Platform Rule Violation and Penalty

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 behavior: 

⚠️ PLEASE NOTE: Different platform rule violations call for different penalties.

I. Account blocking

If your account gets blocked, you will see the red warning message on top of every page in your Joom account. The message includes the date your account was blocked and the date your account operations will get blocked as well.

II. Receiving a strike

Product Related Violation Behavior

🔴 GENERAL PENALTY: The product violating platform rule will get rejected and will no longer be sold on Joom. If a merchant violates product related rules several times, the merchant's store will receive a strike.

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. 

To learn more details, please refer to the article Products Prohibited on Joom. 

Joom maintains a zero-tolerance attitude towards selling counterfeits on the platform. 

To learn more details, please refer to the article What Is a Copyright Infringement?

Theft of images refers to unauthorized use of images or photos belonging to a third party. 

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.

Upon confirmation of the falsity of a product link and replacement of the product, the offending product will be removed.

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).

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 Behavior

🔴 GENERAL PENALTY: If a merchant violates price related rules, the merchant's store will receive a strike.

The unreasonably high price refers to a product priced over 20% (this percentage may differ) higher than the market price with no apparent reason. We urge merchants to check their listings and reduce the unreasonably high prices.

We also check the prices set by the merchant for the offline shipping. If we find the pricing unreasonably hight, Joom will give appropriate penalty.

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 Behavior

🔴 GENERAL PENALTY: If a merchant violates logistics related rules, the merchant's store will receive a strike.

Merchants must not create and use their own labels for orders shipped via Joom Logistics (JL), as the chances returns and refunds increase. 

False logistics information:

1. A merchant provides the same tracking number for orders from different customers;
2. 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);
3. A merchant ships empty packages.

Joom has the right to cancel the orders without consulting the merchant.

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.

⚠️ 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 Behavior

🔴 GENERAL PENALTY: Joom will give appropriate penalty to merchants according to the severity of the violation.

A merchant is not allowed to have multiple accounts under the same legal entity on Joom.

If a merchant creates multiple accounts under different legal entities, such accounts are considered to be related accounts. Merchants can only create related accounts with Joom approval.

Related accounts with duplicate product assortment are duplicate accounts. Duplicate accounts are prohibited on Joom since they are considered as an unfair competition behavior.

🔴 PENALTY: Joom reserves the right to block all the related accounts once we find a connection between accounts that the merchant has not prior reported.

How to get Joom approval for related accounts?

1. You can request the approval by contacting our Merchant Support team and providing the following information:
   • The reason of creating the related accounts;
   • New account login email and merchant name on Joom;
   • Specify how the accounts are related.
2. Please note, do not use related accounts to duplicate the product assortment. Duplicate accounts—accounts with duplicate product assortment, lead to unfair competition and affects user experience. If such violations are detected, all the related accounts will be blocked.
3. Do not use related accounts to violate other platform policies and rules. If violations are detected, all the related accounts will be blocked.

What accounts can be considered related?

• Accounts owned by affiliated companies. Affiliated companies are the companies that influence each other's activities or conduct business activities together. They include, but not limited to:
  • subsidiary or parent companies;
  • companies belonging to one group of companies;
  • branches of the same company.
• Accounts managed by one person or a team.
• Accounts owned by companies with a common director.
• Accounts owned by relatives.
• Accounts owned by companies with common investors.

"Brushing" refers to merchants ordering their own products and leaving fake positive comments to improve their ratings and number of orders. 

🔴 PENALTY: If any case of brushing is detected, Joom has the right to deactivate the merchant's account without prior notice.

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.). 

🔴 PENALTY: If a merchant contacts buyers privately, the merchant's store will receive a strike.

Joom platform evaluates how well your store performs every day. If during the evaluation period we conclude that the store’s performance is consistently unsustainable, the store will face risks of being blocked. 

🔴 PENALTY: Joom blocks the stores according to the certain algorithm. For more details on store's getting blocked due to poor performance, please refer to the article Store Performance System.

👉 For more detail about Joom Platform Rules, please refer to our ▶️Live Stream replay about Platform Rules.