Marketplace Closure Communication Timeline

Information Communicated: July 30, 2020

Dear Merchant, 

We regret to inform you that the marketplace service, located at rakuten.com/shop and offered to customers and merchants in the United States, will stop taking new orders from September 15, 2020. 

We apologize for any inconvenience this may cause our merchant partners and ask for your understanding in this time of transition. 

Please note that Rakuten will continue to strengthen our strategic focus on Cash Back, advertising and digital content in the Americas and the delivery of these services to our customers and partners is not in any way impacted by the closure of the marketplace. 

Rakuten will work with marketplace merchants to process orders placed prior to September 15 and ensure a seamless transition to direct merchant support for trailing returns and customer service inquiries. Rakuten will provide detailed information to merchants on or before August 14 on the transition plan, including how to retrieve records, when to expect final payouts, and other business closure details. 

On behalf of the Rakuten team, we very much appreciate your support of the marketplace service and appreciate your understanding of the changes at hand. 

Rakuten US Marketplace team

 

Question

 

When will the marketplace be closed?

The Rakuten Americas marketplace service, located at rakuten.com/shop, will stop taking orders from September 15th 2020. Merchant services will continue to be available after this date until the business closes. We will provide more information on the business closure date and the closure plan by August 14.

Will there be any changes to the payout procedure?

All payouts will continue in exactly the same manner as before. If any changes are planned, Rakuten will inform merchants in advance.

How should I handle returns?

Please handle returns as usual. Merchants can continue to use the merchant systems after September 15 until the business is closed. Rakuten will provide more concrete guidance by August 14.

How can I respond to any shoppers if they ask me directly about the planned closure of Rakuten marketplace?

Please forward any enquiry to our Customer Support Team at support@customersupport.rakuten.com

What will happen with any planned marketing activities?

From September 15, 2020, all promotional activity on the marketplace will cease. Fees will not be deducted for cancelled promotional activity.

 

Information Communicated: August 14, 2020

Dear Merchant,

Earlier this month we announced that our United States marketplace service (rakuten.com/shop) will close on September 15, 2020. None of Rakuten’s other operations, including its Cash Back business at Rakuten.com, is affected by this closure.

We are committed to ensuring a seamless transition for merchants as the marketplace ceases operations. The FAQ below should answer most questions. You may also contact us at merchants@marketplace.rakuten.com with questions or concerns.

KEY DATES:
August 19, 2020: Final day for merchant-funded Rakuten Point promotions
September 8, 2020: Last pre-closure payouts issued
September 15, 2020: Marketplace closes. No new orders accepted
September 25, 2020: Last day to ship, update, or cancel orders
October 1, 2020: All support inquiries will be handled by support-merchantmarketplace@mail.rakuten.com
October 30, 2020: Final payouts issued
December 15, 2020: Merchant Portal closes

FREQUENTLY ASKED QUESTIONS

PROMOTIONS, ORDERS, REFUNDS, AND TAXES

How long will marketing support continue to be provided?
Marketing support will continue until the marketplace closes on September 15, 2020.

What is the final date to ship, update, or cancel an order?
• All orders must be shipped to customers or canceled by September 25, 2020.
• We recommend removing SKUs with long lead times that can not be fulfilled by September 25, 2020.
• After September 28, 2020, no tracking information updates are allowed on shipped orders.

How will refunds work?
• With the exception of FTP, you can process refunds per usual until December 15, 2020.
• FTP is currently accessible. We will send you additional details by August 31, 2020.
• UI and Open API refunds can be processed normally through December 15, 2020. After December 15, you must contact Merchant Support at support-merchantmarketplace@mail.rakuten.com.

PAYOUTS & FEES

Will there be a monthly fee for September 2020?
No. Monthly fees are waived for September.

When are payouts processed?
• Your last payout before the marketplace closure will be September 8, 2020.
• To ensure that refunds can be processed and shoppers have a positive experience, your final payout will be held for 45 days after September 15, 2020.

We apologize for any inconvenience this may cause. For additional information, please visit our Frequently Asked Questions page or contact us at merchants@marketplace.rakuten.com.

Sincerely,
Rakuten US Marketplace team

 

Information Communicated: August 31, 2020

 

Dear Merchant,

Due to the U.S. Marketplace closure, FTP access will be ending soon.

Below are the final dates to access FTP folders and submit feeds, as well as key dates regarding Open API and Merchant Portal/UI accessibility.

FTP KEY DATES:

September 15, 2020
New SKU folder access ends
Inventory folder access ends

September 25, 2020
Order folder access ends
Cancellations folder access ends
Fulfillment (Shipment Confirmation) folder access ends

October 29, 2020
Refunds folder access ends

October 30, 2020
Payment folder access ends

OPEN API & MERCHANT PORTAL/UI KEY DATES:

Open API: Refunds available until December 15, 2020
Merchant Portal/UI: Refunds and Payment Report available until December 15, 2020

FULL DETAILS ON THE U.S. MARKETPLACE CLOSURE
If you have additional questions regarding the closure of the Rakuten U.S. Marketplace, please visit the following informational links:
Marketplace Closure Overview for Merchants
Merchant FAQ
Or contact us at merchants@marketplace.rakuten.com.

As a reminder, the Rakuten U.S. Marketplace located at http://rakuten.com/shop is the only service affected by this closure. All other Rakuten products, including its Cash Back business at Rakuten.com, remain open and will experience no change or interruption in service.

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