Subject: Important Update: New Marketplace Customer Resolution Policy Now in Effect
From: Macy's Marketplace <[email-masked]>
To: [email-masked]
Date: Mon, 17 Nov 2025 15:14:01 -0500 (EST)

Email from Macy's Inc.   Dear Marketplace Sellers,   We’re excited to introduce a new enhancement to our existing Marketplace Returns Policy that’s designed to create a more consistent and customer-centric experience across Macy’s Marketplace.   Effective immediately, Price Adjustments, Partial Refunds, and Reshipments/Replacement Parts are now available as approved resolution options for Macy’s Marketplace orders, enabling faster, more flexible solutions for customer concerns without requiring a return.   Note: Price adjustments are available in 47 states, excluding New York, Rhode Island, and Massachusetts for clothing & footwear items $110 or more.    Why This Change Benefits You   By adopting these new resolution options, you can: Retain more revenue by resolving issues quickly and preventing returns. Reduce operational costs from unnecessary returns and restocking. Boost seller performance metrics through higher satisfaction and fewer escalations. Build stronger brand credibility as part of Macy’s customer-first approach     What’s Changing   Under the new policy, sellers must: Follow standard resolution limits and eligibility criteria (see below). Expanding our Macy’s owned policies to marketplace How to Process in Mirakl   All actions must be logged within Mirakl for transparency and tracking.   When resolving a case, please reference knowledge article for further instructions: Price Adjustments and Reshipments Guide.  All resolution options must be provided to the customer within 48hrs of the incident being opened.   What This Means for You   This policy empowers you to resolve customer concerns faster and more effectively— improving satisfaction and loyalty — while aligning your business with Macy’s customer experience standards.   If a Macy’s Customer Service representative initiates a resolution — such as a price adjustment or partial refund — after a customer contacts Macy’s directly, sellers are required to honor those resolutions within the maximum adjustment and refund limits outlined in this policy. This ensures a seamless, consistent customer experience.   Next Steps   Review the full Marketplace Customer Resolution Policy (attached). Ensure your teams are familiar with the new processes Start using these options whenever appropriate to quickly resolve customer concerns and reduce returns. These resolution options are now available for use as needed. If Macy’s Customer Service initiates a price adjustment or partial refund for a customer, it must be honored within the policy guidelines.   Legal Terms   All resolution options described in this communication are subject to the On-Line Marketplace Seller Agreement and the Marketplace Policies, including all seller obligations regarding product safety, compliance with Applicable Law, and customer service requirements. Nothing in this notice amends or modifies the Agreement or Marketplace Policies. In the event of any conflict, the Agreement and Marketplace Policies will control.   Sellers remain solely responsible for the safety, compliance, and proper functionality of all Merchandise and any replacement parts, reshipments, or partial-refund resolutions provided under this policy. Any such resolutions must comply with all applicable federal, state, and local product-safety laws and must not introduce new or additional safety risks. Replacement parts may only be used for non-safety-critical issues and must not affect the structural integrity, stability, functionality, or safe operation of the Merchandise. If an issue involves a potential safety hazard, defect, performance failure, or any condition that may trigger regulatory reporting or recall obligations, sellers may not use replacement parts and must instead follow the standard return/refund process and meet all applicable legal and reporting requirements.   All seller warranties, product-safety duties, recall responsibilities, and indemnification obligations under the Agreement—including Section 5 (Warranties) and Section 7 (Indemnification)—continue to apply in full to any resolutions issued under this policy.   For questions or implementation support, please reach out to our Support Team by opening a case in Seller Success Center or Seller Help Center.     Thank you for your continued partnership in delivering a consistent, high-quality experience for every Macy’s Marketplace customer. Together, we’re creating a faster, more efficient, and customer-focused Marketplace.   — The Macy’s Marketplace Operations Team    Macy's Inc. | 151 West 34th Street | New York, NY 10001 US Unsubscribe | Update Profile | Constant Contact Data Notice