Here, we will consider a case when a product has been damaged by a logistics provider, and a customer contacted our Support Team.

What does Joom do?

Joom asks a customer to confirm it and examines the purchase history.

If a customer agrees to provide the confirmation:

Joom contacts a merchant, sends him a confirmation, and waits for the answer within 5 working days.

Then, 3 options are possible:

1. Merchant agrees with the product damage, and confirms the refund at his expense → 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. Merchants can apply for compensation to the logistics provider.

2. There is no answer within 5 working days → Joom makes a refund.
3. Merchant disagrees with the product damage and 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, Joom informs the customer about the merchant’s decision.

If a customer refuses to provide the confirmation:

Joom asks a customer to contact the merchant by himself.