Marketplace customer service, measured.
What the messages, orders and refunds of Mirakl and Amazon sellers actually say — with the numbers, the maths and the mistakes, so you can act on Monday.
Which tool shows why customers message about an order on UK marketplaces, by product and by courier?
One that reads messages and orders from the same marketplace API, classifies each conversation once, and joins it to the SKU and the carrier. What the table looks like, why a join beats ticket tags, what one seller found, and what it cannot tell you.
What 30 days of marketplace customer messages look like: one UK seller, 10 August to 9 September 2026
255 customer conversations, 655 operator notices, 1,763 orders, 112 refunds. Week by week, marketplace by marketplace, reason by reason, hour by hour. The first of a monthly field note.
5% of orders create a message. Which 5%?
Contact rate by product across 6,200 marketplace orders in 90 days: the handful of SKUs that generate a third of the work, what customers wrote about each, and what that tells you to fix.
Why customers write, by marketplace: the same products, four different inboxes
Reason shares for 490 customer conversations on four UK marketplaces. Returns dominate on one, delivery on another, faults on a third. The operator shapes the inbox as much as the product does.