Q: What are the advantages of an integration with heyconnect in comparison to a standalone integration with a platform?

Speed and scaling : With heyconnect you have the possibility to connect your products to more than 50 marketplaces within 3 months - even without your own technical interface and with only one contact person. In addition, we are continuously expanding our extensive portfolio of marketplaces. Cost savings: heyconnect allows you to connect on numerous platforms without having to invest in technology, without spending a lot of time and without having to build up resources and skills. Quality edge: We are experts and have been in the platform business for 15 years. This means we can run this complex business more effectively in all areas, from logistics to content creation, than a brand that has to experience this learning curve itself.

Question 1

What are the advantages of an integration with heyconnect in comparison to a standalone integration with a platform?

Accepted Answer

Speed and scaling: With heyconnect you have the possibility to connect your products to more than 50 marketplaces within 3 months - even without your own technical interface and with only one contact person. In addition, we are continuously expanding our extensive portfolio of marketplaces.

Cost savings: heyconnect allows you to connect on numerous platforms without having to invest in technology, without spending a lot of time and without having to build up resources and skills.

Quality edge: We are experts and have been in the platform business for 15 years. This means we can run this complex business more effectively in all areas, from logistics to content creation, than a brand that has to experience this learning curve itself.

Question 2

With whom do I enter a contractual relationship as a brand?

Accepted Answer

The contractual relationship exists only with heyconnect – we in turn hold the contracts with the platforms. A commission business arises between the partner and heyconnect. Heyconnect is merchant of record on the platforms.

Question 3

How long is the contract period?

Accepted Answer

The contract is concluded for an indefinite period with a minimum term of 12 months, beginning with the month of signing. After the first 12 months, the contract may be terminated by either party with three months' notice to the end of the month.

Question 4

Does heyconnect have more favorable platform commissions compared to a direct connection?

Accepted Answer

Normally, heyconnect has more favorable commission rates due to the strategic partnerships with the platforms. However, if a brand receives better conditions through direct contact with a platform, we can adopt these for the respective brand and take them into account for the billing. Please contact your partner manager for this.

Question 5

What does it mean to work with heyconnect in terms of a commission business?

Accepted Answer

We have set up the commission business in accordance with commercial and VAT law. We separate the commission relationship (internal relationship - heyconnect to partner/commission agent) and the execution business (external relationship - heyconnect as commission agent to the platforms/end customers). The background of the transaction is that it is in the name of heyconnect and for the account of the partner. Therefore, we are the external contracting party for sales and therefore also the invoicing party ("in the name of heyconnect"), while the economic benefit accrues to the principal ("for the account of the partner").

Question 6

What does it mean that heyconnect is "Merchant of Record"?

Accepted Answer

Heyconnect is a contractual partner to the outside for sales and therefore also an invoicing party.

The contract with the marketplace is concluded by heyconnect.
heyconnect acts as a seller on the marketplaces.
All financial transactions as well as contacts go through the seller heyconnect.

Therefore, it is important to know: It is not apparent to anyone, at any point in the process, that the brand is acting as a principal.

Question 7

What are the basic processes in the collaboration?

Accepted Answer

The brand transmits text and image content to heyconnect.
heyconnect creates the article data in the system.
This is followed by a delivery notification from the brand. heyconnect releases the delivery and the goods are shipped.
The storage and article activation takes place.
heyconnect transmits the article data and inventories to the platforms.
The platforms put the articles online.
The platforms report the orders received to heyconnect.
heyconnect handles the platform sales logistically - by shipment to the end customer or collective deliveries to the platforms, which in turn supply the end customers.
If the end customers return the shipped goods, heyconnect takes over the returns handling.
The brand receives a monthly statement.

Question 8

Can I use the customer data of the end customers?

Accepted Answer

Due to the DSGVO, unfortunately no customer data may be transmitted.

Question 9

Which items are excluded from sale via heyconnect? (Real fur etc.)

Accepted Answer

For a complete list of prohibited materials, please refer to our "Do's and Dont's" guide. You can find the "Do's and Dont's" in our partner portal as well as on the onboarding landing page Content.

