How to contact our Support Team?
If you have any questions or issues, you can always contact our Merchant Support Team:
â at merchant@joom.com
â or click on the button â 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! 
Â
â Complaint-handling system dataÂ
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 a specific 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: | |
|
EUÂ merchants |
478 |
| All merchants (including EU) | 154118 |
| 2. Time for a response: | |
| EUÂ merchants | 47 m 21 s |
| All merchants (including EU) | 1 h 21 m |
| 3. Time for resolving issues and claims submitted via merchant support: | |
| EUÂ merchants | 9 h 19 m |
| All merchants (including EU) | 6 h 18 m |
Â
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 EUÂ 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 EUÂ 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 EUÂ 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 EUÂ 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 EUÂ 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.
From 01.11.2021 to 31.10.2022
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+UA+TR+USÂ merchantsÂ
|
5688
|
|
CH merchants |
155117
|
|
KO+INÂ merchants
|
443 |
|
All merchants |
176448
|
| 2. Time for a response: | |
|
EU+UA+TR+USÂ merchants
|
56 m 38 s
|
| CH merchants |
1 h 26 m
|
|
KO+IN merchantsÂ
|
2 h 49 m
|
| All merchants |
1 h 26 m
|
| 3. Time for resolving issues and claims submitted via merchant support: | |
|
EU+UA+TR+USÂ merchants
|
10 h 14 m
|
| CH merchants |
8 h 23 m
|
| KO+IN merchants |
19 h 46 m
|
| All merchants |
8 h 11 m
|
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Most frequent questions, proposals, or claims:
EU + UA merchants
| Tags in chats | Number of chats | Questions from merchants |
used together in 1 chat
|
|
Request to cancel an order for various reasons. The main ones: 1. Product is out of stock; 2. Product was returned to the merchant due to: â Problems with the customerâs address; â Customer didnât pick up an order, the order went back to the merchant, and the merchant picked this order up. 3. Product wasn't delivered to the customer, and the merchant asked to return the payment to the customer; 4. Product was delivered with a defect that prevented it from being used. The merchant asked to return the money for the order to the customer. |
used together in 1 chat |
|
There is not enough data from a customer to send him an order: â Incomplete address; â No customer phone number provided. |
used together in 1 chat |
|
Communication with merchants regarding problematic orders for which customers contacted the Customer Support (non-delivery, defective products, and other cases).
|
used together in 1 chat |
|
1. Joom Logistics bugs â bugs during ordersâ fulfillment; 2. Questions about Joom Logistics. |
|
98 |
1. Product is being moderated for a long time; 2. Why was a product rejected? 3. Questions regarding the correctness of a product category. |
Â
TR merchantsÂ
| Tags in chats | Number of chats | Questions from merchants |
used together in 1 chat
or
used together in 1 chat |
Â
|
Requests from merchants to cancel orders for different reasons: â Product is out of stock; â Product cannot be sent for some reason; â Merchant asks to return money for the order to the customer, e.g., product arrived with a defect, not in a complete set, etc.). |
|
EU_potential_merchant |
132 |
1. Joom Logistics bugs â bugs during ordersâ fulfillment; 2. Questions about Joom Logistics. |
|
EU_Joom_Logistics |
101 |
Communication with merchants regarding problematic orders for which customers contacted the Customer Support (non-delivery, defective products, and other cases).
|
used together in 1 chat |
|
There is not enough data from a customer to send him an order: â Incomplete address; â No customer phone number provided. |
|
EU_account_issues |
70 |
1. Why is the account not active? 2. Problems with logging into your account, e.g., account activation link has expired; 3. Questions about the design of the account, e.g., requests to change the account name, clarification of whether it is possible to change the design of the account page. |
All merchants
| Tags in chats | Number of chats |
|
moderation_description
|
6707
|
|
payment_delay
|
6697
|
|
moderation_too_long
|
5636
|
|
moderation_image
|
4771
|
|
order_fulfillment_extend
|
4767 |
Â
Improvements based on the results of requests by origin:
TR merchants
There were many requests from potential merchants who wanted to know the status of their application to start selling on Joom, and get feedback. â We created special newsletters to potential merchants informing them about the refusal to work with them.
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