On Joom, a newly generated order has a 2-hour protection period and client can cancel the order during this period. After 2 hours, the order will get the "approved" status and you must fulfill the order within 8 calendar days. Orders failed to be fulfilled in time will be cancelled and refunded.
About order fulfillment
On Joom, you can fulfill orders via merchant panel, CSV file and ERP system. For more details, please refer to the article Fulfillment Requirements.
About order consolidating and separation
If a customer places several orders and you want to send those orders in one parcel, you can consolidate those orders. Please note, online orders can be consolidate with online orders only, offline orders can be consolidated with offline orders only. Online orders cannot be consolidated with offline orders. For more details please refer to the article How to Consolidate Orders?.
If one order contains oversized or overweight products and you are not able to send all those products in a single parcel, you can separate the order.
- It is prohibited to separate online orders;
- In case of a single offline order sent separately, you cannot use online and offline shipping channels simultaneously;
- If you sent one order separately, you must update one tracking number by yourself, and inform Joom support team to update the additional tracking numbers manually, otherwise client may think you didn’t send all products and request a refund.
For more details please refer to the article How to Separate Orders?.
About order shipment
Joom has requirements for order fulfillment and order tracking, merchants should meet those requirements. You must fulfill online orders with online shipping channels. For orders that can’t be fulfilled online due to problems related with destination, product dangerous type, size and weight, you can use other accepted shipping providers for order fulfillment.
If you work with Joom using ERP system, in order 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 while fulfilling your order in the Merchant Panel (open the order's page in the Merchant Panel → select your order → click on the Ship Offline button → choose the shipping providers accepted by Joom).