sprinklr; for CS it is planned to close bulk close all cases older than October Action Plan (Action - Owner - ETA) Case esclated to sprinkler team, Yacine and Hanan 69 PG CS Issue W42 10/18/2023 10/19/2023 10/19/2023 Solved Sprinklr: Voice cases creation issue CS Description "Description:: All voice cases being created are not being assigned to the agents ( who created the cases ), and the business line ( origin ) is not being set also Impact:: Oct 17 the issue happened with 18 new users, Oct 18 with all users Case Reachability: If the agent changes the opened tab before closing the case, he won't be able to see it again same as us. CSAT records: Records are not reflecting As the total records received is 7 records Also, the agent's individual queues are always zero." Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) Action: HC ticket was raised # https://helpcenter.jumia.com/hc/en-gb/requests/338055 70 PG VXP Issue W42 10/9/2023 10/26/2023 Solved Vendor Promise automatic communication is not sent after SF deprecation Description " Vendor promise communication was sent via SF, and its likely not being sent. MA raised the same flag a few weeks back an d its been under investigation by SF team for a while but we decided not to pursue it anymore since SF is being deprecated and whatever we decide to do with VP will be on a different platform" Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) Check with Yacine the ETA for the vendor promise communication check and confirm which platform will be tested for the communication instead of SF 71 PG CS Issue W42 10/17/2023 Solved OMS and BOB Sync issue Description on the 17th of October and for one hour there was a sync issue between OMS and BOB and all COD orders were stuck on BOB Impact (KPI, money...) All COD orders ( 415 ) were placed within this hour were stuck on BOB Root Cause Analysis Not mentioned in trhe HC ticket Action Plan (Action - Owner - ETA) issue escalated with HC # https://helpcenter.jumia.com/hc/en-gb/requests/337267 72 PG CS Issue W42 Solved Late JG shipment Description " JG items were late fullfilled from 18 SEP till 26 SEP due to public holiday in china ""Mid-Autumn Festival & National Day"". 150 Shipments with 132 impacted customer" Impact (KPI, money...) Expected delay in delivery for these Packages Root Cause Analysis public holiday in china "Mid-Autumn Festival & National Day". Action Plan (Action - Owner - ETA) """- Tracks esclated to Account manager responsible
• Push notification has been sent to the impacted customer to inform them about the expected delay and about the new expceted delivey SLA ( this week )" Description "- We had a spike in the backlog in New cairo fleet on 12/4/2023 (40% of the backlog) " Impact (KPI, money...) "- Impacted the E2E Attemped after shipping and the E2E Delivery promise
• 400 Packages which represented 40% of the total backlog
• 11 Cities impacted" Root Cause Analysis -New Cairo Faced shortage in the DAs are refusing to operate in these areas due to governmental authorities stopping them while delivering Action Plan (Action - Owner - ETA) "- Extened the SLA +2WD for the impacted cities on checkout and PDP Pages
• Push notification to the already delayed packages" 73 PG CXP Issue W45 11/23/2023 Ongoing Prepaid Orders Delivery OTP triggers is not delivered showing "Dropped" status in Comms Module CXP Description Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 74 PG CXP Issue W47 11/26/2023 Pending Delay in the pickups because of SMSA and Runners 3PLs CXP Description "- We had a spike in the backlog in New cairo fleet on 12/4/2023 (40% of the backlog) """ Impact (KPI, money...) """- Impacted the E2E Attemped after shipping and the E2E Delivery promise
• 400 Packages which represented 40% of the total backlog
• 11 Cities impacted""" Root Cause Analysis -New Cairo Faced shortage in the DAs are refusing to operate in these areas due to governmental authorities stopping them while delivering Action Plan (Action - Owner - ETA) """- Extened the SLA +2WD for the impacted cities on checkout and PDP Pages
• Push notification to the already delayed packages""" 75 PG CS Issue W48 12/3/2023 12/3/2023 Solved Cases Creations issue ( Live chat- Social Media ) CS Description " the customers can't reach us through live chat and Social media channels Sprinklr is not triggering any tickets starting from: 1:04 PM till 3:30 PM" Impact (KPI, money...) "* High Spink on inbound Channel

