Home » Important information on the impact of COVID-19

 

Dear Customers,

Together with our business partners, we are working intensely to ensure that you can continue to place orders safely on our marketplace. We want to support you and your team in working from home with our free e-procurement workflows and a wide selection of office IT products. But these are unprecedented times and as a marketplace with one of the broadest B2B coverage in Europe, the economic effects of COVID-19 are becoming increasingly noticeable in our supply chains.

We have anticipated some changes to ensure that we can provide you with the best possible service.

Delivery address & goods received
To enable successful delivery, please specify the correct address and that goods can be accepted at the new delivery location. We are forced to reserve the right to charge you in the case of particularly high costs arising due to failed delivery attempts.

Please help us by avoiding unnecessary returns where possible as it stops us from delivering orders where they are urgently needed.

Inventory & delivery times
We are in constant contact with our suppliers which helps us maintain up to date stock availability and delivery times on our marketplace. We kindly ask you not to call customer services regarding product availability as they are limited to the same information as presented online.

We are genuinely sorry that despite all our efforts, delivery times are longer than we’d want and on occasion orders may be cancelled. Cancellations may occur when multiple customers place orders for the same product simultaneously.

We will continue to do everything we can to provide you with the best possible support in these challenging times.

Your Mercateo Customer Service

Frequently Asked Questions

Is Mercateo still receiving visitors?
To avoid the further spread of COVID-19, we have stopped all face-to-face meetings. This includes our visits to companies and meetings held at our premises. In most cases, meetings can still take place virtually or over the phone.
Can I become infected with COVID-19 from a parcel received from the Mercateo marketplace?
The World Health Organization (WHO) published the following statement: “It is not certain how long the virus that causes COVID-19 survives on surfaces, but it seems to behave like other coronaviruses. Studies suggest that coronaviruses (including preliminary information on the COVID-19 virus) may persist on surfaces for a few hours or up to several days. This may vary under different conditions (e.g. type of surface, temperature or humidity of the environment).
What can I do to best protect myself and others when receiving parcels?
WHO recommends to “clean surfaces with a simple disinfectant to kill the virus and protect yourself and others. Wash your hands thoroughly with soap and water. Avoid touching your eyes, mouth, or nose.”
Can I change the delivery address to my home address or another location?
Yes, simply enter the address of your current location for your orders to reach you directly. You can update your address in the menu bar under “My Mercateo”> Profile> Addresses.
Why can’t I see the option to edit an address when I preview my order?
Only administrators are authorised to edit an address in the order preview. Please contact your administrator to do so.
As an OCI customer, how can I edit an address?
If you are connected to Mercateo via OCI, please change the delivery address in your ERP system. Please make sure that you update the full delivery address.
Will my delivery be delayed because of COVID-19?
There’s a possibility that your order will arrive later than expected. This is especially the case for protective/safety articles since suppliers are coping with shortages and/or bottlenecks. In addition, delivery services are now also busier than usual, because a lot of orders are placed over the internet.
Why can’t I find certain products that are normally on the marketplace?
Some products and categories are selling out faster than others. We are continually updating stock levels and delivery times by staying in touch with our suppliers. To avoid disappointment at checkout, we hide products that we know are no longer available from search results.
How is Mercateo able to provide its services?
Our teams all over Europe are equipped with the digital tools to continue assisting you from the safety of their home offices. Even when forced to work at a distance, we remain an agile and collaborative bunch with a human touch.