Marketplace guidebook

V3VA 09/15/2021
 Quick access to an information
The following pages will allow you a quick access to the information you want by clicking on the keywords.

You can also chose to read the full guidebook starting page 10
 Presentation of the integration process

Catalog
Création of Configuration
Mangopay création Your shop
your Mirakl of the logistic
validation and goes live
Shop grid
publication

You can do those steps in the order of your choice. However, the shop won’t be online until all of them are fully done
 Creating and publishing the catalog
Here are the different methods to
create or update your catalog. We
invite you to click on the option you
By form By file
wish to know more about.

By import By aggregator By API By HTTP/FTP

To know more about the different steps on the creation

and the update of your catalog:

Definition Creation of a form Updating by form Creating a File Updating by file Monitoring errors

Offer Offer Offer Offer

Offer and product Offer and product
Product Product Product Product

You can also have informations on Mapping configuration here and about MCM and the follow-up of product creation here.
 How to optimize your sales
Our business team has prepared advices that will help you optimize your sales:

Your catalog

Visuals of your product sheets

Description of your product sheets

Attributes of your product sheets

Pricing and Buybox

Deliveries and reviews

Sales promotions and discount codes

Flash sales and how to set them

 Shop management

Introduction to the shop

• How to acccess the shop?

• Menu presentation
• Support KPI
• Quality and business KPI
• Temporarily closing your shop

User management

• How to access user management?

• How to manage a user’s accesses?
• How to create new users?

Financial management

• Where to find the transaction log?

• When are the bank transfers done?
• Where to find your invoices?
• How to change your bank account details?
• How to change your contact details?
• What changed with the VAT reform?
• Where to check all of your Commission rates? Where to check it on an order?
• How to get an invoice for orders made before 12/15/2020
 Order life cycle

Customer Order The order is

places order acceptance shipped
You have to notify the order as
You have 5 days to accept or The order is waiting to be shipped in real time and
reject the order shipped specify the tracking
informations.

The order is 15 days after the order

The customer isn’t
debited,you can now has been shipped, it is
debited yet
process it available for payment
 Order management
Managing the order
• How to accept an order?
• How to ship a product?
• How to ship several orders at the same time?
• How to refund a customer?
• How to contact a customer?
• How to notify a customer about its delivery?
• How to send a customer its invoice?

Managing the after-sales service

• On Mirakl:
• What is the deadline to answer a customer?
• What is an incident?
• What is the deadline to provide a solution?
• What is a dispute?
• How to identify an order with an incident or a dispute?
• How to see my shop’s reviews?

• For the older orders

• How to access the orders?
• How to contact a customer?
• How to refund a customer

Quality of your shop

• What are the observed KPI?
• What are the penalties?
 Your contacts on Rue Du Commerce

For technical support • [email protected]

To adress a problem on
• [email protected]
an order

To adress sales
• [email protected]
promotions

To adress the quality of

• [email protected]
your shop
Detailed guidebook
 Summary

I. Integration of your shop page 12

a) Creation de your shop Page 13
b) Mangopay validation page 15
c) Creation and publication of the catalog page 21
d) Configuring the logistic grid page 38
e) Competitive intelligence page 42
II. Sales and commercial animation page 45

III. Shop management page 59

a) Shop presentation page 60
b) User management page 66
c) Financial management page 71

IV. Order management and customer relationship page 79

a) Order management on Mirakl page 80
b) Customer service on Mirakl page 90
c) Shop Quality page 94
d) On the older system page 95

V. Mirakl help portal page 98

Integration of your shop
Creation of your shop
 Creation of your shop

Your shop is automatically created once the form is filled.

The informations you will have written will automatically fill the coresponding areas in you Shop. If you hadn’t filled every informations in the form, please
remember to do so afterward in My Account>Settings.

Do not forget to create accounts for your team if necessary and to give them the correct acreditations.
Every user will be able to decide which notifications he wishes to get from Mirakl in his notification preferences. You will find more details on notifiations on page
61.
Mangopay validation
 How to fill the informations

Here are the most important information to know to correctly fill your informations in your account.

• Every field marked with a red asterisk is mandatory.

• Be careful to fill the type of legal entity. It determine the kind of documents needed for your validation.

• SOLETRADER is to be chosed if you are self employed.

• If it isn’t your case, then please chose BUSINESS.

