About account

To guarantee the financial security and protect fair competition in our marketplace, only merchants who passed the KYC Profile will be able to use the Joom platform. Besides, one registered company may open only one account in Joom. If Joom finds out that a company holds several Joom accounts, Joom will disable those accounts. In case you offer completely different products that cannot be put together, you are able to open multiple stores for different products within one Joom account.  

⚠️ Joom does not at any point require payments from merchants for platform operations, such as account registration, KYC review, documents upload, product moderation, promotional activities, etc. Please beware of scammers pretending to be Joom managers and demanding payment from your side.

👉 You can always contact our Merchant support team at merchant@joom.com or via chat window in the Merchant Panel.

About certificates

Certificates are one of the category-specific requirements. Some countries require specific certificates in order to be able to sell your products on their territory. Joom also requires you to provide German VAT Certificate if you ship your products to Germany. Please refer to the section Certificate Requirements on Joom to learn more details.

About trademark protection

Joom offers the intellectual property right protection. Copyright infringement is strictly forbidden on Joom, merchants who violate trademark rights will be punished accordingly. Please refer to the article Penalty for Trademark Violation (Counterfeiting) to learn more details.

If you believe someone is infringing your trademark, please report at ipr@joom.com.  Joom will handle your complains in 10 working days and will apply the appropriate penalties to infringers. To learn more details, please refer to the article How to Report the Infringement of Trademark?. 

If you are trademark owner or authorised user, please verify your trademark on Joom. If you are not sure about your trademark authorisation type, please read the article Trademark Owner, Distributor or Reseller: Who Am I? 

About product 

Joom has certain requirements for products uploaded by merchants. Products uploaded and edited will have to pass the product moderation process. Products that do not meet the requirements will be rejected by Joom.  

Products such as alcohol, animal and weapon are products prohibited on Joom; the platform has restrictions for certain products, such as laser products, medicine, products for illegal use etc. For more details please check the section Restricted Products on Joom. 

About order 

Merchant should fullfill orders in shortest period possible according to order fulfillment requirements. Orders that not fulfilled in 8 days will be canceled and refunded automatically. 

About logistics 

Merchant should choose delivery class and delivery channel based on the order price and order destination. For Joom Logistics orders, merchant must fulfill with Joom Logistics. For other orders, merchant should choose from Joom accepted shipping providers for product delivery.

• If you work with Joom using ERP system, to get the list of acceptable shipping providers, please refer to https://merchant.joom.com/docs/api/v3/operations/shippers.

• If you don't work with Joom using ERP system, you can check the available shipping providers here.

If you want to add a shipping provider into the accepted shipping provider list, please contact merchant support merchant@joom.com. 

Besides, merchant should meet the order tracking requirements when shipping an order. 

About payout

Joom will only cooperate with companies. Merchant should provide company Payoneer account to receive payout from Joom. For more information, please read the article New Invoices on Joom.

The payout period is decided by the store performance. The shortest payout period is two weeks.  

About refund 

Joom will accept refund requests with the following reasons: non-delivery, incomplete package, product description mismatch and problems with quality. When client made a refund request, platform support team will intervene to analysis of the case and make the decision. In certain cases, merchant can appeal against the decision with evidence. For more details please read the article Refund Policy. 

About platform rule violation 

Joom operates under the principle of fair competition. Merchant should not take part in malicious behaviour such as price fraud, trademark violation, brushing, sale of prohibited products. Merchant who violates rules will be punished accordingly. For more details please read the article Platform Rule Violation and Penalty.  

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