Question 10

Are subsequent adjustments to the content, titles or images possible? If so, how quickly are these implemented?

Accepted Answer

Subsequent changes are possible in principle but lead to additional work for you, the platforms and us. Therefore, we advise to handle the maintenance of the importer template or the image transfer carefully.

Should a change nevertheless be necessary, we need an overview of the change request. We have to correct this manually in the system on our side but also pass it on to the platforms, since the "non-movable data" (= everything except the prices and quantities) are not automatically overwritten and corrected. Manual effort on the platform side is required for the correction. Depending on the channel, it takes up to ten working days for the change to be displayed online.

We ask for your understanding that subsequent changes to already imported articles will be charged with 65 €/hour according to the contract.

Question 11

Why is the same content not played out on all platforms? (Long texts, bullet points)

Accepted Answer

Each platform plays out the item data according to their own condition. While Otto requires long texts, Zalando does not. Some differentiate between different color tones (e.g. navy, azure), while others only display the parent colors (e.g. blue). This results in your items being displayed differently on each platform. We have no influence on the display of the content on the platforms.

Question 12

I can't find the right category for my product in the importer template - how do I proceed now?

Accepted Answer

If you are missing product types or characteristics in the importer template please submit them to us using the "Data model extension" form. We are happy to add further product groups. However, please understand that the addition of new product types can take up to four weeks, as each individual platform must be checked for the respective requirements of the corresponding product group. The creation of a new data model is a free service.

Question 13

Can I tag my articles with "sustainability"? Are there other tags?

Accepted Answer

Some of our platforms can display certain tags, such as "sustainability", on the product. If there are certificates for your brand that you would like to display please find out about the existing possibilities in our certification guide. You can find the guide in our partner portal as well as on the onboarding landing page Content.

For the display of the tag "Sustainability" it is mandatory to fill out the corresponding sustainability template and submit it to heyconnect via the form "Sustainability". In addition, we require the original sustainability certificate as a pdf file with the upload. heyconnect then transmits the evidence and data bundled to the platforms and asks for the display of the corresponding tag. An automatic playout by the platform is not possible.

General note: If you cannot provide proof of official certifications, no references to this may be made in the text content. The platform will only support the display if we can provide them with proof.

In addition to the Sustainability tag, the "Plussize" or "Premium" tag can also be added. In this case, the first two requirements do not apply.

Not all platforms are able to play out these tags. Please feel free to contact us about this topic.

Question 14

Are there any restrictions or character limitations in the importer template that need to be taken care of?

Accepted Answer

Yes, depending on the type of content there are the following limitations:

Extended text: 750

Bullet Points: 50

Title: Combination of column B + column C + column N + Brand Code = 94 characters

Manufacturer article number: max. 20

Color name: max. 20

Proper name: 50

Question 15

What is a customs tariff number and why is it important?

Accepted Answer

The customs tariff number is relevant for shipping abroad. It indicates the type and material of the product. We need this number in 8-digit format. You can find more detailed information at zolltarifnummern.com.

Question 16

How are the individual columns of the importer template to be understood?

Accepted Answer

A detailed representation of the columns including their meaning can be found in the importer template in the second spreadsheet (Anleitung - Text).

Question 17

Is the structure of the importer template fixed or can I still change it? Can I delete irrelevant columns or leave them empty?

Accepted Answer

Yes, the structure of the importer template is fixed. Deleting columns prevents a successful import because the data structure is predefined. All columns are to be filled in from left to right, as with the help of all information no additional work is required even in the case of subsequent platform approvals. The attribute 'Special features' can be left empty as the only attribute if no value from the drop-down menu is suitable. The rest must be filled in completely and no attribute must be left empty.

Question 18

Can I have subsequent changes imported free of charge through the importer template?

Accepted Answer

Unfortunately, subsequent changes are associated with a manual effort. Once an article is created it is "frozen" and adjustments must be made manually. The importer template can only be used to transfer the information to be adjusted. The desired changes must be marked in color so that the transfer is possible.