 Required documents
Country of registration for the
company SOLETRADER BUSINESS

* Copy of an identity document (both sides of an ID card or of a * Copy of an identity document (both sides of an ID card or of a passport)
passport) * Last version of the company statutes signed and certified compliant
France * A business registration dated less than 3 month * Mangopay’s declaration of beneficiaries completed and signed
* Copy of an identity document (both sides of an ID card or of a passport)
* Copy of an identity document (both sides of an ID card or of a * A business registration certificate
passport) * Last version of its statutes of association signed and certified compliant
Other countries * A business registration certificate * Déclaration des bénéficiaires Mangopay complétée et signée

Only the documents in the following languages will be accepted:

• French
• English
• German
• Spanish
• Italian
• Portugese
• Dutch
An english translation will be mandatory for the documents in another language.
 UBO

UBO means Ultimate Beneficiary Owner and represent all physical persons holding 25% or more of shares or voting rights of a company. Under the laws against
money laundering and terrorism financing, we must verify the identity of these users.

• If you are SOLETRADER, you are not subject to the declaration

• If you are BUSINESS, you must fill the declaration in the corresponding fields.
 Information modifications

Informations related to the legal representative as well as the UBO

declaration must not be changed once they are validated. For legal
reasons, any change related to the legal representative submit the profile
of the shop to a new check of every documents.

Those informations are:

• Name
• First name
• Date of birth
• Nationality

A modification on a validated profile will get it disabled and will generate

a check of all the documents.
If you change on or more of those 4 informations, you will have to
supress the uploaded documents and upload new ones. They will have to
be consistent with the modifications with the modifications made that
day.
The other informations like the mailing adress and the email adress can
be modifed without any approval.
 Documents to be uploaded

Remember to upload the mandatory documents at the end of the form. Otherwise, your shop will not be activated!
Creation and publication of the
catalog
 Managing by form

To manage your catalog by form, you must click on My Inventory> add an offer

The products and/or offers will have to be added one by one. As such, that method is only advised if you don’t have many product references.

To add an offer: Seach by EAN code or keywords, then clic on « Sell yours »

To add a product: If the search did not give any result, click on « Create a product »
 Managing by file

Several methods are available:

Import:
You will import all your files from My Inventory >
Import from file

Aggregator:

Each aggregator gives you a guidebook on

how to connect your shop to their system.

They usually ask you to give them your shop

ID, which is available in My Account >
Settings

As well as the API key.

You will do most of the settings on their
interface. As soon as the connection is
done, we should receive your feed in the
Mirakl shop.
API:

You can manage your offers and products by API.

Your API key is available here.

With that dara, your IT should be abble to set up that method.

Mirakl provides you with a documentation here.

You can contact us at [email protected] to ask for a test environment.

HTTP/FTP:

You can host your import files by HTTP or FTP .

Simple links will allow you to create/update your offers and products (1 link for offers and/or 1 for products). Mirakl will attemps to get the files every hours and, if
modifications are found, your catalog will be updated.

Do not hesitate to contact us to set ups the settings and test the connector (URL adress, authentication and the like)
 Monitoring errors

More often than not, besides the creation of offers by form or the update of offers in your inventory, an integration report will be generated. You will be able to
check the smooth functioning and download an error report. The errors are in the last column of the file.

For offers.

For products.
 What is a product and an offer

The characteristics of a product:

They are the fundamental components of the

product. They will stay the same, no matter who sells
the product:

• Name of the product

• Pictures
• Product description
• Attributes (Size, color and so on)
• Product ID, EAN code and so on

The characteristics of the offer:

They are the components that are specific to the

seller.

- Product condition (new, , refurbished and so on)

- Price
- Quantity
- Delivery methods
- Delivery time
Offer
 Creating the form

In My Inventory> Add an offer

Search the product you wish to sell by keyword or EAN code

Click on « Sell yours. »
Fill your price, the quantity you have, the product condition (those fields are mandatory). You can also fill your SKU (that code must be unique), a shipping time, a
discounted price and so on.

When your’re done, click on Create Offer.

It will then be apparent in My inventory > Offer list

 Updating by form

In My inventory > Offer list

Search by keyword or SKU, click on the name and modify the informations.
Click on Confirm below the fields to save the modifications.
 Creating a file

In My Inventory > Import by file

We recomend that you download the templace by clicking on « Download an Excel file template for offers »

On that new page, click on « generate template » and download the file.

In that file, you will have to fill at least those 6 fields.