• Some Customers get stuck for 21 hours " Root Cause Analysis https://helpcenter.jumia.com/hc/en-gb/requests/359808 Action Plan (Action - Owner - ETA) 76 PG CXP Issue W48 11/30/2023 12/7/2023 Ongoing Customer phone number issue Extra (0) CXP Description "the customer phone number that inserted in app is 10 numbers without country code. What happen now we found that the phone numbers on HMT and OMS have extra ( 0 ) , which led to wrong phone number at the end. it uploaded from bob with the Extra (0)" Impact (KPI, money...) Root Cause Analysis "Regarding the issue's origin, this has been there for years, and impacts all countries. i think agents where just manually removing the added 0 when calling the custome " Action Plan (Action - Owner - ETA) Help center Ticket #359333 78 PG CXP Issue W49 12/4/2023 Solved DAs Shortage in New Cairo fleet CXP Description "OTPs for prepaid orders. This is actually triggered by the delivery agent, see details: Delivery confirmation call:The delivery agent contacts the customer to confirm their availability for the delivery. OTP is triggered via DAPP:During the delivery process, the OTP is triggered using our DAPP. This action is typically performed as the delivery agent is about to deliver the package. Simultaneous OTP dispatch through multiple channels:The OTP is automatically sent through three channels: -SMS -Inbox app -Email Synchronized Communication: All communications through these channels are sent simultaneously once the delivery agent triggers the OTP." Impact (KPI, money...) Root Cause Analysis "Salouha had checked the reason of failure, and this is what I found: The reason for the failure may be related to the recipient's unavailability, memory capacity issues, or temporary communication issues between the operator and the end user. " Action Plan (Action - Owner - ETA) "Resolving this error may involve verifying recipient details, or contact Support to investigate any potential network or configuration issues."" Shared other examples of dropped SMS:

