Each registered company may only open one account, but each account may have multiple stores for different product specializations.
According to the Terms of Service, a merchant must be a legal entity to work on Joom. Merchants are prohibited from selling or transferring Joom Merchant accounts and usernames to another party. Each merchant is allowed to open only one account on Joom. Affiliated accounts are prohibited, but each account may have multiple stores opened for different products. To find out more, read the article Create a Store.
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 and Penalties
All merchants must follow the principle of fair competition. 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.
Therefore merchants can be subjected to penalties for the following reasons:
- creating duplicate accounts;
- creating duplicate products;
- bad performance metrics;
- lack of tracking numbers for parcels more expensive than €10.
The penalty depends on the severity of the violation. To learn more, please refer to the article “Prohibited activities".
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, check out the article "Take Rate".
According to the bank and other financial institution-requirements, payments may be transferred only to company accounts. Therefore personal accounts are prohibited.
Joom transfers payments to merchants two times per month (every 2 weeks).
To find out more, check out the article "Payment Rules".
The period of payment delay is 2 weeks.
More information about payment rules can be found in the article “How to check Payment details?”.
Every new product and every edited product needs to go through the Joom moderation process before being available for Joom customers. Joom moderation validates the product’s name, images, description, variations, and other data. Products, that do not correspond with Joom rules get rejected.
The moderation process lasts about 2 days.
Products previously approved may have to undergo moderation again if the requirements for products change.
To find out more, check out the article "Product Moderation".
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 not fulfilled within 5 work-days.
If you want to add a new logistics company to the list, you need to contact Joom's Merchant Service Team at firstname.lastname@example.org.
Merchants cannot contact customers directly so as to protect the customer experience.
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".
Merchant Support Team
If you are contacted by our Merchant Support Team, we ask you to respond to them within 7 days.