Fill the file with all the offers you wish to sell and save it.
Upload the file in My Inventory> Import from file

File content: Offers

Import Mode: Normal

Check the integration report in Track Offer Imports. If the products are found, your offers will be added in it.
Otherwise, you will have an error saying « the product does not exist ». It will then be necessary to create the product.
 Updating by file

In My Inventory > Import from file

You can modify your file and upload it.

File content: Offers

Import mode: Normal

Check the integration report. If there are no errors then your offers will be updated.
Products
 Creating a form

In My Inventory > Add an offer

Search the product the product by Keyword or EAN code.

If you don’t find it, click on « create a product »

First, you need to select the product category and the full form will
appear.
You will need to fill at least all the mandatory fields (the ones marked
with an asterisk), but we suggest that you fill as much informations as
possible (several pictures, specific attributes and so on).

At the end of the form, you will be asked to create an offer for that
product. Fill the mandatory fields (price, quantity, product conditions)
and validate the form.

The product will be submitted for approval by us and the offer will stay
on stand-by. It will be added to the product as soon as it is approved.

Caution:

Please do not put the brand in the title of the product as it will automatically be added by the system once the product is accepted.

Should you need to create a brand, please contact our tech support at [email protected]
 Updating by form

You can access to the list of the products you have created by clicking on My Inventory > Catalog Management

Search the product by Keyword or EAN code and click on the product. Click on Edit to begin your modifications, then save to update the product.
 Creating a file

In My Inventory > Import from file

We suggest that you download the template by clicking on « Configure and download an operator Excel file template »
On that new page:
- Select a file template to download : Products
- Select the requirement level of attributes: All
- Select the categories (maximum 100)
- Click on « Generate template »

You can now download your template

Fill the file with all the products you wish to create and save.

Import the file in My Inventory > Import from file

File content: Products

Check the integration report in « Track product imports »

Caution:

Please do not put the brand in the title of the product as it will automatically be added by the system once the product is accepted.

Should you need to create a brand, please contact our tech support at [email protected]
 Updating by file

You can access to the list of the products you have created by clicking on My Inventory > Catalog Management

Search the product by Keyword or EAN code and click on the product. Click on Edit to begin your modifications, then save to update the product.

Click on « » to begin your modifications, then save to update the product

 MCM and the follow-up of product creation

Our marketplace uses Mirakl’s MCM functionality, which means that the catalog is enriched by all sellers. For more information on MCM, your can click here.

You can access the Catalog Management by clicking on My Inventory > Catalog Management.
This page allows you to access the list of all the products in your catalog, including those awaiting publication or those which have been refused by Rue Du Commerce. In that
case, the reason for refusal will be specified to you.

Please note that the creation of product page is based on the consolidation of contributions from several merchants subject to validation by Rue Du Commerce. If you
nevertheless notice any errors (visuals/attributes/error of EAN...), please contact us @ [email protected]

Clicking on the Marketplace Catalog tab allows you to access the list of all the products created on our marketplace and, if necessary, easily create an offer on one the products
on the list.
 Mapping configuration

That part is reachable by clicking on My Account > Mapping

Configuration

If you already have a file with all the mandatory informations:

- Category
- SKU
- EAN code
- Title
- Description
- Brand
- Picture URL

It is then possible to do a mapping of that file in your shop,

which is adapting its framework so that it is accepted.

The configuration wizard will give you all of the steps to follow,
but our Support team is available should you need help.

Your original file will probably evolve over time and it will be
necessary to recharge it so that it can map new valors
(categories, brands and so on).
Configuring the logistics grid
 Logistics grid

The configuration of the logistics grid is a critical step to the publication of your offers.

No offer without shipping method can be published on Rue Du Commerce, you will always get an error message.

2 delivery zones are available:

- France (Mailand only)
- Corse (Corsica)

Zones can be enabled and disabled by clicking on the rightmost box in the row. Clicking on the zone gives you access to the list of delivery methods and logistic classes in order
to determine which ones are desired. Please note however that activating a previously inactive delivery zone (for instance Corsica) activates all delivery methods by default. It is
therefore imperative to check that only the desired methods are active.

Clicking on « Edit shipping charges » allows you to determine the amounts charged for each method and logistic classes.
More details are available next page.
Every product classification is associated to a class (For instance, Smartphones are associated to Class B)

As such, 2 methods are available to configure your logistics grid:

- Creating offers and configure only the concerned classes.

To easily identify the concerned classes, you can do an export of your inventory in My Inventory > Offer list.
The « Logistic class » column will provide you with a code. The first letter of that code is the name of the classe (for instance, AQW1 for classe A).

