We handle all customer communication on empik.com — pre-purchase inquiries, delivery questions, returns, complaints, and post-sale follow-up. Native Polish support. 365 days a year.
Empik is Poland's leading multi-category marketplace and retail platform — with roots in books, music, and film stretching back decades. Today, empik.com serves millions of Polish shoppers across books, electronics, toys, multimedia, and general merchandise.
Empik's audience is broad and loyal. Understanding the buyer profile helps you calibrate the kind of customer service support you need.
Questions about editions, formats, availability, and delivery are constant. Pre-purchase answers in Polish close sales that would otherwise be lost.
Compatibility, format, and condition questions — buyers in this category are knowledgeable and expect precise, confident answers before purchase.
Technical specifications, warranty terms, and compatibility questions drive high message volume. Fast, accurate replies are the difference between a sale and a lost lead.
Age recommendations, safety certifications, and gift-wrapping options — parents ask detailed questions before purchase. Clear Polish answers build confidence.
Particularly high volume during back-to-school season. Availability, bundle options, and delivery timing are the primary inquiry drivers.
Product details, ingredients, and return eligibility are common topics. Getting these right upfront reduces unnecessary returns and post-sale friction.
Empik's customer base is used to the standards of a trusted, long-established retailer. When shopping through third-party sellers on empik.com, they bring those same expectations with them.
Marketplace365 enables you to manage and scale customer service on empik.com without expanding your internal headcount. We take over the full scope or support specific areas.
A Polish consumer browsing empik.com often needs reassurance before committing to a purchase — particularly when buying from a third-party seller they may not recognise. How quickly and clearly you respond can determine whether they complete the order or look elsewhere.
Onboarding takes a few days. We start with a communication audit — no commitment required.
We learn about your product catalogue, your current message volumes on empik.com, the most common inquiry types you receive, and the markets you sell into. We identify where your team spends the most time and which areas can be taken over or improved immediately.
We agree on exactly what we handle — pre-purchase questions, delivery communication, returns, complaints, refunds, post-sale follow-up, or seasonal overflow. We also establish clear escalation rules for cases that require a decision on your side.
We build a working model aligned with your processes and begin supporting your customers on empik.com. As your Empik sales grow or message volume increases, the scope of support scales accordingly — without disrupting your operations.
| Aspect | Empik | Amazon | Allegro |
|---|---|---|---|
| Best fit | Books, multimedia, electronics, toys — Polish market with strong brand trust | Broad EU marketplace sales across many categories | General and specialist categories, dominant Polish and CEE marketplace |
| Key CS challenges | Polish-language service, returns under PL consumer law, product detail queries, seller reputation | Account Health, A-to-z claims, fast SLA, multi-country operations | Polish/Czech/Slovak service, dispute resolution, response time metrics |
| How MP365 helps | Native Polish communication, return handling, post-sale support, peak coverage | 24h message handling in 7 EU languages, phone escalations to Amazon SS | Native PL/CZ/SK support, full message handling, escalation management |
Yes. Our Polish-language support is provided by native or fluent Polish speakers familiar with the expectations of Polish consumers and the norms of empik.com. This is particularly valuable for foreign sellers who do not have Polish-speaking staff in-house.
Yes. We can support specific areas — for example, handling only pre-purchase inquiries, only returns and complaints, or only seasonal peak overflow — while your team manages the rest. The scope is defined during onboarding and can be adjusted over time.
Yes. Polish consumers have a statutory 14-day right of withdrawal on distance purchases. We manage the communication around return requests, provide clear instructions to customers, and coordinate with your team on refund processing.
Yes. We handle recurring technical questions based on product information, spec sheets, and agreed response frameworks. For complex or case-specific queries, we apply the escalation process defined during setup.
Yes. Empik sees significant seasonal spikes, particularly in books and electronics during back-to-school periods and across all categories during the pre-Christmas window. Marketplace365 can scale support during these periods without requiring you to hire temporary staff.
Yes. Support is available every day of the year, including Polish public holidays — so your customers always receive a timely response even when your internal team has reduced availability.
Yes. We support sellers who are new to empik.com and need to build Polish-language customer service from scratch. We cover the full communication setup, onboarding, and ongoing management — so you can launch on Empik without hiring locally.
Let's talk about how Marketplace365 can support your Empik operation. 30 minutes — no commitment.
Book a free consultation →One contract — 39 platforms. Marketplace365 supports your entire sales ecosystem simultaneously.
Tell us about your Empik catalogue, message volumes, and current CS challenges. We'll prepare a proposal tailored to your scale and product mix.