We ask for your understanding that subsequent changes to already imported articles will be charged with 65 €/hour according to the contract.

Question 19

What is the composition of the titles on the platforms?

Accepted Answer

Platforms use different components to assemble their titles. You can find a title configurator in our "Do's and Dont's" for the importer template. You can find the "Do's and Dont's" guide in our partner portal as well as on the Content onboarding landing page.

Question 20

Does heyconnect also translate content for foreign platforms?

Accepted Answer

First of all, it is not necessary for all foreign platforms to transmit foreign-language content. For example, Zalando, AboutYou, and Amazon translate the text content themselves albeit in a somewhat minimized form.

The only platform that requires foreign language text content is bol.com. Dutch translations of the product titles as well as the product descriptions are required for a Go Live. The translations must be provided to us on an EAN basis as a CSV file. You can download a corresponding translation template in the partner portal or on the onboarding landing page Content. You can then send the completed file to your onboarding or partner manager.

Question 21

If I provide my article data using the English importer template and ask heyconnect to translate it into German, are the translations of the keywords also covered in the cost of 5€ per style?

Accepted Answer

Yes, the translation of keywords is covered in the cost.

Question 22

Is there a problem with the size grid for double sizes?

Accepted Answer

No, if the correct size grid is selected there is no problem.

Question 23

In which unit are dimensions specified?

Accepted Answer

Unless otherwise noted in the importer template centimeter specifications are used.

Please leave a space between the value and the unit of measurement (e.g. "60 cm" not "60cm". The weight must always be specified in kg.

Question 24

Is there a difference between handle(s) and shoulder/carry strap for bags?

Accepted Answer

Handles are usually short, not removable and often not adjustable in length as with handle bags, hobo bags and shoppers. Shoulder straps (or shoulder straps) are rather long, adjustable in length and can often be removed.

Question 25

Where can I find the latest version of the CSV importer template?

Accepted Answer

The importer template must always be downloaded from the partner portal or the onboarding landing page BEFORE filling in. The importer template is adapted to the requirements of the marketplaces regarding categories and attributes in a rhythm of two weeks. To ensure a successful and complete import it is mandatory to use the latest version. Outdated versions cannot be imported.

Question 26

Where can I find help if I have questions about filling out the importer template?

Accepted Answer

In our partner portal we have uploaded several videos that explain how to fill in the importer template step by step. The content of the videos relates to the different sections of the importer template. The videos can be clicked on as often as you like and will help you filling in the template.

Question 27

Which formats do the logos need to have?

Accepted Answer

There are different format requirements depending on the channel:

Zalando: jpg or png
Sports check: ai
Van Graaf: eps
Görtz: eps
Otto Market: formats: eps, png or jpg, logos in png and jpg formats must be at least 1000 pixels wide
Douglas: 2 logos - 130 x 35 px (JPG) and 184 x 49 px (JPG)

Question 28

Can I outsource the production of the images to heyconnect?

Accepted Answer

Yes, it is possible to have images produced via heyconnect. Together with a service provider we create image sets that meet all the requirements of the platform. However, this is only an optional solution. In cooperation with our content team we will be happy to determine the most straightforward and cost-effective option for you.

Question 29

Do I have to submit a separate image set for each EAN?

Accepted Answer

No, we need only one image set per color variant. You can choose any EAN of the color. Our system will automatically assign the corresponding image set to all EANs of this color variant.

Question 30

Do you need proof of CE label?

Accepted Answer

Yes, Zalando and bol.com indeed require proof for all items with CE marking (including watches and glasses). The requirements for CE labels can be found in the image guide.

Question 31

Why do we have to send you different sets of images?

Accepted Answer

Each platform has a different look and therefore they also have different requirements for the image material. We have tried to summarize the individual platform requirements for you as best as possible. However, this is not possible for all platforms. To be able to successfully go live on all platforms we need up to four different sets of images.

Question 32

Are lifestyle images allowed?