- Configuring your method and shipping costs in the logistic grid and associating your offers to each class.
That can be either when creating offers (by form or file) or when updating them.

Important : By CSV or XML files, you will have to send the class code in the Logistic-class field.
These fields are available on that page.

As soon as an offer is associated to a logistic class, you will have to activate a shipping method for that class.

Each method has its own delivery time. Here are the main ones:

- Livraison standard à domicile (standard delivery at home) : 3 days

- Livraison express (express delivery) : 1 day
- Livraison point relais (pickup point delivery): 3 days
- Livraison transporteur pied d'immeuble (delivery in front of the building) : 4 days
- Livraison transporteur dans la pièce (delivery in the customer’s room) : 4 days

Those delivery times are configured in calendar days.

Important : We add that time to the time to ship (associated to the offer) to give our customers an estimated date of delivery.
Competitive intelligence
 Manually monitor your competitors’ offers
When creating an offer, Mirakl gives you the possibility to check your positioning compared to that of your competitors:
 Monitoring your competitors’ offers via API
Mirakl’s API P11 allows you to easily obtain the details of your competitors’ offers for a given EAN. You can get more informations on that subjet in that
article from the Mirakl Helpdesk.

That will give you an XML file with the following informations for
every sellers on that product:

• Price : discounted prices, discount period

• Shipping method and shipping price
• Description
• Delivery time
• Product stat
• Shop name
• Stock
Sales and commercial
animation
 Our core business categories

Computers & tablets Smartphones TV Audio Small & large home appliance

Furniture Gardening & Handiwork Refurbish Home automation

Your catalog
➢ To sell on our markteplace, you need to have a catalog with a
good range to answer the needs of as much customers as
possible.
➢ The more offers you have, the better yours chances to sell.
➢ For that, it is paramount to categorize your offers in the right
category with the right price and disponibility.
➢ The more your catalog will be well referenced, the more ours
customers will find your products.
➢ As such, you need to match your your products classification
to our arborescence.
Visuals of your product sheets

➢ To make it on a marketplace, it is important to have a wide catalog with at

least 50 products to attract as much customers as possible.
➢ It is also important to have quality product sheets to get in the search engine
(Product sheet, HD pictures and mostly good content).
➢ Here are some advices regarding the pictures:
➢ Several pictures from different angles.
➢ If possible, they should be with a white background / cut out.
➢ Showing the contents of the package / the accessories
➢ A video can be a plus
 Descriptions of your product sheets

➢ Have a layout / form for more readable and pleasant content

➢ Watch out for bad translations, repetitions and copy/paste errors
➢ Include visuals to energize the content
➢ A content written in french without spelling mistakes
Attributes of your product sheets

When creating a new offer, you must fill the mandatory

attributes. It is advised to fill in the other attributes on Mirakl to
improve customer, particularly through the various filters.
Pricing and Buybox*

➢ Your princing is an essential element for your sales. The price is

the primary motivation of the online shopper. ( Source : Etude
BVA )

➢ Beside your delivery time, the more relevant your pricing, the
more likely you are to have the add to cart button in your favor.

➢ During a search, it is the seller with the most relevant offer

regarding those 2 criteria who will be in the best position to sell
to the customer.

Methods to optimise your pricing are provided page 43 and 44.

* The buybox is managed by an algorithm which weights these different criterias

but not only. The allocation formula is not known to our departments for more
equity between sellers.
Deliveries and reviews

➢ Price isn’t everything. Services are as important to gain customer loyalty and
reassure him regarding its next sells.
➢ Customers are more interested in free deliveries as well as the delivery time.
➢ 75 % of online shoppers check shipping costs before considering buying
(Source : JDN)
➢ It is of the outmost importance to correctly configure your shipping times
according to the type of product and delivery method (standard or express).
➢ It is important to respect those deadlines in order to create trust within the
customer and assure yourself good reviews.
➢ Customer reviews are very umportant at Rue Du Commerce and clearly
influence the pucharsing decision of e-consumers. The idea is therefore to
offer an optimal customer experience (delivery, customer service, stocks and
so on) which will impact your rating and your sales on our platform.
➢ Reading customer reviews is a primordial information source for 38% of the
consumers. 88% of french consumers consults online reviews before buying (
Source : étude trustpilot)
 Sales promotions

