1. Sales cycle & responsibilities

Sales Cycle & Responsibilities

Wenn Sie sich an diese zusätzlichen Richtlinien halten und einen hervorragenden Kundenservice bieten, können Sie sich einen guten Ruf als vertrauenswürdiger Verkäufer bei MediaMarkt aufbauen. Denken Sie daran: Zufriedene Kunden kommen eher wieder und empfehlen Ihre Produkte weiter und tragen so zum Gesamterfolg unseres Marktplatzes bei.

Sales Cycle

What are the responsibilities?

Order Workflow & Status

This information reflects a basic overview. For a detailed overview for programming purposes, please contact our team or review the API Ressources.
The fraud check is carried out by the marketplace before order acceptance.

Sales Cycle

What happens from the time the customer makes the purchase until he receives it?

Our Software Partner Team

All actions and updates can be performed automatically using the SellerAPI. Our Software Partner team ([email protected]) will be happy to provide you with support.

Seller's Responsibilities

What are your responsibilities and duties in the Marketplace?

Verantwortlichkeiten und Pflichten des Verkäufers

Kundenbetreuung

Der Kundenservice ist für den Erfolg unseres Marktplatzes von grundlegender Bedeutung. Daher wird von allen Verkäufern erwartet, dass sie unseren Kunden höflich und professionell antworten. Als Verkäufer sind Sie für die Bearbeitung aller Kundenanfragen, Beschwerden und damit verbundenen Probleme, die sich aus dem Marktplatz ergeben, verantwortlich. Wenn sich ein Marketplace-Kunde an uns wendet, werden wir ihn an Sie weiterleiten, da er seinen Kauf in Ihrem Geschäft getätigt hat. Um den Kunden die Kontaktaufnahme mit Ihnen zu erleichtern, geben Sie bitte Ihre Kontaktdaten auf Ihrer Verkäufer-Landingpage an. Vergessen Sie nicht, einen funktionierenden telefonischen Kundendienst und eine E-Mail in der für den Kaufort verwendeten Sprache bereitzuhalten, um eine effektive Kommunikation mit Ihren Kunden zu gewährleisten.

Versenden von Einkaufsrechnungen

Um das Vertrauen unserer Kunden zu stärken und die Zahl der Anfragen und Beschwerden zu verringern, muss der Verkäufer dem Kunden die Kaufrechnung zusenden. Auch die Bereitstellung von Informationen über den Auftragsstatus, wie z. B. Versandverfolgung, Verzögerungen, Stornierungen usw., ist von entscheidender Bedeutung.

Responsible for each process

Stock and price updates

See our guide on creating and updating offers.

Whether you are creating a new listing or updating an existing one, you, the seller, are responsible for the accuracy of the information when you add an offer. Check your product catalogue before publishing!

Sending purchase invoices

It is mandatory that as a Seller you send the purchase invoice to all customers.
When doing so, remember to take the data that the customer has provided for the invoice and do not take the shipping data by default, as they may be different.
This will save you contacts and customer complaints and will prevent you from having to redo the invoice. It will also contribute to customer satisfaction and make them more likely to buy again.

Customer care

Customer service is fundamental to the success of our Marketplace. Therefore, all Sellers are expected to provide friendly and professional responses to our customers.

As a Seller, you are solely responsible for handling all customer queries, complaints and problems.

How will our customers contact you?

Unlike other platforms, Marketplace customers will contact you directly at the telephone number or email address you have provided in the ‘Customer service email address’ and ‘Customer service telephone number’ sections in Mirakl. For this reason, the contact will not be recorded on the platform.

If a customer has contacted you directly via email/phone, we recommend that you open a new conversation with the customer within Mirakl in order to ensure a smooth communication and that all conversations are recorded on the platform. This way, when the client receives the message sent from the platform, he/she will be able to reply to it from his/her email and the conversation will be recorded within Mirakl. Once this happens, the entire conversation will remain within the platform.

MediaMarkt does not offer Customer Service for the Marketplace, so in the event that a customer contacts us by any other means, the Operator will inform you by message through Mirakl so that you can contact the customer and do the corresponding customer service work.

Remember that you must provide a telephone and written customer service in Spanish for all our customers.

Preparation and dispatch

Shipping settings

Select which countries you can ship to and their corresponding shipping costs.

Shipping options:

Shipping and handling time:
You can configure the preparation times at 2 different levels:

Default settings for all your orders
Configuration by offer

In case you do not offer free shipping, you can select the shipping method used for your orders and set the shipping price there.

At the moment only the Standard shipping method (1-3 working days) is available.

Carriers:

Here you can configure the frequent carriers you will use for your shipments. If you add a carrier from the list to your profile, it will appear in the backoffice and you will only have to select it and add the tracking number for each shipment.

Company calendar:

At the moment it is not possible to configure your calendar, so you have to calculate the shipping times based on the preset configuration.

Important information

The delivery promise you make to the customer and reported on the website is the sum of the delivery preparation time + delivery method.

It is very important that, in order to provide realistic information and thus fulfil the delivery promise, you make an accurate calculation of the preparation time you need.

Keep in mind that not fulfilling the delivery promise can lead to customer complaints, incidents on the platform and the consequent closure of the shop.

Quality of service is our cornerstone and we take it very seriously at the Marketplace.