Refund Policy
On Joom, the refund process is operated entirely by the platform, as customers believe this enables them to receive a fairer transaction. We have local operators in every region to handle problems that may occur with the refunds.
Valid reasons for refunds
Non-delivery |
Product quality | Other |
Refund period and rules
- A customer can request a refund within the customer guarantee period.
- A customer can request a refund due to a non-delivery reason within 15 days after the customer guarantee period if he or she has not received a product.
- A customer can request a refund after the customer guarantee period if he or she pays for returning a parcel.
- A customer can request a refund if a product costs more than $50 and is not trackable within 20 days.
- Joom may issue refunds at any time if we learn that a product's or order's shipping violated the platform rules. For example, providing misleading information about the product, selling IP-infringing or prohibited products, using fake or duplicate tracking numbers. In such cases, Joom can proceed with the refund without the buyer's prior request.
Refund process
We care about our merchants' rights; therefore, we handle refund situations with customers quite strictly. If a customer requests a refund, he or she first has to prove the existence of the problem. Depending on the seriousness of the issue, our operator decides how much to refund and whether to ask customers to return products.
If a customer expresses the wish to send a product back to a merchant due to bad quality, the product will be delivered to one of the warehouses in Europe or Hong Kong and disposed of there. The refund will be handled by the customer support team.
Refund procedure
Non-delivery refunds
If a customer requests a refund for this reason, we will first check the logistics information on the official sites of the destination country’s post office, logistics company, courier services, or track24.
If the logistics are traceable to the destination country post office or courier collection office and the consignee information is accurate, we will suggest that the customers go to the post office or the collection point. If the parcel information contains errors, or it is detained or destroyed by customs, or it has been returned to a merchant, Joom will issue a refund.
If a merchant believes that a customer described the unsuccessful arrival incorrectly, he or she can also provide the post office signature document to appeal.
The list of refund reasons due to the product's non-delivery includes:
Not delivered | According to the tracking information, a parcel was not delivered to a customer. |
Damaged | A parcel was damaged during shipping. |
Missing proof of delivery | According to the tracking information, a parcel was delivered, but a customer says that he has not received it, and there is no proof of delivery. |
Delivered to the wrong address | A parcel was delivered to the wrong address or the wrong person. |
Turned back by post office | A customer forgot about a parcel and has not received it or refused to receive it. So the parcel was sent back to the merchant. |
Incorrect consolidation | The consolidated parcel is missing some products or includes products ordered by other customers. |
Note: The non-delivery compensation amount for ordinary orders is calculated after deducting the discount amount; the non-delivery compensation amount of the calculation for bloggers' orders doesn’t deduct the influencer program amount.
Product quality refunds
If the problem prevents a product from working normally, we will give a customer a refund without requesting the product’s return or destruction.
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For orders below $20*, we don't provide merchants with proof from customers.
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For orders above $20*, Joom provides proof from customers upon the merchant's request.
*The sum refers to merchant revenue.
➡️ Click here to learn how to check the merchant revenue of an order.
- Go to the Orders page in the Merchant Panel.
- Click the order you wish to check.
- Check the amount in the Merchant revenue line.
As different regions have different laws, our refund policy also differs depending on the region. The customer guarantee period on the platform for most of the countries is 30 days. For Germany, it is 365 days; for Austria and Switzerland, it is 730 days; and for Sweden, it is 3 years.
When the platform guarantee period is over, Joom can still issue a refund within the guarantee period established by the legislation of a customer’s country. Also, Joom may let a customer contact the merchant directly.
Note: The platform places extra emphasis on the quality of products, and products with poor quality will be banned. If a fulfilled online order was refunded due to product quality, the shipping fee will be withdrawn from the merchant.
The list of refund reasons due to the product quality includes:
Bad quality |
A customer has received a poor quality product. |
Counterfeit |
A product turned out to be counterfeit. |
Different from images |
The product a customer received is different from the image on the product card. |
Empty package |
A customer has received an empty package. |
Misleading information |
A customer has received a product with unrealistic promises. For example, the customer received purple watermelon seeds. |
Wrong color |
The product's color that a customer received is different from what he or she ordered. |
Wrong product |
The product a customer has received is not what he or she ordered. |
Wrong size |
The product's size that a customer has received is different from what he ordered. |
Wrong quantity |
The product's quantity that a customer has received is different from what he ordered. |
Not as described |
A customer has received a product that is different from what is described in the product card. For example, the customer has received a t-shirt made of polyester, but the product description says it is made of cotton. Joom will disable products that do not match their descriptions and fake products. |
Package incomplete |
A parcel is missing some product components or instructions for the technically complex products. According to the European Union countries' laws, technically complex products must include the instructions, even if they are not stated on the product card. Please ensure that you indicate an accurate weight for your products to avoid any issues. |
Banned product |
A customer received the product that:
Or:
|
Banned by customs |
A parcel was returned by customs as suspected of being counterfeit, not complying with the requirements of the country of entry, etc. |
Note: Refunds due to the product quality have an impact on the Quality Refund Rate and Orders Over $10 Quality Refund Rate.
Other refunds
The list of other refund reasons includes:
Sent back to merchant |
A customer has received a product but decided to send it back to the merchant. |
Cancelled by customer |
A merchant didn't send a parcel on time. |
Turned back by the shipper |
A parcel was sent back to the merchant before reaching the destination point and the customer didn't receive it. |
Other |
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Refunds covered by Joom
You will not see the refund reason and the refunded order will not be marked as a refunded one in the invoices.
- Customer fraud;
- Paid by Joom.
How to check for refunded orders?
- Go to the Orders page in the Merchant Panel.
- Use the filters Status > Refunded or Refunded by Joom.
- Orders with the Refunded status are the ones that are covered by a merchant. To check the reason for a refund, open to the Orders details page by clicking order ID.
- Orders with the Refunded by Joom status are the ones that are covered by Joom.
3. Select the order and check the refund details.
Tips to prevent refunds from happening
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