Here, we will consider a case when a product size didn’t match the one ordered.

What does Joom do?

① Joom checks whether a size chart is indicated in the correspondent product card:

• The size chart isn’t indicated.
• The size chart is indicated.

② Joom checks if a customer made the product measurements correctly:

• The measurements match the size chart.
• The measurements don’t match the size chart.

③ Joom contacts the merchant, sends him confirmations, and waits for his response within 5 working days:

1. The merchant confirms a mistake he made in the size chart. Then, 3 options are possible:

• Refund at the expense of the merchant.
• Partial refund in agreement with both sides.
• Replacement or repairing by the merchant in agreement with both sides.

2. There is no answer from the merchant within 5 working days → Joom makes a refund.
3. The merchant doesn’t confirm a mistake → Joom examines the customer’s purchase history, the merchant’s history, the product price, and makes a decision on its own → Then, 3 options are possible:

• Full or partial refund at the expense of the merchant.
• Refund at the expense of Joom. 
• No refund, and Joom informs the customer about the merchant’s decision.