Below, we detail a series of essential best practices that every store in our Marketplace must apply to ensure an excellent customer experience and good operational health:
Customer responses
- You must respond to all customer messages within a maximum of 24 hours.
- Failing to respond, or doing so late, negatively affects your statistics and may give the impression of disinterest.
Automatic messages and channel usage
- Avoid excessive use of automatic messages that do not provide real value.
- Do not include PcComponentes in copy of all messages. Only do so when strictly necessary or relevant.
Language
- You must communicate with the customer in the language corresponding to the sales channel where the purchase was made.
After-sales and warranty management
- Your returns and warranty policy must be at least equal to that of PcComponentes.
- It is essential to keep the customer informed throughout the after-sales process, avoiding prolonged periods without communication.
External communications
- If you communicate with the customer outside the platform, it is essential to leave written record within Mirakl.
- Otherwise, we may interpret that the issue is not being handled and apply the corresponding measures.
Mandatory invoicing
- You must upload the invoice for all orders within 24 or 48 hours, even if the customer has not requested it.
- Always upload it from the "Documents" section of the order, marking it as invoice, not as an attachment.
- If you do not have the customer’s tax details, issue a simplified invoice.
Stock management
- Avoid listing products with limited units or low stock.
- To minimize stockouts and cancellations, always configure safety stock.
- This will prevent poor ratings due to rejections and improve your reputation.