Your contacts
Use the contact section in your seller account. From there you can send a request on any topic, and it will go to the right team.
For commercial matters, such as terms of cooperation or expanding your assortment, contact the Rozetka manager who helped you get started. For technical, financial and all other questions, use the contact section in your seller account.
Getting help
In your seller account, open the correspondence with Rozetka and create a new request. Choose the topic that best fits your question, describe the problem and attach screenshots or files if they help. Put everything in one message, because several short messages slow down the reply.
Requests are handled in the order they arrive. You'll usually get a reply within one working day, although more complex issues can take longer. If your issue hasn't been solved within 3 days.
Send a request through the contact section in your seller account. Describe what isn't working and attach screenshots, so that the team can find the cause faster.
If the problem stops you from updating your stock, mark the affected products as out of stock in the meantime. This way you won't receive orders you can't fulfil.
Disputes & escalation
No. You are the seller, so disputes with customers are between you and them. The customer chat in your seller account is the best place to agree on a solution and keep a record of it.
Contact us through your seller account or get in touch with the Rozetka manager who helped you get started. When a store is blocked, you receive a message explaining why and what needs to change.
If the block is due to low performance, for example too many cancelled orders, send us a short plan of what you'll change. If the plan makes sense, we unblock the store.
Account changes
Send a request through the contact section in your seller account, with the details you'd like to change.
To take a break, for example for a holiday or a stocktake, add an absence period to your working schedule in your seller account. Your store will be paused and your products shown as out of stock until the date you set.
To stop selling for good, you need to end your contract with Rozetka EU. Either side can do this with 30 days' written notice, without giving a reason.