Basic Platform Rules

Account Requirement

According to the Terms of Service a merchant must be a legal entity in order to work on Joom. Merchants are prohibited from selling or transferring Joom Merchant accounts and usernames to another party. 

Each merchant is allowed to open only one account on Joom, but each account may have multiple stores opened for different products. To find out more, read the article What is a Store?.

Please note that affiliated accounts are prohibited on Joom.

KYC

Each Joom merchant must undergo the KYC procedure when first activating account on the platform and keep the company information in the KYC profile up to date. In case the information changes the merchant must proactively notify the platform in advance about the changes and make the appropriate adjustments to their KYC profile. Please refer to the article KYC Profile to learn more details.

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 days to one 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 Take-rate of the Platform.

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. Some merchants' payment period are longer, another's' payment period are shorter. 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.

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. 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.