Makro Marketplace – Unfair Suspension, Missing Payments & No Support

I am extremely frustrated and disappointed with how I have been treated as a seller on Makro Marketplace. At this point, I have lost trust in the platform due to ongoing unresolved issues and lack of support.

Firstly, I raised a concern regarding payments owed to me. There were returned orders worth over R7,000, and instead of following the correct process (where I should first be paid and then returns deducted accordingly), Makro deducted the full amounts without paying me. I reported this, but I was incorrectly told that payment had already been made, which is not true.

Shortly after raising this concern, my account was flagged for performance issues and cancellations, which I strongly dispute. On 18 March, I received a warning regarding cancellations. From that date, I ensured full compliance and did not make any further cancellations. However, Makro later suspended my account for 90 days, claiming high cancellations that I am not aware of.

The cancellations reflected on my account appear to be buyer-related, not seller-initiated. Despite this, I am being penalized unfairly. This raises serious concerns about the accuracy of Makro’s system and how sellers are being evaluated.

In addition, I currently have pending orders and stock worth over R5,000 that were handed over to Makro’s delivery partner, DPD Laser. I requested Makro to assist with tracking and proof of delivery, but I was told to provide proof myself. This is not reasonable, as collections are done after hours (around 19:00), making it unsafe for me to verify or manage the process personally.

I have attempted to contact the courier company directly, but emails are ignored, and communication is extremely poor. The driver continuously states that the office will update, but nothing has been resolved to date. Makro has also failed to assist in escalating this matter, despite being responsible for the delivery partner.

What is most concerning is that my emails are no longer being responded to, and there is no clear support or resolution provided. I am left with financial losses, a suspended account, and no assistance.

I am aware of other sellers experiencing similar issues, where accounts are suspended for cancellations beyond their control, yet some continue operating after appeals. This inconsistency is unfair and creates uncer*****y for sellers trying to run a business on the platform.

At this stage, the experience has caused significant stress and financial impact. It feels like resellers are not protected or supported at all.

I request the following:

A full investigation into my account suspension and cancellation records A clear breakdown and correction of all payments owed to me Immediate assistance with tracking and resolving the missing deliveries Reinstatement of my account if no valid seller fault is found

Makro needs to take accountability and improve how sellers are treated on their platform.

I am hoping this matter will now be taken seriously and resolved urgently.