Accepted Answer

Lifestyle images are only permitted on the platforms About You, Amazon and Otto. If a go live on other platforms is desired at a later stage, lifestyle images shall not be used, as these lead to rejections by the platforms. Otherwise, an image exchange must take place which is associated with costs and a high level of effort.

Question 33

Why are purchase prices queried in the importer template?

Accepted Answer

The purchase prices are relevant information for our warehouse insurance since the insurance value is calculated with this. We use the purchasing prices exclusively for this purpose and do not pass this information on to the platforms.

Question 34

Can we offer our items at different prices abroad?

Accepted Answer

Yes, this is possible. Please maintain the different prices in our price import template and upload them via the "Price changes" form. As there are higher delivery costs for shipping abroad, we ask you to take this into account from the beginning on.

Note: If you want to go live in countries with foreign currencies, such as Zalando Denmark or Switzerland, we will always need foreign prices in the respective local currency to enable a go live.

Question 35

Is it enough if I send you only Euro prices instead of the prices in the respective national currencies?

Accepted Answer

No, unfortunately this is not sufficient. Since you have the pricing sovereignty, it is mandatory that you provide us with the prices in the respective national currencies. Currently, this concerns platforms for Switzerland and Denmark. An automatic conversion of the prices in our system is not possible.

Question 36

How long does it take for price changes to be displayed on the platforms?

Accepted Answer

Depending on the platform the transfer of prices takes up to 48 hours. Please calculate this time when you set the start date of new prices.

Question 37

How do I enter a price correctly? Is it necessary to enter the EAN for each channel separately?

Accepted Answer

Yes, one line must always be filled in the file per EAN and channel. Should the same price be offered on each platform with Euro prices, the "Sales channel" field can be left blank.

Question 38

Can I connect to any platform I want?

Accepted Answer

This is only possible with open marketplaces such as Amazon or eBay. For the other curated marketplaces an approval is required.

Question 39

Can I make subsequent platform requests or changes?

Accepted Answer

Yes, it is possible to both deactivate and request platforms at any time. However, depending on the platform delays may occur during the go live process. If it is a new platform request, we cannot guarantee an approval. Extending existing approvals to additional foreign channels, such as About You or Zalando, is usually not a problem.

Question 40

Is there a limit on items I can put live via heyconnect?

Accepted Answer

No, there is no limit to the number of items. Our warehouse only needs free capacity to the desired extent.

Question 41

Does it make sense to select assortments and play out different items on different platforms?

Accepted Answer

Basically, the assortments are controlled at brand level and thus all articles are displayed on all platforms. Experience has shown that this process is the most error-free and advisable. However, it would also be possible to control the assortment at article level but this is very error-prone and does not lead to any clear added value.

Question 42

Can heyconnect manage our own platform account?

Accepted Answer

Yes, this is generally possible. Please contact us to talk about your individual setup.

Question 43

Are there additional/monthly costs for a certain number of channels?

Accepted Answer

As soon as the corresponding approvals of the marketplaces are available, you can use most of the channels connected to heyconnect without additional costs. However, additional costs are incurred for the following marketplaces:

amazon

Additional costs depend on the selected setup

bol.com

+ 1% customer service

+ a fee net for returns in the amount of 1%.

ebay

+ 1% customer service

MediaMarkt/Saturn

+ 1% customer service

+ a fee net for returns in the amount of 1%.

Question 44

Can a platform dictate the assortment?

Accepted Answer

No, the brand specifies the product range and can decide which products it wants to sell via the platforms. However, different platforms have restrictions and do not offer every product group. These can be found in the platform insights.

Question 45

Who has the price and product range sovereignty?

Accepted Answer

The partner has price and assortment sovereignty at all times. However, About You and Douglas represent an exception. The platforms reserve the right to refuse prices or articles without further justification.

Question 46

How long does it take for new articles to go live on the platforms?

Accepted Answer

After successful storage the items are activated within around 24 hours and transmitted to the platforms with inventory.

The time between the activation of the article and the display on the platforms amounts to around 10 working days and depends on the respective platform. Please understand that we cannot influence the live setting time.

Question 47

Why are there more items displayed on some platforms and much fewer on others?