Phone # Date Status

1 +201210344973 11/25/2023 Dropped 2 +201222956299 11/25/2023 Dropped 3 +201227432332 11/25/2023 Dropped 4 +201288801385 11/25/2023 Dropped 5 +201201050002 11/25/2023 Dropped 6 +201228525456 11/25/2023 Dropped" Description Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 80 PG VSC Issue W48 12/3/2023 Solved PG VSC WhatsApp down VSC Description " the WhatsApp channel was down and sellers cannot reach us " Impact (KPI, money...) Sellers couldn't reach us trough the live channel for the urgent requests Root Cause Analysis Action Plan (Action - Owner - ETA) "TKT raised and waiting for the updates https://helpcenter.jumia.com/hc/en-gb/requests/359815" 81 PG VSC Issue W48 11/28/2023 Pending Payment delay for 14 sellers due to CITI bank VSC Description "We recived a flag from the local finance team that they have 14 sellers still waiting confirmation from CITI bank due to compliance issue
Update 19 Dec :: total 20 sellers still impacted
10 still pending from the first batch 6 from the second batch
4 from the third batch " Impact (KPI, money...) 14 sellers still didn't recive their payemnts and contacting us almost daily Root Cause Analysis Compliance issue as the bank asked for the sellers' full name & date of birth to compelet the payment Action Plan (Action - Owner - ETA) "Case esclated to loacl and centeral FInance team and still waiting for the updates Update 19 Dec 20 Sellers impacted ""14 sellers & 6 new sellers"" still didn't recive thier payments " 82 PG VSC Issue W49 12/5/2023 Solved "What's App down " VSC Description WhatsApp channel down Impact (KPI, money...) the WhatsApp channel was down almost for 4 hours and sellers couldn't reach us Root Cause Analysis Action Plan (Action - Owner - ETA) "TKT raised and issue solved https://helpcenter.jumia.com/hc/en-gb/requests/361204" 83 PG CXP Issue W49 Pending PUS E2E KPIs calculations issue CXP Description "The PUS attempt date is the date when the customer go to the PUS and pick the item. Therefore the delivery date will be the same as the attempt date same for DD" Impact (KPI, money...) This confirgration will impact the E2E PUS Attempt as the package could Root Cause Analysis The package could have been received as the pickup station within SLA but the customer go and pick the item after two of received date so the attempt or the delivery will be out of SLA (E2E Promise). Action Plan (Action - Owner - ETA) BI Helpdesk ticket #31004 esclated to Group Data Analyst Team 84 PG CXP Issue W49 12/10/2023 12/14/2023 Pending Late RVS Pickups Related to SMSA Assuit CXP Description 31 TR# are late pickups Impact (KPI, money...) Root Cause Analysis The hub manager of SMSA Assuit has been replaced with a new one impacting delay in assigning pick ups to DAs Action Plan (Action - Owner - ETA) Viewing the queue periodically to make sure that the high aging trackings are clearerd 85 PG CS Issue W49 Solved Outbound Servers were down (45,46) CS Description """The issue started at 4:00 PM till 12:00 AM ( EG time ), we spotted that agents were not able to hear the customers Also, we are not able to make any outbound calls with server 44 Mail sent to Voip team with subject: Outbound Servers down (45,46) Sent on VOIP group too """ Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 86 PG CXP Issue W49 12/11/2023 Ongoing Arabic return window display in english CXP Description When the customer app's language is Arabic and creating a return request the return window display in English both for android and IOS devices. However the issue got solved in Android after uninstall the app and install it again, but for IOS not solved. Impact (KPI, money...) Impact on App (Android & IOS) Root Cause Analysis Action Plan (Action - Owner - ETA) Ticket Raised #362891 87 PG CXP Updates & Highlights W49 12/12/2023 Solved New cairo impacted cities SLA reveret back CXP Description Since New Cairo fleet is in a good shape the E2E promise will be reverted back on 12/12/2023 Impact (KPI, money...) "New Administrative Capital New Cairo- New Cairo El-Diplomaseen New Cairo-1st Settlement New Cairo-3rd Settlement New Cairo-5th Settlement New Cairo-Arabella New Cairo-North 90,st New Cairo-North investors New Cairo-South 90,st New Cairo-South investors New Cairo-South of Police Academy" Root Cause Analysis Action Plan (Action - Owner - ETA) 88 PG CS Issue W49 12/11/2023 12/11/2023 Solved Sprinklr tool is down across all channels CS Description 5 minutes ago sprinklr tool is down across all channels ( CS - Jpay - VSC ) Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 89 PG JPay Issue W49 12/6/2023 12/6/2023 Solved Fawry Invalid Order Debited - JumiaMall JPay Description The Customer paid the order at Fawry POS, but the order was reflected as invalid on Jumia. Impact (KPI, money...) 23 order out of 59, List attached with data. Root Cause Analysis HC raised to check https://helpcenter.jumia.com/hc/en-gb/requests/361666 Action Plan (Action - Owner - ETA) """-JPAY OPS validates the invalid order debited from Fawry side. Done -Backoffice team call impacted customers to take refund methods then send data to Finance -Finance team will proceed the manual refund. List attached in mail """"Fawry Invalid Order Debited - JumiaMall"""""" " 90 PG JPay Issue W49 12/6/2023 12/6/2023 Solved Sohoula Payment Issue JPay Description "Sohoula was down on Dec 6, 12:56 PM and back again on Dec 6, 4:14 PM " Impact (KPI, money...) "Customers can't pay using Sohoula Payment method " Root Cause Analysis "Service was down from partner side. " Action Plan (Action - Owner - ETA) 91 PG JPay Updates & Highlights W49 4/12/2023 4/12/2023 Solved JumiaPay System was down JPay Description """JumiaPay system and checkout page was down on 4/12/2023 Outage duration 9 min from 2:31 untill 2:40 PM "" " Impact (KPI, money...) "There is no impact on customer level " Root Cause Analysis The issue's root was a reported Cloudflare outage involving alterations to their network topology and source subnets. These changes inadvertently triggered our security protocols that rely on pattern recognition and behavioral analysis, causing the system to alert our Cybersecurity team. In response, the team preemptively blocked what was perceived as malicious traffic.

	Action Plan (Action - Owner - ETA)				"https://helpcenter.jumia.com/hc/en-gb/requests/360155

" 92 PG JPay Updates & Highlights W49 5/12/2023 Solved QNB Installments JPay Description """Kindly note that we will be initiating the launch of QNB installments today, and the key terms and conditions are outlined below:

minimum transaction amount is EGP 500 6,9,12 months with Interest 2.08% 18,24 months with Interest 1.88% 30,36 months with Interest 1.72%""" Impact (KPI, money...) Root Cause Analysis Action Plan (Action - Owner - ETA) 93 PG VXP Issue W50 12/13/2023 Pending Lost compensation shortage VXP HC Ticket : https://helpcenter.jumia.com/hc/en-gb/requests/364350?page=1 Description The seller claims again that the refunded amount for the lost items is less than what should be refunded. Impact (KPI, money...) "The issue affected all vendors who tagged lost items Update:25 Dec 2023 Till now, due to total interactions: 13 vendors with 28k EGP ""HERE""" Root Cause Analysis "The compensation variance issue should have been solved since September, "" old HC Ticket "" But the issue happend again and now we're receiving claims for shortage in the compensation amount" Action Plan (Action - Owner - ETA) "- We reverse the variance of the lost amount under the ""Claims compensation credit"" transaction.

