Account Requirements

• According to the Terms of Service, merchants must be legal entities to operate on Joom.

• It is prohibited for merchants to sell or transfer Joom Merchant accounts and usernames to other parties.

• Having multiple accounts under the same legal entity on Joom is not allowed. Duplicating accounts is prohibited.

• If the company registered with the Joom account is in an abnormal status, such as undergoing liquidation or cancellation, the company will lose its legal standing, resulting in the related Joom account being blocked. As a non-existent company, it cannot receive any payments from Joom. To prevent issues with receiving payouts, it is essential to inform Joom about your company's liquidation while it is still operational and a valid legal entity. Please do it as soon as possible, preferably before the liquidation process begins. These cases are resolved individually after the merchant directly contacts Joom.

If you have any questions, feel free to contact our Merchant Support Team at merchant@joom.com or through the 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 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".

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, check out the article "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).

To find out more, check out the article "Payout Rules".

Payout Delay

The period of payout delay is 2 weeks. 

To find out more, check out the article "Payout Rules".

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 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".

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 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 merchant@joom.com. 

Contacting Customers

Merchants cannot contact customers directly so as 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".

Merchant Support Team 

If you are contacted by our Merchant Support Team, we ask you to respond to them within 7 days.