Subject: Important Holiday Support Updates from Macy's Marketplace
From: Marketplace Communication <[email-masked]>
To: Undisclosed recipients:;
Date: Mon, 25 Nov 2024 23:59:09 +0000

Dear Sellers,

As we approach the busy holiday season, we want to ensure you have the resources and information needed to connect with our team effectively. Below are key updates and reminders for reaching out to Macy's Marketplace support:

Key Updates to Note:

  1.  Help Center - Your first stop for answers to common questions.

  1.  "Contact Us" Cases - Submit cases for tailored assistance.

  1.  NEW: Holiday Escalation Process - Available for urgent issues effective immediately.

  1.  UPDATED: Case Categories - Revised options to help route your inquiries more efficiently.

Help Center
Whenever you have questions, we encourage you to start with our Help Center. It provides instant access to expert-prepared answers for frequently asked topics.

Submitting Cases via "Contact Us"
If your question isn't resolved through the Help Center, you can submit a case via the "Contact Us" link.

  *   Cases are routed to the appropriate team (e.g., your Account Manager, Seller Support, or technical specialists).

  *   Most inquiries are addressed within 2 business days, with expedited responses for urgent issues, such as promotions or pricing.

  *   Submitting cases through other methods, such as email, may result in delays and could prevent your inquiry from being addressed within the standard 2 business day timeframe.

  *   Please note: Do not use Mirakl messaging for support inquiries, as these messages are not monitored by our team.

NEW: Holiday Support Escalation Option
Macy's Marketplace has launched a new Support Escalation option in the Seller Help Center. This feature is reserved for:

  *   Time-sensitive emergencies (e.g., live site pricing issues).

  *   Follow-ups on delayed responses beyond the expected timeframe.

To ensure timely assistance, we kindly ask that this option be used exclusively for urgent matters. All other inquiries should follow standard support procedures.

UPDATED: Case Categories
We have updated some "Contact Us" case options to streamline issue resolution. Below are the changes:
Previous Option
New Option
Integration
Change or develop your integration with Mirakl
New Item Setup
New / Unpublished Item Setup
Live Item Content Updates
Published Item Content Updates
Shipping/Fulfillment
Shipping/Fulfillment/Order Acceptance
Returns/Refunds
Returns/Refunds/Cancellations
Owner/VDF to MP Transfers
Moving between 1st party and 3rd party

We appreciate your partnership and are committed to supporting you during this important time of year. Should you have any questions, please don't hesitate to reach out.

Warm regards,
Macy's Marketplace Team