032 Ventures/Seller Center
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Shipping and orders

Before your first product goes live, set up shipping. After that, orders run in your usual system or in the Seller Center, depending on whether you are connected via Shopify.

Setting up shipping

In the Seller Center under Operations (Regions, Shipping costs, Delivery times) you define three things. Everything you save there is picked up by the marketplaces within two minutes.

  • Regions. A region is a group of countries you ship to on the same terms (for example "Germany", "EU", "Worldwide"), entered as country codes such as DE, AT, CH. The marketplace looks for the region that matches the customer's delivery address. If it finds none, no order can be placed from there. A region with the placeholder for "all other countries" catches everything you have not listed individually; without it you ship only to the countries named.
  • Shipping costs. One or more rates per region, tiered by order value or weight. "Free shipping from €50" is a second rate with price 0 and a minimum order value of 50.
  • Delivery times. Working days from dispatch, as a range. The figure appears at checkout and on the product page. It is a promise to the customer, not an estimate. If you leave it empty, nothing is shown at checkout; that is allowed, but it looks non-committal.

If you have already set up shipping in Shopify, take it over with one click ("Import from Shopify") instead of retyping it. Regions you created yourself remain untouched.

Two traps the Seller Center warns you about:

  • Without a region, the marketplaces charge zero shipping. The purchase still goes through, and the shipping costs stay with you. That is why completing the setup requires at least one region. Keep it afterwards too: without a region the marketplaces charge zero shipping again.
  • Rates where the carrier calculates the price (possible in Shopify) do not work on the marketplaces; shipping would be free there. Enter a fixed amount.

Packaging register per destination country

Packaging is subject to extended producer responsibility in every destination country: you have to register in that country's producer register before you send goods there. In Germany the register is called LUCID, in France identifiant unique.

In the Seller Center under Operations ▸ Regions you enter your registration number per country. As long as no number is on file for a country, the marketplaces block shipping there: your goods cannot be ordered with a delivery address in that country. This is not an interpretation, it is what the marketplace agreement says (§ 3 (3)).

Three things that come as a surprise:

  • The region for "all other countries" drops out entirely while a number is missing. No single country can be taken out of such a region, so it does not apply until every number is on file. Until then you only deliver to the countries you named explicitly. If you want to sell again sooner, name the countries individually instead of using the placeholder.
  • We do not verify the number. There is no public official lookup for it. We store what you declare, together with the date of your declaration. Responsibility for its correctness stays with you.
  • For existing brands the block takes effect on 9 December 2026. Until then nothing changes for your shipping. The date is shown on the page; brands that register later need the numbers straight away.

A number you file takes effect within a few minutes: the marketplaces pick up your regions again and the country can be chosen once more. Removing a number works just as fast in the other direction.

Handling orders

What an order triggers technically is described under What an order triggers. For your day-to-day work this means:

  • With a Shopify connection, every order appears in your Shopify store, with delivery address and line items. You ship there as usual. As soon as you mark the order as fulfilled in Shopify, the marketplace picks up the tracking number and status automatically and shows both to the customer.
  • Without Shopify, you handle the order in the Seller Center under Orders: you see the line items and delivery address, ship, and report the order as dispatched with "Mark as shipped". Tracking number and carrier are optional; without a number the customer only sees "shipped", with no tracking. Both can be added later, and an empty field deletes nothing.

Under Orders you see the orders of all marketplaces in one list, each with its marketplace. You filter by marketplace and by state (all, open, shipped). The page loads address and items only when you expand an order. If a marketplace does not respond right now, the list says which one, and the list is then incomplete.

Cancelling. You take back a paid order in the Seller Center with "Cancel order", always in full, with an optional reason that goes to the customer. If the goods are not yet on their way, the refund is issued immediately. If they have already been shipped, we ask the customer to return them, and you confirm receipt with "Return has arrived"; only then is the refund issued. What happens to your payout in that case is described under Returns, cancellation, withdrawal.

Customer enquiries

Complaints from your customers about an order (for example damaged or missing goods, returns) arrive in the Seller Center under Support, from all marketplaces in one list; the page loads a ticket's history when you open it. A ticket that is waiting for you is marked as such. Your reply goes out as an email in the customer's language, and which actions you are offered depends on the type of enquiry. The marketplace can take over a ticket; it then replies to the customer, and you see that on the ticket. What we expect from you with customer enquiries is described under Guidelines for brands.

Stock

With a Shopify connection, your stock per variant comes automatically from your store and is only displayed in the Seller Center under Stock, not edited. Your store remains the single source of truth; an entry here would be overwritten by the next sync. Low stock is highlighted.