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Order Management

Can I sell used goods?

No, only new products can be sold in our marketplace. 

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Does METRO Markets provide packaging material?

METRO Market does not provide any packaging material. 

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How can I cover the shipping costs?

The shipping costs must be included in your sales price. 

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If my customer sent me the money directly instead of RatePay, what should I do?

If your customer sent you the money directly (e.g. based on your bank details in the invoice), please transfer the money back directly to RatePay using the following bank details:

IBAN: DE50100400000201630100
BIC: COBADEBBXXX
Bank: Commerzbank AG Berlin
Recipient: RatepayGmbH Purpose
: RatePay-ID <XXXXXX>

The Ratepayer-ID can be found in the confirmation email that you receive after placing an order. If you no longer have the email, please contact our seller support: seller@metro-marketplace.eu or call us at +49 (0) 211 959853-82.

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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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How can I add shipping details to the order or product?

You can add the tracking ID and the sender to an order or a product. This can be done after you have started processing the order and set the order status to Shipped.

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How can I share the invoice for an order with the customer?

You can upload invoices for the product as soon as you have started processing the order. For instance, after you changed the order status to Confirmed. Once an invoice has been added, the customer can download it from their account. 

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How can I contact the customer via the Seller Office?

To contact the customer via Seller Office, open the desired order in the seller office. 

Now click on the new button "E-mail to the buyer" to send the customer an e-mail directly.

An integrated email application will appear with the buyer's email address. The customer's email address remains fully encrypted for data protection reasons so that you or your customer cannot see the other's original email address.

It is also possible to copy the encrypted e-mail address of the customer in order to be able to use it directly in your e-mail system. You can only send emails from the registration email address. If you want to add another email address to contact your customers, please inform the Seller Support team.

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Upload and content of customer invoices

Customer Billing:

In order for the customers to receive invoices, we ask you to upload them to your Seller Office. 

We recommend that you remove your payment details from your invoice template so that the customer does not pay the invoice amount directly to you.

If you use our software partners magnalister, plentymarkets, unicorn 2 or DreamRobot, you can transfer the invoice to us directly from the system. 

You are also welcome to take a look at our video tutorial (only in German). Here we give you tips on how to manage orders in your Seller Office and upload your customer invoice. 

For RatePay Invoice and Direct Debit payment methods, the content for creating your invoice to the customer is available in your Seller-Office. If you upload your invoices manually in your Seller-Office, you can simply copy and paste the text we provide for this into the customer invoice. This will make it easier for you to create the customer invoice, allowing you to provide it to the customer faster.

To do this, simply click on the Details section within your order.

Please note that business customers depend on a prompt provision of their invoice. Therefore, we ask you to provide it at the latest after the goods have been shipped.

Here is an overview of the invoice content of the different payment methods

Content of Customer Invoices

Depending on the payment method chosen by your customer, we ask you to provide the following information in your invoices as shown below. You will receive information about the selected payment method in an email, which we will send to you after we have received your order.  


Payment method: PayPal

Thank you very much! We have received your payment.


Payment: Credit Card

Payment details:

Credit card payment method

We received your payment with Thank you.

Payment method direct debit


Payment details:

RatePAY direct debit payment method

The invoice amount of € XXXX.xx will be automatically debited from your account specified in the order process. 

RatePAY will inform you of the imminent collection at least one day before the due date of the direct debit.

The seller has transferred the due purchase price debt from your order, including any ancillary claims, to RatePAY GmbH. RatePAY GmbH is thus the holder of the outstanding debt. You can only make a debt-clearing payment to RatePAY GmbH. The additional terms and conditions and the data protection information of RatePAY GmbH apply:  https://ratepay.com/legal/

Ratepay GmbH

Franklinstraße 28-29 | 10587 Berlin
Telefon: +49 30 339 88 56-0
Telefax: +49 30 339 88 56-10

Geschäftsführung: Miriam Wohlfarth | Luise Linden
Handelsregister: Amtsgericht Charlottenburg (Berlin), HRB 124156B USt-ID: DE 270 098 222 

Payment method purchase on Account:

Payment details:

RatePAY invoice payment method

The chosen payment method: 

RatePAY invoice

Please transfer the due invoice amount to the following account within the next 14 days:

IBAN: DE50100400000201630100

BIC: COBADEBBXXX

Bank: Commerzbank AG Berlin

Recipient: RatePAY GmbH

Purpose: RatePay ID  [RATEPAY ID]

The seller has transferred the due purchase price debt from your order, including any ancillary claims, to RatePAY GmbH. RatePAY GmbH is thus the holder of the outstanding debt. You can only make a debt-clearing payment to RatePAY GmbH. The additional terms and conditions and the data protection information of RatePAY GmbH apply:  https://ratepay.com/legal/

Ratepay GmbH

Franklinstraße 28-29 | 10587 Berlin
Telefon: +49 30 339 88 56-0
Telefax: +49 30 339 88 56-10

Geschäftsführung: Miriam Wohlfarth | Luise Linden
Handelsregister: Amtsgericht Charlottenburg (Berlin), HRB 124156B USt-ID: DE 270 098 222 


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