Once you become a Joom merchant, you’re bound to a series of Joom rules. Here are some basic rules.
To have a merchant account and sell products on Joom you must be a legal entity. You can only have one account per legal entity. Duplicate accounts are prohibited and blocked due to the platform rule violation. Your merchant account may not be transferred to a third party free of charge or against payment, temporarily or permanently.
If your legal entity loses its legal status, for instance, as a result of liquidation, your merchant account will be blocked. Joom will not be able to settle payout with a non-existent entity. To avoid problems with an account, a merchant needs to inform Joom about their company's legal status changes beforehand.
When a merchant launches an account on the platform, they must undergo the KYC procedure and keep the company details in their KYC profile up-to-date. If a merchant changes their KYC information, they need to notify the platform ahead of time and adjust their KYC profile.
Merchants are required to fill out the compliance questionnaire. The questionnaire helps us ensure that merchants are aware of and fully informed about all necessary documents required for selling in the EU. The questionnaire can be filled out and submitted by users with the admin role.
“Restricted products” on Joom fall under three descriptions:
- Products that cannot be listed. The list of prohibited products includes: products that infringe on intellectual property rights; products that are deemed dangerous and whose use can lead to serious harm or death; products related to illegal activities; products that contain abusive content (content propagating drugs, violence, hate etc.).
- Products that can be listed with certain restrictions. The list of such products can be found here. It does not cover all restricted products. Contact the Merchant Support Team for details.
- Products that can be listed by a merchant with a Top store. The list of such products includes human hair wigs, flash cards, memory cards and glucose meters.
Every new and edited product undergoes a moderation process before being made available to customers. If a product does not comply with the Joom rules, it will be rejected. If the requirements for an approved product change, the product may have to undergo moderation again.
Merchants are required to fulfil and ship orders in the shortest possible time. If an order is not shipped within the required period, it’ll be cancelled automatically by our system, and a customer will receive a full refund. All orders should include valid tracking numbers.
Order fulfillment influences store performance. Stores with good performance have special privileges, while bad performers get penalties and receive fewer impressions.
There are two shipping options available: online shipping and offline shipping. If the country of destination is supported by Joom Logistics and your products meet the JL requirements, merchant must ship an order online. If an order cannot be shipped online, it is shipped offline.
The Joom take rate varies depending on the product's category, ranging from 5% to 15%. The exact take rate of a product can be found on the product page.
According to bank and other financial institution requirements, payouts are transferred to company accounts only, and the transfer of payouts to personal accounts is prohibited.
Joom settles payouts with merchants twice per month. However, the period of payout can take up to eight weeks. Joom can only pay merchants if the final amount exceeds 20 dollars without VAT, however a minimum payout amount can be increased.
The refund process is operated entirely by Joom. We have local operators in every region to handle problems that may occur with refunds.
Joom issues a refund in case of non-delivery, difficulties with product quality and other. We respect our merchants' rights, which is why we handle refund situations with customers carefully. All customers who request a refund must prove the existence of the problem.
It is prohibited to contact customers directly due to protection of the customer experience. It is also prohibited to engage in brushing, creating duplicate accounts, and other similar practices to adhere to the principle of fair competition.
Merchants who violate Joom's rules will face penalties, such as product removal or account blocking and other measures, depending on the severity of the violation.