How to contact our Support Team?
If you have any questions or issues, you can always contact our Merchant Support Team:
➀ at merchant@joom.com
➁ or click on the button ↓ and ask your question in the chat. You can find this button in the lower right corner of your Joom account.
Please note:If you are contacted by our Merchant Support Team, we ask you to respond to them within 7 days. |
Don't hesitate to ask your questions, because our Merchant Support Team is always here to help you! 
Click here to learn more on complaint-handling system data
Merchant Terms of Service provide for the internal complaint-handling mechanism which may be used if you have any questions or complaints concerning the platform, its services, or other issues.
Below you can find how the internal support and complaint handling system has been operating for the period from July 2020 to October 2021.
This is the approximate average data that updates from time to time.
| 1. Number of questions, requests, proposals, and complaints filed via merchant support: | |
|
EU merchants: |
478 |
| All merchants (including EU): | 154118 |
| 2. Time for a response: | |
| EU merchants: | 47 min 21 sec |
| All merchants (including EU): | 1 hour 21 min |
| 3. Time for resolving issues and claims submitted via merchant support: | |
| EU merchants: | 9 hours 19 mins |
| All merchants (including EU): | 6 hours 18 mins |
Most frequent questions, proposals, or claims:
| 1. Chats with tag "Europe order information": an address for an order is not full; absence of contact information necessary for delivery/dispatch of the order. | |
| Number of chats with EU merchants on this topic: | 193. |
| 2. Chats with tag "Europe order management": how to proceed further with/dispatch an order; requests to proceed with refunds to customers (as per orders which are not delivered by merchants/which are returned to merchants). | |
| Number of chats with EU merchants on this topic: | 166. |
| 3. Chats with tag "Europe Joom Logistics": how to launch delivery via Joom Logistics; bugs with online fulfillment; availability of Joom Logistics for particular orders. | |
| Number of chats with EU merchants on this topic: | 58. |
| 4. Chats with tag "Europe product management": new products uploading; bugs with uploading of products; how to properly fill in the information in product cards (e.g., concerning different colors and sizes). | |
| Number of chats with EU merchants on this topic: | 47. |
| 5. Chats with tag "Europe invoice information": total invoice amounts; breakdown for orders paid; Joom's commission calculation method. | |
| Number of chats with EU merchants on this topic: | 42. |
Here you can find the examples of actions that will be made upon the issues notified by merchants via Merchant Support. These modifications will be applied to facilitate and improve the working experience on Joom:
- Uploading products issues: the template of the CSV file will be modified to make it more user-friendly and technically acceptable for merchants.
- Disputes over invoiced amounts: we'll make invoices more informative, so the predominant part of merchants' questions will be solved.
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