• HC Ticket raised and waiting for feedback" 95 PG CS Issue W50 12/13/2023 12/13/2023 Solved Orange Points redemption is down CS Description orange redemption is not working neither on the IOS devices nor the website, no impact and the duration was for 1 hour in the morning Impact (KPI, money...) we received 5 calls till now from customers asking about this Root Cause Analysis Points are redeemed with Orange through a redirection link from a third party"Premiere", neither Jumia nor Orange. What happened is that this link expired, and we are not supposed to face this problem for the next year because we are already about to renew, but if it happens, we can amend it as soon as possible. Action Plan (Action - Owner - ETA) Amr Talha: We removed all access point till we fix this issue , it will be done within 1 hour max 96 PG CS/ CXP Issue W50 12/13/2023 Solved Update on Delayed Shipment for EG Post CS Description """Update on Delayed Shipment for EG Post"" The delay was incurred due to unforeseen issues in the customs process and late freight. Issue solved starting Sunday XX dec 2023 [ only for JG orders]" Impact (KPI, money...) "https://docs.google.com/spreadsheets/d/1Q7A6i81IlaM1wbqiaWPj7dpWq9GfKeLC/edit#gid=345777957

""703 tracking numbers was impacted""" Root Cause Analysis The delay was incurred due to unforeseen issues in the customs process and late freight. Action Plan (Action - Owner - ETA) The shipment is scheduled to be delivered tomorrow at the warehouse. The delivery will be facilitated either by our in-house fleet or through our third-party logistics (3PL) partner by Sunday at the latest. 97 PG CS/ CXP Issue W50 12/13/2023 Solved Website was down on the checkout page & refusing to continue to the place order step. CS Description "The website & application was down & stuck on the checkout before the step of completing the order "" for 20 minutes"". " Impact (KPI, money...) "Customers were unable to place any order during this period , neither from their end nor from the CS Sales access. " Root Cause Analysis "The team informed us that this was related to a configuration and the way it was saved in the database. The issue was sorted out by saving the correct information." Action Plan (Action - Owner - ETA) SLA Ticket was raised to investigate of the root cause : https://jumiahelpcenter.zendesk.com/agent/tickets/364361 98 PG All Issue W51 12/21/2023 Solved Sync issue between assets tool and MDM Description """Please note that 450 account for Egypt got locked today morning due to this issue and they can't use ( google chat - google meets - google drive - Sprinklr ) 40 of these account are related to operations which impacted the SLA badly"" " Impact (KPI, money...) """17 CS Agents out of the 40 impacted and out of 65 total CS agents ( 27% ) 3 CS TL out of the 40 impacted and out of 6 total CS agents ( 50% ) 1 CS QA out of the 40 impacted and out of 1 total CS agents ( 100% ) 6 VSC Associates out of the 40 impacted and out of 14 total CS agents ( 43% ) 1 VSC TL out of the 40 impacted and out of 1 total CS agents ( 100% ) 3 VXPTL out of the 40 impacted and out of 6 total CS agents ( 50% ) 4 Jpay Agents out of the 40 impacted and out of 9 total CS agents ( 45% ) 1 Content out of the 40 impacted and out of 6 total CS agents ( 17% ) 3 Production out of the 40 impacted and out of 4 total CS agents ( 75% ) 1 BI out of the 40 impacted and out of 1 total BI ( 100% )"" "

i want to convert & organize the context data, to the incident report criteria, to assist you more, i will give you all the information you need about incident report meaning, purpose, criteria of the reportable incidents & also the process of how to report these incidents. Then then i will give you the structured g sheet needed

The Incident report information:

What is a reportable incident? A reportable incident is an unexpected event or occurrence who's impact may result in a significant and negative impact on Jumia's business operations, reportable financial statements, reputation and compliance.

What's the purpose of this control?

The purpose of this control is to make sure that these specific types of incidents are reported, classified, tracked and resolved in a timely manner, and that preventive measures are implemented to avoid incident recurrence.

How to report an incident?