Accepted Answer

At Zalando and About You the individual color variants are displayed separately, at Otto or Galeria they are combined. This results in a different presentation.

Question 48

Are we informed about the connection of new channels?

Accepted Answer

Yes, we'll keep you up to date on new platforms in our monthly newsletter.

Question 49

Can you also manage our own online store?

Accepted Answer

No, unfortunately this is not possible at the moment.

Question 50

Can we sell through our own Seller Central?

Accepted Answer

Yes, this is possible on Amazon. Feel free to contact us.

Question 51

Can you influence the shipping time on the platforms, such as on Zalando 7-9 days standard delivery?

Accepted Answer

Mostly not because the shipping times are set by the platforms for the merchants. However, since we follow different SLAs than displayed on the platform it is possible for us to ship faster. One exception is Amazon where we can adjust the shipping time ourselves.

Question 52

Are we allowed to refer to our products on the platforms in our own online store?

Accepted Answer

Yes, but the Zalando logo must not be used.

Question 53

How high are the return rates on average for the individual platforms?

Accepted Answer

The return rates of the individual platforms can be found in our Platform Insights.

Question 54

Do you have a way to sell our leftovers from old seasons through special platforms /outlets?

Accepted Answer

A sale of leftovers from old seasons with reduced prices is possible on all platforms except Breuninger and Zalando.

Question 55

Are there any characteristics during the article go live that can hinder or block the live setting?

Accepted Answer

Yes, depending on the platform there are different aspects that need to be considered.

Zalando

If your items have been live on Zalando in the past via yourself or another Zalando partner this can complicate the onboarding of your articles via heyconnect. Feel free to name all items that have been sold on Zalando before when starting the onboarding process. In addition, these aspects can hinder going live on Zalando:

Incomplete or incorrect content submission
Incomplete size runs:
- For textiles, three consecutive sizes require a stock > 1
- For shoes, five consecutive sizes require a stock > 1
- For children, four consecutive sizes require a stock > 1

If you plan to supply only 1 piece per size variant please keep in mind that the small stock per size can be quickly sold off via other platforms, even before the item has gone through onboarding at Zalando. As a result, the size run of 3-5 consecutive sizes would no longer exist. In this case, the entire color variant will not go live until the missing stock follows. Therefore, we recommend ensuring sufficient inventory to allow for a go live across all platforms. Please also note that heyconnect reserves the right to deactivate affected items for Zalando after a reasonable period of time until stock follows, as delayed item onboarding may result in a warning letter from Zalando.

If you also want to go live on the foreign channels Zalando Switzerland and Denmark, please remember to submit the prices in the corresponding local currency to heyconnect. Without prices in Swiss francs or Danish kroner, going live on these channels is not possible.

In addition, all items must comply with Zalando's ethical guidelines. The platform does not tolerate any offensive or illegal content on the products offered. For example, discriminatory depictions, images of political extremism, glorification of violence, sexualization, drug use or inappropriate language are prohibited. If an item displays any of these symbols, Zalando will block the go live.

Breuninger

To set an item live on Breuninger, 80% of the size run must be in stock. In addition, Breuninger only accepts items from the current season and NOS merchandise.

Peek & Cloppenburg/Van Graaf

A minimum stock of 10 pieces per style (color variations & sizes included) is required for an item to go live.

Happy Size

Since Happy Size is considered a specialist for fashion in large sizes only items from size 42 can be set live.

Görtz
For shoes the following applies: In a size run with whole sizes (e.g. 36; 37; 38; 39; 40) at least 2 sizes must be in stock. For a size run with half sizes (e.g. 36.5; 37; 37.5; 38; 38.5; 39; 39.5; 40) at least 5 of the sizes must be in stock.

bol.com

The product name as well as the product description of an item must be submitted to heyconnect in Dutch.

Question 56

What is retagging at Zalando?

Accepted Answer

The background of the retagging is that old seasons are taken offline by Zalando, so that only new goods and NOS remain online. The retagging gives you the opportunity to rewrite your items to the new season.

