Blog
Notes from the support desk.
What we learn building a helpdesk for marketplace sellers: reply deadlines, carriers, languages, refunds, and the small rules that keep a marketplace account healthy.
Miross is on the iPhone. Android is next.
The Miross app is on the App Store: your support queue, Mike, and returns received by scanning the parcel at the warehouse desk. Android follows soon.
Read →What to demand from a helpdesk that holds your marketplace API keys
A Mirakl API key can read every order and issue every refund. A Sendcloud key can print labels on your account. Handing those to a support tool is a bigger decision than most sellers treat it as. Ten questions, and the answers you should insist on.
Bold, emoji, links: what each channel actually renders
The same reply lands in WhatsApp, a Mirakl marketplace, an Amazon thread and an email inbox, and looks different in each. A short field guide to what survives, what gets stripped, and what gets you a policy warning.
Marketplace support is not e-commerce support
Three parties in every thread, a clock you don't control, and customers who write in languages you don't speak. Why the tools built for a Shopify inbox break the moment you sell on Amazon and a handful of European marketplaces.
Refunds on Mirakl marketplaces: what actually happens when you click
A refund on Leroy Merlin, Carrefour or MediaMarkt is not a reply. It is an action on the marketplace, per order line, with a reason code, visible to the operator and impossible to undo. What to check before it, and why the click should stay human.
The 24-hour rule, and what it does to your weekend
Amazon counts your response time on Saturday night. Mirakl operators publish it to you as a quality figure. How the clocks actually work, why 'newest first' loses, and a small routine that keeps every marketplace green without working weekends.
“Where is my order?” The only good answer is the carrier's
It is the most common support question there is, and the easiest to answer badly. What a good reply contains, where each fact has to come from, and why an AI must never be the one who says where a parcel is.
Translating support replies safely: what must never change
Selling across Europe means answering in languages you don't speak. Machine translation makes that possible, and it fails in ways that general translation never has to worry about. The checks we run before a translated reply can leave, and why.
One inbox, five marketplaces, one person: an operating rhythm
Most marketplace sellers do support with one person, part-time, between everything else. A working routine for that person: what to sort by, what to automate, what to write by hand, and what to measure at the end of the week.
Amazon buyer messages when there is no inbox API
Amazon's Buyer-Seller Messaging is email underneath. That is why it can be relayed into a shared support inbox, what the relay must do to keep replies inside Amazon's rules, and where the approach stops.