PLEN
About You operates in 18 European markets — from Germany to Romania and Finland. Marketplace365 takes over messages, returns and complaints in every one of them, 365 days a year.
About You is a fast-growing fashion marketplace in Europe, built by Otto Group and headquartered in Hamburg. The platform operates in 18 markets — each requires its own language version and locally adapted communication with customers.
About You focuses on personalisation and lifestyle, attracting mainly young adults looking for specific brands and trends. Customers have high expectations — they want an instant answer about size, colour availability or delivery time.
Fashion marketplace = high expectations + many markets + seasonal peaks. Every unanswered question is an abandoned basket.
Pre-purchase questions about size, cut and fit to the body — the purchase decision depends on a fast, precise answer.
About You offers customers convenient return conditions — this generates a large number of requests on the seller's side that need handling.
Delivery time and cost for a specific market, shipment tracking, courier delays — standard requests that need a quick reaction.
Support in 14 languages at once — DE, NL, FR, PL, IT, SV, DA, FI, RO, HU, CS, SK, HR, SL. One market, one language.
Products not as described, damaged or incomplete — handling requires knowledge of the platform's policy and quick action.
Sales, Black Friday, new collections — a sudden rise in message volume requires a flexible support model without recruitment.
We take over all or a selected part of communication — without you having to build a multilingual in-house customer service team.
About You builds its advantage on the shopping experience — sellers who fail to meet this standard rank lower on the platform and lose visibility.
A customer buying fashion online decides impulsively, but gives up just as quickly when there is no reply. Fast, local support is part of the competitive advantage — not just customer service.
We learn about your products, markets, languages, message volume and the most common types of requests. We check which About You versions you sell on and which areas generate the most work.
We define the topics we cover: pre-purchase questions, deliveries, returns, complaints, seasonal peaks. We agree escalation rules and match support languages to your active markets.
We build a working model tailored to your process and product catalogue. The scope can scale as the number of markets grows or sales rise seasonally.
Every marketplace has different challenges. Marketplace365 supports them all — regardless of category and market.
| Marketplace | Best fit | Typical customer service challenges | How Marketplace365 helps |
|---|---|---|---|
| About You | Fashion, footwear, accessories; DACH and CEE | Size questions, returns, many languages | Multilingual support, pre- and post-sale assistance |
| Amazon | Broad sales across many categories | Fast response, returns, order statuses | Scalable handling of messages and processes |
| Zalando | Premium fashion, multi-market EU | SLA, platform standards, multiple languages | SLA-compliant support, local communication |
Yes. About You operates in these versions: DE, AT, CH, NL, BE, FR, LU, PL, IT, SE, DK, FI, RO, HU, CZ, SK, HR, SI. We tailor the support model to the markets you sell on — we can handle any combination of these languages.
Yes. We can support selected areas — for example only pre-purchase questions, return communication or specific markets. We agree the scope individually.
Yes. About You offers customers friendly return conditions, which translates into a large number of requests on the seller's side. We handle all communication related to returns, withdrawals, exchanges and refunds.
Yes. Based on the size charts, product descriptions and agreed reply scenarios you provide, we efficiently handle recurring pre-purchase questions about size, cut and fit.
Yes. Fashion is a strongly seasonal category — sales, Black Friday and new collections generate a sudden rise in messages. The Marketplace365 model scales in these periods without the need for recruitment.
Yes. We help launch customer service in new About You markets without local recruitment — from the first day the new language version of the shop goes live.
Relieve your team, shorten response times and serve customers professionally in all markets — from Germany to Romania and Finland.
Book a free consultationTell us about your sales on About You. We will prepare a proposal tailored to your markets and message volume.