Account Requirement
Each registered company may open only one account; but each account may have multiple stores opened for different products. To find out more, read the article “What is a store?”
Prohibited Activities
All merchants must follow the principle of fair competition. This means merchants are prohibited from brushing, creating duplicate accounts, etc.
Merchants that violate Joom’s rules will be subject to penalties, such as removal of products, temporary bans on accounts lasting three (3) days to one (1) month, or permanent bans, depending on the severity of the violation. To find out more, please visit the article “Platform Rule Violation and Penalty.”
Take-rate
The take-rate on Joom depends on the category of the product, usually 5% or 15%. In any case, the specific take-rate of any product can be found on the product page. To find out more, check out the article “Platform’s Take-Rate.”
Payment Rules
According to bank and other financial institution requirements, payments may be transferred only to company accounts. In other words, personal accounts are prohibited.
Joom transfers payments to merchants two times per month.
Payment Delay
The period of payment delay depends on merchant performance (two weeks minimum).
More information about payment rules can be found in the article “Invoices and Payment”.
Moderation
Every new product and every edited product needs to go through Joom moderation process before being available to Joom customers. Joom moderation validates product’s name, images, description, variations and other data. Products, that does not correspond with Joom rules get rejected.
Products previously approved may have to undergo moderation again if requirements for products change.
Order Fulfillment
Merchants must fulfill orders and ship them in the shortest possible time. Orders will be automatically canceled and refunded if they are not shipped within the period required by the platform. All orders should include valid tracking numbers.
For merchants in France, Russia, and Turkey:
Merchants must choose a logistics carrier from the list of accepted shippers on Joom. If a merchant wants to add a new logistics company to the list, he needs to contact Joom's Customer Service Team at merchant@joom.com.
For merchants in China:
The following must be selected:
- Shipping method (online, offline);
- Shipping level (Non-registered Mail, Simplified Registered Mail, Registered Mail);
- Shipping provider based on order amount, delivery destination, etc.
In addition, some products must be shipped via Joom Logistics. Please note that Joom Logistics has separate fulfillment requirements. For more details, read the article “Online Shipping Policy.”
The following must also be noted:
- The distribution channel must be selected only from Joom’s list of shipping providers , which is updated in real time. If a merchant wants to add a new logistics company to the list, he needs to contact Joom's Customer Service Team at merchant@joom.com.
- All requirements for order tracking must be met.
Contacting Customers
Merchants cannot contact customers directly on the platform. No plan to enable direct communication with customers is scheduled for the future. In this way, customer experience is protected, and customers can shop online with ease and comfort.
Refunds
Because it is impossible for merchants to contact customers directly on Joom’s platform, Joom handles the refund process entirely.
The policy on refunds depends on the region. Find out more in the article “Refund Policy.”