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. 

A merchant is not allowed to have multiple accounts under the same legal entity on Joom. The duplicate accounts are prohibited on Joom. To learn more, please refer to the article: Platform Rule Violation and Penalty.

If the company with the Joom account registered at is at abnormal status, such as being liquidated or canceled, this company will lose its legal personality, and the related Joom account will be blocked. As a non-existing company, it cannot receive any payments from Joom.

That is why, to avoid problems with receiving the payouts, you must inform Joom about your company liquidation before it ceases to exist, in other words, while it is still functioning and is an existing legal entity. Please do it as soon as possible, preferably before the liquidation process begins. Please note, such cases are resolved individually after the merchant contacts Joom directly.

⚠️ Joom does not at any point require payouts 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.

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. To find out more, read the article KYC profile.

Prohibited activities

All merchants must follow the principle of fair competition. Therefore, merchants are prohibited from creating duplicate accounts, etc.

Merchants that violate Joom’s rules will be subjected to penalties, such as removal of products, temporary bans on accounts lasting from 3 days to 1 month, or permanent bans.  The penalty depends on the severity of the violation. To learn more, please visit the article Platform Rule Violation and Penalty.

Take-rate

The Joom take-rate depends on the category of the product, it is usually 5% or 15%. The specific take-rate can be found on the product page. To find out more, refer to the article Platform’s Take-Rate.

Payout rules

According to the bank and other financial institution-requirements, payouts may be transferred only to company accounts. Therefore, personal accounts are prohibited.

Joom transfers payouts to merchants two times per month (every 2 weeks).

Moderation 

Every new product and every edited product needs to go through the Joom moderation process before being available for Joom customers. Joom moderation validates product’s name, images, description, variations and other data. Products, that do not correspond with Joom rules get rejected.

The moderation process lasts for 2–3 days. Products previously approved may have to undergo moderation again if the requirements for products change.

Order fulfillment

Merchants must fulfill orders and ship them in the shortest time possible. 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. 

Your orders will be automatically canceled by the platform if they were nor fulfilled within 5 work-days

Contacting customers

Merchants cannot contact customers directly to protect the customer experience.

Refunds

Because it is impossible for merchants to contact customers directly on Joom’s platform, Joom handles the entire refund process.

Learn more in the article Refund Policy.