➢ To boost your sales, Rue du Commerce regularly sets up global or targeted

sales operations via promotional codes displayed directly on your product
page, which allow you to offer promotions by taking advantage of the site's
animation levers.
➢ These promotional codes are 100% financed by the merchant and set up by
our teams, the merchant does not have to make any manipulations in his flows.
All that is required is to formalise the participation by signing a contract for the
operation.
 Sales promotions : Promotional codes➔ Modus Operandi

➢ As a reminder, all the parameters of the operation are taken care of by Rue du Commerce, so the merchant (seller)
does not have to make any manipulations in his flows.
➢ If you wish to participate in the operation, the merchant (seller) will receive by e-mail a contract allowing you to take
note of the conditions of the promotional event.
➢ You have the possibility to choose different discounts for your promotional codes, 100% financed by yourself or
partially financed* by Rue du Commerce * subject to negotiation with your Merchant Manager:
➔ -5% / -10% / -15% / -20% / -25%
➢ These promotional codes can be applied to your entire catalogue or just a part of it.
➔ It is up to you to choose what you want to do and to include it in your contract.
➢ Example 1: It is possible to apply the code only to one product
➢ Example 2: It is possible to apply the code only on Computers except for Apple Computers

➢ The promotional codes are applied to the prices including VAT of your chosen products for the Operation and do not
affect the shipping costs.
➢ To finalise your participation, you must return the duly completed and signed contract before the deadline indicated
in the e-mail announcing the operation to the following general address: [email protected] or to
your usual Merchant Manager
 Sales promotions : Promotional codes➔ Modus Operandi

In the contract, you will need to fill in your

company's details in the box on the front
page

Dates to be filled in

Choose your promotional code on the second page

Then sign at the end of the

contract
Flash sales

➢ Flash sales will allow you to boost your sales. You can set
them from your Mirakl Back office. Visitors are very fond of
those promotions that are limited in time.
➢ The bargains and the flash sales categories are the most
visited of our website.
➢ You can configure your flash sales directly on your offer on
Mirakl (72h at the most)
 Flash sells ➔ How to make the settings?

A) Manually: Set up Flash Sales directly in Mirakl from the list of offers in
the "Additional Information" tab by entering your product.
 Flash sells ➔ How to make the settings?

B) In mass: Setting up Flash

Sales by importing a file into
your Mirakl account
Click on My
Inventory and then
1 Import from file

Download a sample
offer file in Excel
format
2

Generate a
template
3

Fill in the pink columns

and the Flash Sales
4 columns
Shop management
Shop presentation
 Shop presentation

The home page of your shop gives you an instant access to many useful informations that will help you in the daily management of your shop. The next pages will give you
more details about them.
 Menus

Allow your to Gives you

Gives you Gives you access
Gives you access to access to the Gives you
manage your access to the to the
the orders. Several management access to the
catalog customers transaction
filters are available: of shipping Mirakl help
complaints. history, the
orders to be costs, portal
mapping
shipped, disputes commission
configuration,
and so on. rate,
the user
subscription
management
and so on.
and the shop’s
settings.
 Support KPI

That second part of the homepage gives you quick access to the important informations for your support team:
Your current balance
(pending, payable,
paid) and the date for
the next payment
Number of
orders to be
shipped and/or
in incident. That
tab will also
specify if the
orders are late.

Number of
unread emails
on your inbox

Business
informations and
the top products
for the time
period

Each of these tabs will also give you shortcuts to the concerned sections (inbox, orders and so on).
 Quality and business KPI

That third part allows you to follow on the period of your choice:

The platform rules that

might automatically Your current rating for all
suspend your shop and of the quality indicators
your current rate for monitored on Mirakl
those indicators.
 Temporarily closing your shop

To temporarily close your shop, you need to clicking on My account > Settings

You then need to go to « closed » and put a starting date and a finishing date:

Careful though, closing your shop will prevent new orders

from being sent to you but the customers from previous
orders will still be able to contact you.

Your customer service must therefore remain active during

the period.
User management
 User management

You can manage your users at all time by clicking on My account > User Management.

That will allow you to:

• Update existing users access rights

• Create new users

 Managing existing users

That part will allow your to access your user list and their access rights. You can change these rights at all time by checking or unchecking the boxes and saving.

Shop Administration : Access to Dashboard Statistics, access to the Settings, Information, and User Management menus, capability to call Shop API.

Gestion de l'inventaire : Access to Inventory dashboard, management and messages, and Mapping Configuration.

Administration des ventes : Access to Message, Order and Revenue Dashboards, and Order Management.

Comptabilité : Access to Statements and Transaction History.