The incident report should describe the incident as if it was being explained to someone not working at Jumia, providing details, explaining step by step the incident, the root cause and how it was solved, or what the mitigation plan is. The main information that it should include is:

Timeline of the event and related mitigation actions, including, but not restricted to, start and end date, resolution date, status update dates, ETAs, and main actions' dates; Countries impacted; Department, ventures, branches, businesses, systems, stakeholders, and operations impacted; Detailed description of the incident occurrence; Mitigation actions, both reactive and preventive; Status updates; Owner(s) of the incident (it must be one person if possible and not a full team); Level of the incident (low; medium, high); Impact type(s) (Financial, Reputational, Operational, Compliance, HR) Impact description; Impact quantification (it depends on the type of the incident, but it can be in LCY/USD, in terms of volumes of packages/orders, number of customers, vendors, transactions, posts/views/shares, etc.) Examples of incidents (non exhaustive) Any allegation by a competent regulatory authority of contravention of an applicable law or regulation; An inability to meet, or continue to meet a significant license condition; Charging clients for services that aren't provided; Misrepresentation of a products benefits or features; A breakdown of a key SOX control, system or process; A recurring event, or combination of events, that considered together indicate a systemic internal control failure; A breach of contractual arrangements (including client agreements, outsourced service providers, mandates, guidelines); Representative misconduct such as breaches of their Best Interest Duty; Appropriation of funds; Occurrences or alleged occurrences with mediatic exposure on media or social media negatively impacting Jumia's reputation; Unusual fraudulent/abusive behaviors bringing potential risks or actual negative impact to Jumia's platform and financials; Occurrences bringing new potential or actual threats to Jumia's cyber defense procedures leading to data breaches or performance decrease on Jumia's systems response; IT Partners' service failures and IT products' delivery-related incidents leading to material impact on disclosure, financial reporting or customer experience; Non routine tax investigations led by tax authorities. Ownership

The stakeholder in charge of the incidents' completeness for each central functional area / Opco should organize monthly touchpoints with the stakeholders in charge of reporting the incidents For Opco, Internal Controllers are the ones responsible to submit the incident report; For CI and SA, the CFO or the backup is expected to submit the report. @Abou Ouattara for CI and @Mehdi Soualem for SA For the main central functional areas, the responsible for the submission of the incident report is the functional leader; Local leaders are free to delegate to trusted members of their teams (confidentiality issue), but all departments should be represented. Submission process

The owner must send an email to the list of recipients below explicitly stating that the Incident Report is complete as soon as it is completed, listing all the new incidents and all the incidents with updates (making reference to the row numbers of the trackers) related to the reporting period: [email protected] [email protected] [email protected] [email protected] [email protected] Country CEOs for Opco Types of incidents that are not part of this control

This control should not include the following types of incidents, since those fall under the scope of other controls that Jumia has in place: Type Control Conflict of interest cases

Conflict of Interest Policy

Whistleblowing cases

ELC-02 Harassment cases

Harassment reporting process

Outstanding litigations

Outstanding litigations Tracker; FSC-21

Tax incidents involving UTP (uncertain tax positions)

C-TAX-9

the structured G sheet format needed

MONTH DATE COUNTRY TOPIC DESCRIPTION MITIGATION STEPS TARGET RESOLUTION DATE "RESOLUTION STATUTS" STATUS UPDATE DATE STATUS UPDATE ACTUAL RESOLUTION DATE OWNER LEVEL IMPACT 1 (if any other than Cyber Security)) IMPACT 2 (if any) IMPACT 3 (if any) INCLUDE IN FINAL REPORT? REVIEWED LEVEL CONTROL OWNER

please structure the report in g sheet with the below format

structured G sheet format needed

MONTH DATE COUNTRY TOPIC DESCRIPTION MITIGATION STEPS TARGET RESOLUTION DATE "RESOLUTION STATUTS" STATUS UPDATE DATE STATUS UPDATE ACTUAL RESOLUTION DATE OWNER LEVEL IMPACT 1 (if any other than Cyber Security)) IMPACT 2 (if any) IMPACT 3 (if any) INCLUDE IN FINAL REPORT? REVIEWED LEVEL CONTROL OWNER DECISION COMMENTS

Where is the G sheet?

yes please

please provide me with the structured g sheet needed

structured G sheet format needed

MONTH DATE COUNTRY TOPIC DESCRIPTION MITIGATION STEPS TARGET RESOLUTION DATE "RESOLUTION STATUTS" STATUS UPDATE DATE STATUS UPDATE ACTUAL RESOLUTION DATE OWNER LEVEL IMPACT 1 (if any other than Cyber Security)) IMPACT 2 (if any) IMPACT 3 (if any) INCLUDE IN FINAL REPORT? REVIEWED LEVEL CONTROL OWNER DECISION COMMENTS

give me example for that from your results