Example: An article was originally imported with the season HW20 and could be rewritten to the season FS21 by retagging.

The advantage of retagging is that your item can remain online with the black price.

Zalando checks the following requirements and assigns the new season or rejects the request on this basis:

85% traffic on the item detail page of Zalando (this key figure is only checked internally at Zalando, the data basis for this is not made available to heyconnect)
Minimum sales of 5 items in the last season

Your partner manager will approach you in time for each retagging phase and ask you for a list. In this list, we will present you all the articles that can be considered for the request for retagging. We only need the info which articles should be retagged to which season.

In the best case, the item is retagged and receives the new season status. If the article is rejected, there is a solution that the article must be reduced by at least 20% to remain online. Your partner manager will let you know in time when the price reductions need to be imported to our system.

Question 57

What is the Dynamic Partner Selection at Zalando?

Accepted Answer

Dynamic Partner Selection is a new tool from Zalando. With the help of this tool, you have the possibility to display your items online that overlap with Zalando Wholesale or other marketplace partners through the lowest price. The Dynamic Partner Selection is usually only active during sale periods. Your partner manager will inform you about these times.

To beat the price of Zalando Wholesale or ZFS items and thus be allowed to sell your items, the price must be at least 5% lower than the item offered by Zalando Wholesale or via ZFS. Other marketplace sellers can already be beaten with a minimal reduction (e.g. -1 cent).

Question 58

Are there any special features regarding brand approvals and rejections?

Accepted Answer

At Zalando there are the following special features:

An approval at Zalando.de leads to an automatic approval at Zalandos foreign sales channels.
If the brand is already online at Zalando, the brand is automatically approved and does not need to be requested again.

Question 59

What is ZFS and how can I use it?

Accepted Answer

Zalando Fulfillment Solutions (ZFS) gives you access to Zalando's excellent logistics network and enables a customer-friendly one-box solution for deliveries and returns. Your items are stored in one of Zalando's five German logistics locations and can thus be shipped together with Zalando Wholesale products and other partner items in one package. Prerequisite for the use of ZFS is a brand release on Zalando. For further information, please contact your partner manager.

Question 60

Which countries are available via Zalando?

Accepted Answer

We can sell in the following countries: DE, AT, BE, CH, DK, FR, IT, NL. More countries are planned.

Question 61

How is the product title composed at Zalando and what specialties are to be consider?

Accepted Answer

Zalando only needs the proper name of the product to create the title (see screenshot: "Article Name"). The product category ("Zalando categorization of the article") is selected by Zalando itself. There are only certain categories that can be selected here.

Components such as material, color, gender, product category or special characters like 'ß' are not allowed in the title. If these components are nevertheless included, this leads to the title being adjusted, changed or deleted by Zalando. The title is played out on product level (style) and not variant level (style color). Unfortunately, the "Zalando categorization of the article" cannot be deleted but it is possible to change it.

Question 62

Is it possible to display different titles per Zalando foreign channel?

Accepted Answer

No, that is not possible. The same title is displayed on all Zalando channels. Only the "Zalando Categorization of the Article" (see previous screenshot) is translated.

Question 63

What content can be played out on the item detail page at Zalando?

Accepted Answer

Bullet points and product descriptions (extended texts) are not being displayed on Zalando. In addition, only certain attributes can be displayed on Zalando. The articles must pass a multi-stage article check which consists of automatic and manually steps. The better and more complete the article data is, the faster the articles are live. We have no influence on the quality of the checks performed by Zalando employees during the manual checking process. Therefore, verification errors are unfortunately unavoidable.

Question 64

What happens if my items have been live on Zalando before - for example, by other competitors, Zalando Wholesale or myself?

Accepted Answer

If individual items have already been sold on Zalando, the content that we submit to Zalando as heyconnect (e.g. images, attributes, size grid, season, title, etc.) is not transferred. The existing content will still be played out. If desired, the content can be adapted upon request from heyconnect by Zalando afterwards. If you know that there are items that you want heyconnect to set live on Zalando but they have been sold there before please send a list on EAN basis to your onboarding or partner manager.

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