Support : Access to Message and Order dashboards, plus read-only access to Orders (capability to upload documents on orders) and read-write access to Messages.

Each user will be able to configure the notifcations he wishes to receive (new order, message, import errors and so on) by clicking on its user name on the upper right part of the
page.
 Creating new users

Clicking on « Add a shop user » will lead you to that page. There, you will be able to configure:

• The user’s email adress

• Its password

• Its language

• Its user rights

 Notifications

Mirakl automatically sends notifications by emails regarding different event. For instance:

- You have a new order

- A customer sent you a complaint
- Your deadline to accept an order is nearing
- An order is going to be late.
- An incident has be opened.
- The stock import has an error
- The shop has been suspended

And lots of other useful informations. Each user can configure its needs by clicking on its ID on the upper right side of the page.
Financial management
 Transaction history

The homepage allows you to instantly know what what is you current balance:
• Payable = The amount that will be paid at the next transaction.
• Pending= The amount that does not yet meet the payment criterias
The transaction history button will redirect you to the appropriate section. It is also reachable by clicking on My Account >
Transaction history.

That section is a full history of every transaction done on your shop with an order level details
You can do a search by order, document number or payment reference and do exports.
 Bank transfers and statements

Bank transferts are done 3 times a month at fixed dates:

• 1st day of the month
• 11th day of the month
• 21st day of the month
To meet the payment criterias, an order must:
1. Have been shipped for 15 days
2. Have tracking informations (when the carrier permits it)

Once a bank transfer is done, the statements will be uploaded in My Account > My statements.
 Changing bank account details

To update your bank account details, you must click on My Account > Settings

Changing your bank account details will instantly suspend your payments until your new informations are checked by our accounting department.

Be careful though, our accounting department will still need an official bank identification statement.

As such we invite you to send it at the same time to [email protected]

 Changing your contact details

To change your contact details, you will need to click on My Account > Settings

All modification must mandatorily be notified to our

accounting departement on
[email protected]

The fields to be modified Impact Comment

bank identification statement or contact No change of store. Payments suspended until checks are done by our
adress accounting department.
Important:
Changing company (new company name) Creation of a new shop and closure of the old You can wait until the new product feed is in place on
Changing your one. the new company before closing the initial one. That
contact way there won’t be any cut-off from the online catalog.
informations The General Terms and Conditions must be
can have accepted again.
consequences
Modification of the company statutes No change of store. no
on the running
of your shop Changing the manager No change of store. no
Changing the name of the shop No change of store. Mandatory: Warn our accounting department

Changing the legal representative’s No change of store. Mandatory: Warn our accounting department
informations (First nam, last name,
birthday, country) KYC invalidation, payments suspended
 VAT management
The 07/01/2021 new regulation changed the way VAT is collected in the E-Commerce. Marketplaces are now charged to collect the VAT for the seller in 2 cases:

➢ The seller has its headquarter in the European Union and ships from outside of the EU.
➢ The seller has its headquarter outside of the European Union, wether or not they ships from the EU.

It is mandatory to specify your shipping country in the settings of your shop and it can also be specified in each offer. While integrating the order, Mirakl will privilege
the country specified on the offer if there is one, and will use that of the shop if there is none. You can still change the shipping country on the order until you accept
it. The table bellow will give you more informations:

Should you want to automate your processing, you may find the following APIs
useful:

OF01 : add the country of dispatch to the offer if necessary

OR11 : Collection of the order with the country of dispatch and the VAT
information.
OR07 : Update the country of dispatch on the order if necessary
 VAT management
Please note that VAT will be collected on the products as well as on the shipping costs.
The amount collected will be declared by Rue du Commerce at the import-one-stop-shop (IOSS). To allow customs clearance, you will need to provide the Rue du
Commerce IOSS registration number on your customs declaration.
This number is IM2500000794
NB: It can only be used for transactions facilitated by Rue du Commerce and validly covered by a contract between the merchant and Rue du Commerce. In the event
of misuse of this number, Rue du Commerce reserves the right to take the necessary actions with the competent authorities.
In case of shipment from outside the EU zone, you must indicate the IOSS number (IM2500000794 ) and the VAT number (FR26422797720) on the package.
Please note that if the value of the order exceeds 150€, it may be subject to possible customs duties.

