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.
Is there software that makes sure I meet the SLA for customer messages on Mirakl marketplaces in the UK?
No software can guarantee an SLA; a person still writes the reply. What software can do is make the deadline impossible to miss: each marketplace's own clock, a list sorted by time left, an alarm before the breach, and a measured reply rate. What that takes, and where one seller actually missed.
How fast do I have to answer customer messages as an Argos marketplace seller?
24 business hours, Monday to Friday 9–5 UK time. What counts as a customer message on Argos, why five of every six inbox items are operator notices, when customers write, and how one seller's replies measured up over 90 days.
How fast do I have to answer customer messages as a B&Q marketplace seller?
24 business hours, Monday to Friday 9–5 UK time. Who writes on B&Q and how often, why 45% of messages arrive after hours, what they are about, and how quickly one seller answered over 90 days.
How marketplace SLA clocks really work (and why yours is probably wrong)
UK Mirakl operators count business hours, some operators elsewhere count calendar hours, Amazon counts 24 hours flat. A Friday 16:55 message is due at a different moment on each. The maths, with weekends and bank holidays.