A “CKO Joom” charge on your bank or card statement is a payment processed by Checkout.com (which uses the billing descriptor prefix “CKO”) on behalf of Joom, a cross-border online marketplace. If you see it, the charge almost always traces back to an order — or an attempted order — placed through the Joom app or website. The money goes to SIA Joom in Riga, Latvia, or to Joom USA Inc. in Carlsbad, California, depending on where the buyer is located.1Joom. Terms and Conditions Under Joom’s terms, the platform handles payments, chargebacks, and refunds as the seller’s agent.2Joom. Terms and Conditions
Check Whether the Charge Is Yours
Before treating it as fraud, open the Joom app or site and look at your order history. Search your email (including spam) for a Joom confirmation. Ask anyone who shares your card. If nothing matches, the charge could still be a temporary pre-authorization that never turned into an order; Joom addresses that scenario in a dedicated help-center article, “I got charged, but there’s no order. What should I do?” in the Payment section.3Joom. FAQ – Payment
How to Get a Refund From Joom
Refunds are requested from “My orders” in the Joom app or website. Which button you use depends on the reason:2Joom. Terms and Conditions
- Order placed by mistake: within two hours of purchase, open the order and tap “Order cancelation.”
- Item is defective or not as described: open the order and tap “Product related issues.”
- Item never arrived: once 75 days have passed since the purchase (or another period specified for your order), open it and tap “No” on the delivery-confirmation prompt.
- Change of mind: within 14 days of receiving the item, tap “Product related issues.” The product must be unused, in original condition, and resaleable as new.
Refunds return to the original payment method, usually in two to three business days, and Joom aims to resolve valid claims within 14 days. If a return shipment is required, message support first to confirm the return address; sending an item back on your own can void the refund. Joom does not pay for return shipping. Unsealed hygiene products, personalized goods, and digital content are non-returnable unless defective.2Joom. Terms and Conditions
Contacting Joom Support
If the self-service flow doesn’t fit your situation, you can reach Joom by email at support@joom.com, through joom.com/faq under “Support” then “Other question,” or through in-app chat by opening Profile, tapping “Help Centre,” and then the message icon in the top-right corner.4Apple App Store. Joom App Reviews
Disputing the Charge With Your Bank
If Joom won’t resolve it, or the charge is genuinely unauthorized, take it to your card issuer or bank. The protections depend on the card type.
Credit Card Charges
The Fair Credit Billing Act lets you dispute billing errors in writing. Your letter has to reach the issuer’s billing inquiry address within 60 days of the statement date on which the charge first appeared. Include your name, account number, and a description of the error, with copies of any supporting documents. The issuer must acknowledge the complaint within 30 days and resolve it within 90 days. You can withhold payment on the disputed amount during the investigation, and the issuer cannot report you as delinquent on it. Liability for unauthorized credit card charges is capped by federal law at $50.5Federal Trade Commission. Using Credit Cards and Disputing Charges
Debit Card Charges
Debit card timelines are tighter. The FDIC recommends calling the bank as soon as you spot the transaction. Reporting a lost or stolen card within two business days caps your liability at $50; waiting longer can push it to $500. If an unauthorized charge shows up on a statement and you don’t report it within 60 days, you can be on the hook for the full amount of any further fraudulent transactions.6FDIC. What Should I Do if I Have Unauthorized Charges on My Debit Card Follow up your phone call in writing with your account number, the date you discovered the issue, and when you reported it. The bank will usually freeze the card and issue a new one, so update any autopay services tied to the old number.7U.S. News & World Report. How Do Banks Handle Unauthorized Transactions