In case of VAT collection by Rue du Commerce, it will be deducted from your payments in the same way as the commission.
You can also access reports on the VAT collected over a period of your choice by clicking on My account>Tax Reports
 VAT management
Every order will state who collected the VAT (Rue Du Commerce or
the seller) and its amount:

Details of output VAT by order will also be available in the Transaction History exports
Order management and
customer relationship
Order management on Mirakl
 Order life cycle

The customer Order The order is

orders acceptance shipped
You have to notify the order as
You have 5 days to accept or The order is waiting to be shipped in real time and
refuse the order shipped specify the tracking
informations.

The order is 15 days after the order

The customer isn’t
debited,you can now has been shipped, it is
debited yet
process it available for payment
 Accessing orders

Clicking on any options in the My Orders menu gives you access to that dashboard.
Several search filters are available to find the order of your choosing.

To access the order’s detail, you just have to click on its reference.
Accepting orders

Each order is subject to your acceptance.

You have up to 5 calendar days to accept or reject the order, in which

case the relevant offer will be suspended. Once that deadline is passed,
the order will automatically be refused.
You can chose to refuse part of the order by clicking on reject beside the
product.
Warning! Rue Du Commerce may suspend your shop if the 5 days
dealdine is not held.
 Presentation of an order
The order page gives you intuitive access to
these informations:

1: These tabs will allow you to notify the

shippment of the order, access its history,
to contact the customer and access the
documents that were uploaded for the
order.

2: This tab gives you informations about

the products that were ordered.

3: That tab gives you access to the

customer’s informations (adress, phone
number), the shipping method and the
shipping deadline. Please note that the
customers informations will only be visible
after the order has been accepted.

4: You will find here details about the

money that was collected. It will also tell
you who collected the VAT (Rue Du
Commerce or the seller). As a reminder,
with the new VAT reform, marketplaces
now have the obligation to collect the VAT
in some cases. More details are available
on page 71.
5: That tab notify you about amount of commission for this order.
 Shipping the order

There are 2 ways to notify the order as shipped :

a) Click on the Shipment tab, chose the carrier and fill in the blanks
b) Click on the Proceed to shipment button below the product, chose the carrier and fill in the blanks

Should your carrier not be in the list, chose « other » and fill in the blanks.
 Shipping multiple orders

You can notify batch shipments in the dashboard by clicking on the Import Shipment confirmation file button:

That page will allow you to upload a file with the shipping informations. A template is provided:

The carrier codes are their own name for the ones on the list:
Colissimo
Chronopost
DPD
UPS
TNT
Mondial Relay
Colis Privé
Fedex
GLS
DHL

Should you wish to use another carrier, you will just have to fill its
name, the package number and the tracking URL if you have one.
 Refunds
To refund a customer, you just need to click on the refund button.

You then have the possibility to do a full refund for a product. A

motive will have to be notified.

Or you can chose to do a detailed refund:

In that case, you can:

• Enter a specific quantity of product, in which case the amount

will appear in the 2nd field. You can change it if needed.

• Directly specify the amount you wish to refund.

• Enter a value in the shipping costs filed if you want to refund

them independently from the reste of the order.

A motive for the refund will always have to be specified.

 How to communicate with the customer

To contact a customer, you will have to get in the order, click on the Messages tab and then on the Start a conversation button.
Your conversation will then be found in the messages tab.

Every conversation with the customers can also be

accessed from your inbox by clicking on My Messages
in the menu. A tab will allow you to separate the
unread messages from the rest.

The homepage’s KPI will also let you know if you have
unread messages.
Notifications from the carriers and customer invoices
An encrypted email adress is automatically provided to you with each order. We invite you to
provide it to your carrier when shipping. That way they will be able to more easily schedule
the delivery with the customer.

Provided that a tracking has been notified, this will allow you to limit customer requests for
this reason as much as possible.

This adress can be retrieved by clicking on the enveloppe symbol at the top of the page, or
with the OR11 API (« customer_notification_email » field)

Attention! It is strictly forbidden to use that adress to :

• Ask for consumer review

• Do advertising
• Send transactional emails (Confirmation for the order, shipping
notice, etc.)

You can upload the customer’s invoice to the order, which makes it available directly
on their customer aread. This in turn will allow you to avoid requests from customers
or our customer service on this subject.

To do this, click on « Document » in the order, choose Upload a document > Document
type > Invoice and select the document.

The document can also be uploaded with the OR74 API.

