Best practices for managing your shop

Reply to customers and PcComponentes as soon as possible and, in all cases, within 24 hours of receiving the message.

If you do not yet have a final solution, tell the customer that you are reviewing the case and explain when they will receive another update.

• Review your Mirakl messages several times a day.
• Provide a clear reply that addresses the question.
• Explain the next step.
• Do not leave a conversation unanswered while waiting for internal or carrier information.

Process each order as soon as possible and no later than 24 hours after it is validated.

• Check that the item is in stock before accepting the order.
• Accept or reject the order within the required deadline.
• Avoid unjustified rejections.
• Meet the preparation and shipping times published in the offer.
• Update the order status as processing progresses.

Use Mirakl as the main communication channel with the customer and record all information relevant to the order or incident.

• Only use automatic messages when they provide useful information.
• Avoid generic replies that do not answer the question.
• Personalise your message when the case requires a specific review.
• Combine the information into a single reply whenever possible.
• Provide clear instructions about the next step.

Include PcComponentes in the conversation only when operator involvement is required.

Communicate with the customer in the language of the sales channel where the order was placed.

Review the text before sending it and avoid automatic translations that may be confusing, unnatural or change the meaning of the reply.

You must comply with the PcComponentes after-sales conditions for the corresponding sales channel.

During a return, repair, replacement or claim, keep the customer informed about the progress of the case.

• Confirm that you have received the request.
• Explain what information you need to continue.
• Explain the next step.
• Provide an update when you receive or inspect the product.
• Report any delay or change that affects the resolution.
• Confirm the final solution and closure of the incident.

You must continue handling accepted orders, warranties and open incidents even when your shop is in holiday mode or suspended.

Review the applicable After-sales conditions .

If you contact the customer outside Mirakl, leave a written record of the conversation in the order.

Record at least:

• The date of the contact.
• The channel used, such as telephone or email.
• The information provided to the customer.
• Any agreements or commitments made.
• The planned next step.

If the customer does not reply to Mirakl messages within 72 hours, try to contact them by telephone. Then record the result of the call in the order and ask the customer to continue the conversation through Mirakl.

After shipping an order, upload the invoice to Mirakl within a maximum of 24 hours, even if the customer has not requested it.

1. Open the corresponding order.
2. Open the Documents section.
3. Upload the file.
4. Select Invoice as the document type.
5. Check that the document was uploaded correctly.

Do not upload the invoice as a generic attachment. Always identify it as an Invoice so that the customer can locate it correctly.

Add a valid tracking number immediately after shipping the order.

• Select the correct shipping carrier.
• Check that the tracking number can be consulted.
• Do not reuse tracking numbers from other orders.
• Update the information if the carrier replaces the original tracking number.

Prepare the order safely and use suitable packaging to protect the product during transport.

• Include the delivery note generated by Mirakl in the parcel.
• Use completely neutral packaging.
• Do not include identifying information about your shop.
• Do not add commercial references that have not been authorised by PcComponentes.
• Do not include advertising, promotions, business cards or similar material.

Only publish units that are available and that you can ship within the time stated in the offer.

• Set a safety stock when inventory is shared with other sales channels.
• Update stock as often as necessary.
• Reduce the published quantity when you detect differences with your actual inventory.
• Deactivate the offer if you cannot guarantee availability.
• Pay particular attention to offers with only a few units available.
• Check that stock integrations and files are synchronising correctly.

Incorrect stock management can result in rejected orders, cancellations, incidents and negative ratings.

Only use the customer's personal data to manage:

• Order preparation and delivery.
• Collections and returns.
• Incidents and claims.
• Invoice issuance.
• Warranty and after-sales service.

• Reply to customers and PcComponentes within 24 hours.
• Process orders within 24 hours of validation.
• Use Mirakl as the main communication channel and record all communications.
• Reply in the language of the corresponding sales channel.
• Keep the customer informed throughout the after-sales process.
• Continue managing orders and incidents even when the shop is suspended or in holiday mode.
• Upload each invoice within 24 hours of shipment and select Invoice as the document type.
• Add valid tracking immediately after shipment.
• Include the Mirakl delivery note and use neutral packaging.
• Only publish available units and use a safety stock.
• Only use customer data to manage the order and after-sales service.