Joom follows the rules of fair competition and cares about customer experience. Therefore, we are hard on merchants that violate rules of our platform and employ unfair methods to gain profits.
Types of violating behaviour:
|Product related violation behaviour||Price related violation behaviour|
|Logistics related violation behaviour||Other violation behaviour|
Product related violation behaviours
|Selling Prohibited Products|
Joom bans merchants from selling alcohol, drugs, tobacco, weaponry, etc. on the platform. We do not allow merchants to use content that is violent, pornographic or offensive in any way. Learn more on "products prohibited on Joom". The platform reserves the right to disable offending products.
Joom maintains a zero-tolerance attitude towards selling counterfeits on its platform. If, within one week, a merchant has one or more products that have been removed or rejected because of brand counterfeiting, the merchant will be punished. Penalty increases, accordingly. Learn more on "What Is a Copyright Infringement? "
Duplicated products cannot be uploaded, even to different stores under a single account. Products should differ significantly from one another in image, name, description, price, etc.
|False Product Links|
Upon confirmation of the falsity of a product link and replacement of the product, the offending product will be removed, and the merchant's account will be banned if the merchant repeatedly violates this rule.
Example: the product link initially leads to a towel (for a lower price). Then the merchant changes the product body of the link to a dress (sold for a higher price).
|Unrelated Product Variations|
Joom strongly prohibits placing together products from different categories. Each URL must refer to one type of product only. So, if a product is a suit, you would not be able to split it up into its top and bottom, then sell them separately as different variations.
Price related violation behaviour
The platform reserves the right to disable products with unreasonably high prices over 20% higher than the market price with no apparent reason.
If prices across variants of multi-attribute products differ by over 10% for no apparent reason the product will be withdrawn or rejected during moderation. For any price difference in product variations, a reasonable explanation must exist, such as different functionalities (e.g. electronic devices) and different sizes (e.g. blankets may vary in size). For products belonging to categories "clothing" and "footwear," price mismatch among different sizes is prohibited.
Logistics related violation behaviour
|Merchant-Generated Joom Logistics Labels|
Joom must not create and use their own labels for orders shipped via Joom Logistics (JL), as the chances returns and refunds increase. Merchants that violate this rule will face a ban on their account lasting for seven (7) days.
|False Logistics Information|
False logistics information:
- A merchant provides the same tracking number for orders from different customers;
- A merchant provides incorrect tracking number to a customer (e.g. the customer is in Europe, but the tracking number given refers to a product being shipped to South Africa);
- A merchant ships empty packages.
Joom has the right to cancel the orders without consulting the merchant.
|Unrelated Items In Packages|
Please pay attention to the integrity of products and accessories when shipping.
Unrelated items must not be included in the package:
- cards with other online or offline store information and any personal information;
- store discount coupons, cash back coupons, or VIP cards, etc.;
- cards or paper strips requesting customers to rate the merchant five stars.
If this rule is violated the merchant account will be banned for 1, 3, or 7 days.
Please note: Joom does allow merchants to include"Thank you" cards with the merchant's Joom store name or link; greeting cards, bookmarks, or stickers with good wishes (such as "Have a nice day!"); reasonable, small gifts or souvenirs, such as refrigerator stickers, key chains, etc.
Other violation behaviour
|Use of Duplicated/Related Accounts|
Each merchant can have only one (1) account on the platform, but some merchants possess multiple accounts. Joom reserves a right to ban all duplicated and/or related accounts (the accounts with fewer sales or subsequent registrations) once such behaviour is discovered.
|Repeated Verification of AliExpress Stores|
One AliExpress store can be verified only once during the open registration. All accounts involved in repeated verification will get an appropriate penalty：
- The first account that verified the corresponding store on Joom - will be disabled for one (1) week;
- Not the first account(s) that verified the corresponding store on Joom - will be disabled permanently;
- Not the first account(s) that verified the corresponding store on Joom and account(s) not yet activated - will be disabled permanently.
"Brushing" refers to merchants ordering their own products and leaving positive comments to improve their ratings and number of orders. If any case of brushing is detected, Joom has the right to deactivate the merchant's account without prior notice.
|Theft of Images|
Theft of images refers to unauthorized use of images or photos belonging to a third party.
Joom will give appropriate penalty to merchants according to the severity of the violation ( such as disable the product, pessimize or block the account).
|Contacting Buyers Privately|
In order to ensure efficient communication, service quality, and user experience, Joom has special customer service representatives qualified in the relevant local language, who are responsible for the communications between merchants and customers. It is prohibited for a merchant to contact customers privately via phone, email address, or social media (such as WhatsApp, Telegram, Viber, VK, etc.). Merchants that violate the above mentioned rules will be blocked.
|High Cancellation Rate|
Joom system automatically blocks the products with a high cancellation rate. Such products will carry a red warning diagnostics message: "Product has high cancel rate" . If during the evaluation period the cancellation rate is too high, merchant's account will face risks of being pessimized, blocked etc.
- General Merchant:
Cancelled orders: 60/3000
Cancellation Rate is 2%
Cancelled orders amount per week is more than 20
Result: merchant won't receive a penalty.
- New Merchant:
Cancelled orders: 75/250
Cancellation Rate is 30%
Cancelled orders amount per week is more than 20
Result: merchant's account will be blocked for two (2) weeks.