Customer service on Mirakl
 Messages, Incidents and Disputes

Every complaints from the customers will be adressed to your Mirakl Inbox. The number of unread messages will also be available directly on your homepage.
All messages must be answered within 2 working days. Should a message still have no answer by the 3rd working day, the complaint will be considered an incident.
Complaints with complex issues will automatically be considered as incidents.
In that situation, you will keep interacting with the customer as you would with a simple complaint. You will however be asked to provide a suitable solution for the
customer within 8 working days. In the event that that deadline would not be held, the case will become a dispute.
An incident will also become a dispute if you have’nt answered the customer within the first 3 working days.
Please note that you can mark an incident as resolved.

In the event of a dispute, Rue Du Commerce will put you on notice to

provide us with a suitable solution within the next working day,
otherwise our customer service will impose one.

Every dispute will be notified to you by Mirakl and will be identified in

My Orders > Incidents in progress

Warning! Once a solution is imposed by Rue Du Commerce, it will

not be questioned.

We would also like to point out that you can’t initiate a recovery
process from the customer without the express permission of Rue Du
Commerce. We are the exclusive financial contact for your services
and our customers.
 How to identify an order with an incident

How to identify an order with an incident:

You will receive a notification for every order that will be put in incident
or in dispute. The order’s informations will be reminded there.

You can also access directly to the list of orders that are currently in
incidents by clicking on My Orders > Incidents in progress

That page will give you access to every

orders currently in incident and their
statuses (incident, dispute and so on) and
incidents that are closed.
 How to manage customer reviews

Each of your customers will be offered to rate you.

That rating will not be given from Mirakl, therefore it will not be possible for you to check it from your shop.

However, you will be abble to check your rating and reviews from your merchant page, reachable by clicking on the name of your shop on the product sheet.

You will not have the possibility to answer a review.

If one of them seems unfair to you, you can contact the customer and try to find a settlement. If you do, the customer will be abble to change its rating.
 Regarding orders from the previous system

If you were already present on our marketplace before our technical migration on 12/15, the old back office isn’t available anymore.

➢ Customer’s complaints will be sent to your customer service with as much informations as possible. We ask that you answer them within 48 opened hours. You can also
contact our customer service at [email protected] should you need additional informations.
➢ Should you need to contact a customer, you can send a message to [email protected] with the reason of the contact and the order numbers.
➢ To notify an order as shipped, send an email to [email protected] with the order number, date of the shipping and tracking informations.
➢ To refund a customer, please send an email to [email protected] wit the order number and the amount to be refunded.
➢ To get invoices, please send an email to [email protected]
Shop quality
 Presentation of indicators and authorized thesholds
Several indicators are monitored on your shop, and each of them can be observed on the homepage of your shop.
• Acceptance rate:
You must accept at least 97% of the orders forwarded to you.
• Incident rate:
Your incident rate must not exceed 20%.
• Dispute rate:
your dispute rate must not exceed 3%
• Refund rate:
Your refund rate for reasons of stock shortage or disputes must not exceed 3%.
• Refused rate:
You must not refuse more than 3% of the orders forwarded to you.
• Auto-refused rate:
Should you not accept or reject an order for 5 days, the order is automatically refuse. Our marketplace
does not observe that indicator in the form of a rating but we may decide to suspend your shop should that
happen.
• Delay rate:
Your delay rate must not exceed 3%
• Acceptance time:
Your average acceptance time must not exceed 72 hours.
• Time to ship:
The time to ship is not contractually monitored, but it is a good data for you to configure your catalog
accordingly.
• Response time:
You must answer customer complaints or our messages within 2 working days.
 Possible sanctions

If your store does not meet the quality criteria set by Rue Du Commerce, we could suspend your store.
If necessary, you would be notified by Email and the problematic indicators would be specified there.
You may contact us à any time regarding the quality of your shop by sending an email at [email protected]
Furthermore, Rue Du Commerce may decide to apply financial penalties on your store under the following conditions:

Quality problems Sanctions

Your refund rate for reasons of stock shortage or disputes exceeds Payment of the shortfall resulting from the
3% of your orders on a calendar month. lack of commission for all orders canceled
above the 3% threshold
Your delay rate exceeds 3% of your orders on a calendar month. Penalty of 2% of turnover for orders
processed late (with a minimum of 500€)
More than 3% of the messages you have received in a calendar Fixed penalty of 500€
month are left unanswered for more than 2 working days.
Your dispute rate exceeds 3% of your orders on a calendar month. Fixed penalty of 500€

Should that happen, a formal notice will be sent to you by registered mail before the penalty is applied.
 Mirakl help portal

Mirakl also provides you with an Help portal: