We take over full customer service on eMAG — across 4 CEE markets, in RO, BG, HU, and PL. One contract, one partner, complete coverage. 365 days a year.
eMAG is the leading e-commerce platform in Central and Eastern Europe — with its strongest footprint in Romania (emag.ro), and also operating in Bulgaria (emag.bg), Hungary (emag.hu), and Poland (emag.pl). Sellers gain access to millions of active shoppers across the region.
Marketplace365 supports eMAG sellers across every product category — on all 4 CEE markets, in the local language.
Questions about specifications, accessory compatibility, warranties, and service. Electronics is eMAG's flagship category — buyers expect precise, technically accurate answers in their own language.
Inquiries about dimensions, assembly, compatibility, and delivery conditions. This category generates a high volume of logistics inquiries and returns — especially for large-format furniture deliveries.
Complex technical questions about specifications, installation, and warranty service. A wrong answer generates costly returns on large appliances — precision in customer service is critical here.
Questions about safety, EU certifications, and age standards. Parents are especially demanding — they expect precise answers about product safety and compatibility, in their language.
Size selection, technical specs, and seasonality. This category requires product knowledge and familiarity with local preferences across each of the four CEE markets.
A broad assortment of everyday items, beauty, health, and automotive products. High message volume across four languages simultaneously demands a well-organized, scalable support model.
Marketplace365 supports sellers across all eMAG platforms — emag.ro, emag.bg, emag.hu, and emag.pl — in every buyer's local language.
We support sellers on every eMAG platform — in the local language, with knowledge of the specific requirements of each CEE country.
A buyer in Romania writes in Romanian, in Bulgaria in Bulgarian, in Hungary in Hungarian. Machine translations are not enough — buyers expect native communication in their language, with locally appropriate tone and cultural context.
Each eMAG market operates under a different legal framework. Return periods, complaint procedures, and refund rights differ between Romania, Bulgaria, Hungary, and Poland. Our agents know the local rules and handle returns in compliance with applicable law in each country.
eMAG runs intensive sales campaigns — especially Black Friday in Romania, which is one of the biggest e-commerce events in CEE. Message volume spikes sharply. Marketplace365 scales coverage ahead of and during campaigns, protecting your seller account metrics.
Sellers active on multiple eMAG platforms simultaneously face the challenge of coordinating support in four languages. Marketplace365 manages communication across all active platforms — one point of contact, one consolidated report.
Onboarding takes just a few days. We start with a review of your eMAG markets and categories — no commitment required.
We review your product categories, target markets (emag.ro, emag.bg, emag.hu, emag.pl), message volumes, and most frequent inquiry types. We identify where your team spends the most time on multilingual support and which areas are best suited for external handling.
We agree on exactly what we handle — pre-purchase questions, delivery communication, returns in line with local regulations, complaints, refunds, or seasonal campaign coverage. We also establish clear escalation rules and tone of voice for each market.
We build a working model aligned with your processes and begin handling customer communication across your active eMAG platforms. As your sales volume or number of active markets grows, the scope of support can be adjusted accordingly — without renegotiating the entire agreement.
| Aspect | eMAG | Amazon | Bol.com |
|---|---|---|---|
| Best fit | Electronics, Home & Garden, General Merchandise — CEE markets RO, BG, HU, PL | Broad categories, cross-border EU sales, FBA/FBM, global reach | Netherlands and Belgium — home, electronics, toys; strong local market |
| Typical CS challenges | Multilingual support across 4 markets, local return regulations, CEE specifics, campaign peaks | Account Health, A-to-Z claims, suspension risk, escalation procedures | Dutch and French language requirements, Bol.com service standards, return rates |
| How MP365 helps | Dedicated multilingual support in RO, BG, HU, PL — covering all eMAG regional platforms, 365 days | 24h support in 7 languages, telephone escalations to Amazon Seller Support | Localized support in Dutch and French, aligned with Bol.com seller requirements |
| Specialization | Knowledge of CEE markets — Romanian, Bulgarian, Hungarian, and Polish consumer behavior, regulations, and cultural expectations | Expertise in Account Health policies and Amazon EU escalation procedures | Familiarity with Bol.com seller requirements and NL/BE consumer law |
Yes. Marketplace365 provides customer service in all four languages used across eMAG's regional platforms — emag.ro, emag.bg, emag.hu, and emag.pl. Support can be activated for one market or all four simultaneously, depending on where you are active.
Yes. We can support specific areas of communication rather than the full scope — for example, pre-purchase inquiries, return handling, or post-sale follow-up. The scope is defined together based on your needs, message volumes, and internal processes. There is no requirement to hand over all communication from day one.
Yes. For product categories such as electronics, home appliances, and IT hardware — which are among eMAG's strongest categories — we can handle recurring technical inquiries based on product documentation, technical sheets, and agreed response templates built during onboarding.
Yes. We manage return and withdrawal communication in line with local consumer protection regulations applicable in Romania, Bulgaria, Hungary, and Poland. We also handle communication related to damaged goods, missing items, and refund status — minimizing risk of escalations and disputes.
Yes. eMAG's Black Friday campaign is one of the largest e-commerce events in Romania and drives significant volume spikes across all regional platforms. Marketplace365 can scale support capacity ahead of and during high-volume periods so your response times and seller ratings are not affected.
Yes. Marketplace365 support is available year-round, including weekends and public holidays — which differ across Romania, Bulgaria, Hungary, and Poland. This is particularly relevant for sellers operating across all four markets simultaneously, as holiday calendars do not overlap.
Yes. Many sellers start with Romania and expand to Bulgaria, Hungary, or Poland as their business grows. We can support a single market initially and extend coverage to additional eMAG platforms as needed — without renegotiating the entire contract.
Let's talk about the Marketplace365 model. 30 minutes — no commitment.
Tell us about your eMAG markets, product categories, and order volume. We will prepare a proposal tailored to your scale and number of active CEE markets.