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Order Management

How and where can I manage returns?

You can manage returns directly in your Seller Office. 


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How can I manage a return if I am connected through a Software partner or API?

If you are connected through a software partner or API please contact our Seller Support Team.

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What rules apply to cancellations and what happens if they contradict the cancellation policy of METRO Marketplace?

As a seller, you must ensure that you adapt your cancellation policy to that of the Marketplace. This applies to the seller when there is a request for a cancellation within 14 days.  

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Where can I find and manage my orders?

You can find and manage your orders in your Seller Office under the Orders tab. 


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How do I manage the orders that I have received via METRO Marketplace?

Orders can be managed in the Seller Office via the Order detail pages. You can confirm, send, or cancel your orders or products on the corresponding detail pages. You must also add shipping information and upload invoices.

  • In the event that the order is sent by a forwarding agent, we recommend that you enter this information in the delivery person field.

  • If the order is sent via a parcel service; the tracking ID and delivery agent must be specified.

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Can the buyer cancel an order? If so, when is it possible?

The buyer can cancel the order in whole or in part until the seller has confirmed the order specifically when the order has reached the status confirmedPlease be aware that the buyer can reduce the size of the order.

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Can I cancel an order for a customer?

You must list the reason for the cancellation. why the order to the customer before you change the status to Shipped. 

The reasons for cancellation are:

  • No Inventory

  • Wrong Price

  • Defective Products

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Can the buyer change the shipping address?

It is possible to change the shipping address. The buyer must make a request.  

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Who will take care of the delivery of the product?

The carrier appointed by the seller is responsible for the delivery. 

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Can I put my brand or logo on my orders?

Yes, you may put your brand or logo on the orders.

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Is it possible to send goods in branded packages?

Yes, you may send goods in branded packages. 

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How can I have a partial refund?

In order to obtain a partial refund, the seller must upload a credit note and contact our seller support team.

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Can customers from other countries be supplied?

It is a possibility, however, the seller is not obliged to send it to other countries. Please contact our Seller Support Team for further details regarding shipments outside of Germany or Spain. 

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Can I send products from my warehouse outside of Germany or Spain?

It is currently necessary to have a warehouse in Germany in order to process shipments and returns. Shipments from a warehouse outside of Germany or Spain are not supported. 

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Can a customer return a product?

The product can be returned to the seller, only if it abides by the terms and conditions of the seller. 

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What do I do if the customer refuses to accept the delivery?

If the customer refuses to accept the delivery you may change the status to an Order Return. You can also, contact the buyer directly through the seller’s office. 

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Can I call the customer to arrange a delivery time?

The customer's telephone is not available. If needed, please send an email to the seller in your Backoffice.  If the customer is not responding, please contact the Seller Support team so that we can communicate this to the buyer.  

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When do I receive my Money?

You will receive the money after deducting the sales commission. This will be done no later than 20 calendar days after receiving the goods from the customer. After that, your money will be credited to your seller account. 

The withdrawable account balance will be transferred to you in a weekly payment run; within 25 calendar days after receiving the receipt of the goods from the customer and the information about the shipment in the seller's office. If the day of payment falls on a public holiday, the payment will be sent on the following business day of the bank. 

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