Unacceptable Account Suspension - Makro MarketPlace

I am writing to formally escalate a matter of serious concern regarding the suspension of our Makro Marketplace account. We have not been receiving clear or consistent responses from the Makro Marketplace team on this issue. The suspension has been attributed to “performance” issues; however, to date, no supporting evidence, detailed feedback, or specific examples have been provided to substantiate this decision. While we have been advised to engage the Seller Performance Team, we believe this action is not justified without proper evidence and transparency. Furthermore, since the previous suspension on 19 February 2026, no orders have been cancelled on our account. We have subsequently been informed that the issue relates to an SLA delay rather than a high cancellation rate, which directly contradicts the original reason provided. From our internal review, we have identified instances where Makro Courier deliveries were not completed within a reasonable timeframe, as illustrated in the example referenced below. This raises concerns regarding the accuracy and fairness of the performance assessment app**** to our account. Additionally, for the order referenced in this claim (Order ID: OD***), payment remains outstanding despite confirmation that it would be processed by 20 March 2026. We request urgent clarification and resolution regarding this matter. In light of the above, I kindly request your urgent intervention to: Provide a detailed explanation and supporting evidence for the suspension Confirm whether the issue is related to SLA delays and clarify the discrepancy in categorisation as “High Cancellation Rate” Resolve the outstanding payment for the referenced order This situation is having a significant impact on our operations, including our ability to meet our obligations.