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Super Points, cashback, the demanding FR market — customer service on fr.shopping.rakuten.com in French, 365 days a year. Your team focuses on sales, we focus on communication with buyers.
Rakuten France (fr.shopping.rakuten.com) is a marketplace that stands out from its competitors with its unique Super Points loyalty programme. Buyers collect points for every purchase and exchange them for discounts on later transactions.
This means the platform attracts loyal, returning customers — but also customers who are aware of their rights and used to a high level of service. France is one of the largest e-commerce markets in Europe — local buyers expect communication in French and knowledge of local regulations.
The cashback model and the Super Points programme generate additional customer questions — about how points are credited, whether a promotion matches the order, and the returns rules for purchases made with a discount. Customer service requires knowledge of mechanisms unique to Rakuten France.
A wide range with clearly strong categories — the customer often compares offers, looks for confirmation of the purchase decision or needs support after delivery.
The platform's specifics — the Super Points programme and the cashback model — generate topics unique to this marketplace.
The seller must respond quickly, precisely and in French.
Delays, unclear answers or ignoring the specifics of the FR market can lead to negative ratings, escalations and lost offer visibility. The Super Points programme requires knowledge of mechanisms that a generic service script will not handle.
We serve sellers operating on fr.shopping.rakuten.com — the platform's only language version and market — providing communication tailored to the expectations of French buyers.
Native replies in line with local standards and the expectations of buyers in the FR market.
Handling questions about the loyalty programme based on agreed reply scenarios.
Returns and complaints in line with droit de rétractation — the 14-day right of withdrawal from the contract.
Flexible volume during cashback campaigns and sales peaks on the platform.
A customer on Rakuten France is often aware of how the loyalty programme works and compares offers by total value — price, Super Points and returns terms.
We support marketplace sellers in 12 European countries, including the demanding French market.
We handle a quarter of a million customer contacts a month — quickly and consistently on every platform.
Communication in 14 EU languages — including, of course, French, at the highest native level.
Every platform has its own specifics. Good customer service outsourcing has to take them into account.
| Marketplace | Best fit | Customer service challenges | How Marketplace365 helps |
|---|---|---|---|
| Rakuten France | Electronics, fashion, general products — FR market | Super Points programme, cashback, FR regulations, communication in French | French-language customer service, knowledge of the platform's mechanics, after-sales |
| Amazon | Broad sales across many categories | High customer expectations, fast response, statuses, returns | Scalable handling of messages and after-sales processes |
| eBay | Cross-border sales, new and used products | Buyer questions, international shipping, returns, buyer-seller communication | Multilingual customer service and international communication |
Launching customer service on Rakuten France takes 3 simple steps.
We learn about your products, categories, message volume and the most common types of tickets on fr.shopping.rakuten.com. We check where your team loses time — including topics specific to Super Points and the FR market.
We define what Marketplace365 takes over: pre-purchase questions, technical communication, questions about the loyalty programme, deliveries, returns, complaints or handling of seasonal sales peaks.
We build a working model tailored to your process and start supporting customers in French. The scope can be scaled as sales grow or new markets are launched.
Answers to the most common questions about customer service on Rakuten France.
We take customer service on fr.shopping.rakuten.com off your team's hands — in French, with knowledge of Super Points and the specifics of the FR market.
Marketplace365 can support customer service on many platforms at once.
If you want to relieve your team, shorten response times and give customers professional support in French with knowledge of Rakuten's specifics — let's talk.
We will contact you the next business day.
No commitment — tell us about your needs on Rakuten France.
Customer service in a language and style tailored to the FR market.