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How to provide exceptional customer service on Macy’s Marketplace


Whether you’re a seasoned retail professional or just starting your career in the industry, we all know that customer satisfaction is the key to success. As one of the most iconic department stores in the world, Macy’s has a reputation for delivering top-notch experiences to its customers. So If you’re selling on Macy’s Marketplace, then you’ll need to match their high standards to succeed.

In a competitive marketplace like Macy’s, outstanding support sets you apart from competitors and can be a game-changer in capturing attention. Satisfied customers are not only likely to become repeat buyers but also serve as advocates, recommending your brand to others. Investing in top-notch customer service is a strategic move that enhances customer satisfaction and contributes to increased sales conversions.

In this article, we will explore the challenges of providing customer support on Macy’s Marketplace and how to overcome them. So let’s dive in and discover how you can leave a lasting impression on your customers by going above and beyond their expectations! 

The challenges of providing customer support on Macy’s Marketplace

Navigating a diverse customer base on Macy’s Marketplace requires a nuanced approach to address varying needs and expectations. Sellers must be adept at tailoring their customer support strategies to cater to a wide range of preferences, ensuring a personalized and satisfactory experience for each shopper.

Macy’s ships to 200 locations worldwide, and the global nature of business means addressing language differences. According to Common-Sense Advisory (CSA) 75% of respondents say that they’re more likely to buy the same brand again if customer care is in their language. Therefore, implementing efficient translation services or the establishment of multilingual support teams is vital to ensure that customer inquiries from diverse regions receive clear and accurate assistance.

Adhering to Macy’s customer service policies is also paramount for maintaining a consistent and trustworthy customer support experience. Failure to comply could put your business at risk of being suspended as a seller on Macy’s marketplace. Challenges often arise when marketplace Service-Level Agreement (SLA) requirements differ from your standard policy, so It’s important to have processes in place to ensure your team keeps on top of marketplace-specific customer support requirements. Key customer support requirements for Macy’s marketplace includes;

  • Delivered on time percentage: Sellers are expected to maintain a delivered on time percentage of at least 95%.
  • Customer questions: Sellers are required to respond to customer questions within 24 hours.
  • Maximum delivery time: The maximum delivery time for standard shipping is 10 days.
  • Shipping requirements: Sellers must provide tracking information for all orders and are responsible for shipping costs.
  • Product requirements: All products sold on Macy’s must meet their quality standards and be accurately described in the listing.
  • Prohibited items: Certain items, such as counterfeit goods and weapons, are prohibited from being sold on Macy’s

Deep dive -> How to sell on Macy’s Marketplace

How to provide exceptional customer support on Macy’s Marketplace.

eDesk is the only helpdesk solution that natively integrates with Macy’s to seamlessly streamline and scale your marketplace support. By servicing your Macy’s marketplace customers via eDesk, you can consolidate messages, orders, and essential information from all your sales and communication channels in one centralized platform, streamlining your Support Team’s workflow. 

Centralized support for Macy’s and everywhere you sell.

eDesk provides your team with a unified smart inbox that consolidates queries from Macy’s, plus all other sales and communications channels. Use eDesk’s smart inbox to effectively manage SLAs on Macy’s and prioritize support by categorizing tickets into expiring SLA, pre-sales queries, complaints and more, so you never miss an opportunity to satisfy your customers and meet Macy’s customer support standards.

eCommerce data built in to every support ticket

Equip your agents with the context needed to provide quick and informed responses with all customer and order data automatically attached to each eDesk ticket that originates from Macy’s.

Seamless internal and external collaboration for issue resolution

Resolve customer issues quickly with automatic ticket creation in eDesk when an incident is raised in Mirakl Connect. You’ll even have flexibility to message either the customer, marketplace operator, or both directly within the eDesk ticket to resolve issues efficiently, with one central thread of communication.

AI Automation that supports personalized and efficient customer support 

Leverage built-in AI automations to create prompt, personalized responses in eDesk.

Create  message templates for each query type and insert smart snippets to autopopulate relevant customer order data into your response. You can even configure message rules to automatically respond to customers with your predefined message templates, without the need for agent intervention. eDesk’s AI powered auto-translate feature can also help you to support a global audience, improving your ability to communicate with sellers on Macy’s and other sales channels with no need to employ foreign language speakers.

Measurable Insights into marketplace support performance

Utilize comprehensive reporting features to analyze support performance on Macy’s and other channels. Analyze which support agents, channels or products are causing performance issues in sales or support and make data-driven decisions, to enhance overall efficiency.


Excelling at Macy’s as an eCommerce seller is extremely achievable by prioritizing effective customer support. Smart language detection, timely responses, efficient issue resolution, and proactive monitoring of customer feedback are all crucial elements for sustaining a positive seller account in the competitive Macy’s marketplace.

To optimize customer support on Macy’s, we recommend leveraging eDesk, the only helpdesk solution that is natively integrated with Macy’s marketplace. eDesk consolidates messages, orders, and essential information from all channels in one platform, and uses smart AI-powered automation to streamline your support team workflows. Embrace the power of Macy’s and eDesk for a comprehensive and efficient eCommerce experience that ensures both marketplace success and customer satisfaction.